Richard Cornwall
Director, Travel Support Team @Kensington
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WORK HISTORY
Director, Travel Support Team @Kensington
Toronto, ON, CA
I will strategically analyze and track key performance metrics, leveraging data to fine-tune our processes and enhance the performance of our diverse teams, driving measurable success across all lines of business. I will prioritize customer experience by focusing on agent quality scores, collaborating with cross-functional partners to identify opportunities for improvement and execute action plans that deliver outstanding service.🤝 I will cultivate a vibrant team culture that reflects our core values, recognizing and celebrating achievements while fostering collaboration and team cohesion through engaging team-building initiatives. With over 15 years of leadership in contact centres, I am passionate about mentoring and coaching, navigating complex customer service challenges, and driving a customer-first mindset throughout our organization. Join me in this exciting journey as I lead our Travel Support Team to new heights, ensuring we not only meet but redefine the standards of customer service in the travel industry!
EDUCATION
Seneca Polytechnic
Business Degree, Business Administration, Management and Operations
Adult Education & Training
Bachelor of Business Administration (B.B.A.), Business Administration, Management and Operations
Seneca Polytechnic
Bachelor of Business Administration - BBA, Business Administration and Management, General
Seneca Polytechnic
Adult Education, Adult and Continuing Education and Teaching
Seneca College
Business, Adult Training Education
SKILLS
ABOUT RICHARD CORNWALL
Senior Management Leader | Customer Experience Expert | Sales & Change Management Strategist. Proven success driving organizational transformations, exceeding sales targets, and fostering high-performing teams. Experienced in leading large-scale projects, implementing digital strategies, and optimizing operations for maximum efficiency and growth. Passionate about developing talent and building inclusive work environmentsAreas of Expertise Customer Care Sales & Marketing Relationship Building & Vendor Management Project Management Process Improvement Change Management & Digital Transformation Strategic Leadership Risk & Compliance Management Coaching, Training & Team Building
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