Cory Demone
Director of Operations @Ntt Business Process Outsourcing
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WORK HISTORY
Director of Operations @Ntt Business Process Outsourcing
Ottawa, ON, CA
Responsible for ownership of several simultaneous client relationships on a daily basis at a strategic partnership level and from a profitability, revenue, and EBITDA perspective • Responsible for the leadership and development of Managers across multiple sites, with up to 400+ employees reporting in through those Managers • Consistently driving employee engagement and career development with the goal of continuous attrition reduction across all levels of the organization• Ultimate accountability for all performance metrics through several lines of business across multiple sites• Strategic engagement and planning with our partners aimed at improving the business from a financial, brand and employee/customer experience perspective• Full leadership, site governance and performance excellence accountability for our 250+ seat facility, housing four clients in Sudbury, Ontario• Working closely with internal/external functional areas to provide continuous business insights aimed at operational improvements and brand growth• Ownership of a special project to lead the planning, build and launch of a new contact centre site in Montreal from a facility, technology, and operational perspective. Working with our Legal Counsel to ensure compliance with employment law for entering into the province of Quebec• Interim Site Director for the Montreal site while participating in the recruitment and onboarding process for a permanent Site Director in Montreal
EDUCATION
Algonquin College of Applied Arts and Technology
Project Management
Nova Scotia Community College - NSCC
Business Administration, Information Management, Diploma, Business Information and Technology
SKILLS
ABOUT CORY DEMONE
Account and Project Management professional with over 20 years’ experience in operational leadership and change management. Established expertise in best practice execution and building strategic partnerships across the Customer Service, Technology, Telephony, Financial Services, Credit Card, Inbound Sales, Government, Retail and Loyalty industries. Continually implements a strategically creative approach while executing organizational strategy across multiple sites.A respected leader who is able to motivate multi-site and remote employee operational teams, with a demonstrated focus on performance efficiency and service delivery excellence. Experienced in the full contact centre lifecycle, strong planning and organizational skills governed by a clear vision of customer experience excellence. Intimate knowledge of process excellence models, best practices, and contact centre architecture to drive consistent achievement and continuous improvements.
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