Leanne Park
Founder and Principal Consultant @Macevan Consulting
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WORK HISTORY
Founder and Principal Consultant @Macevan Consulting
ON, CA
25+ years of Contact Centre, Project Management and Customer Experience Management. Delivering successful Customer Experience strategies, change management, large scale technically complex projects, process analysis, efficiency improvement and cross-functional team leadership. Deep experience in team leadership strategies, project management, creating and implementing innovative process enhancements in both commercial and consumer businesses.SPECIALTIESBusiness Process Redesign • Customer Experience strategies • Contact Centre Management • Performance Metrics • Acquisition Operational Integration • Change Management • Sales strategies • Leadership Principles • Project Management • High Performing TeamsINDUSTRY EXPERIENCEPest Control, HVAC, Pharmaceutical, Safety testing, Nutrition, Banking, Insurance, Online Commerce and Telecommunications.AWARDSGTACC Senior Leadership Award - 2019GTACC Top Contact Centre over 100 – 2019 CSPN Customer Centric Culture award - 2018Citigroup Service Excellence Gold Award – Service Excellence Award - 1998
EDUCATION
York University
BA, Sociology
Queen's University
Executive Program
SKILLS
ABOUT LEANNE PARK
Leanne is a Senior Leader with a strong functional background in Call Centre, Projects and Operations Management. Known as a leader, strategist and customer advocate, she has a proven operational contact centre track record and 25 plus years of experience in diverse industries building operations efficiency, strong teams and customer satisfaction for large corporations.Leanne started her management career in the banking industry with Citibank managing the back office operations team in the Credit Card division. She progressed within that role and moved cross functionally to the Contact Centre and Project Management Office. This foundation allowed her to progress in similar roles with other organizations such as CIBC/Banking, First Canadian Title/Insurance, Lavalife Corp/Ecommerce, Cogeco Connexions (formerly Cogeco Cable)/Telecommunications and Reliance Home Comfort/Home Services. Leanne has reviewed and overhauled several contact centre and operations teams to ensure maximum customer satisfaction, employee engagement while achieving cost avoidance and savings. She has significant experience managing the day to day operations while leading strategic initiatives in outsourcing, home agent, process improvements, quality programs, budget overhauls and large complex operationally focused projects. Her experience includes sales and service to both Commercial and Residential customers. Currently she is the Principal Consultant for Macevan Consulting.Leanne is a graduate of York University and Queens University Business School Executive General Management program.
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