Mark R.

Founder & Author Head Shitty Coach Speaker, Shitty Leadership Series @Bell

CA

At NSL (Non Shitty Leaders) Consulting & Coaching Solutions, I help leaders stop being, well… shitty. With 35+ years in the contact centre trenches, I don’t deal in theory—I deal in real. Real teams. Real issues. Real outcomes.Customer Experience & Sentiment Strategy→ Build CX frameworks using journey mapping, real-time feedback, and dashboards that drive action.→ Leverage agent and customer sentiment to reduce churn and increase retention.Leadership Development That Sticks→ Coach leaders to lead with influence, not ego.→ Help execs delegate without micromanaging and build trust-based accountability.Customer Success & Proactive Mitigation→ Align success metrics with real customer outcomes.→ Lead cross-functional strategies that increase first-contact resolution and lifetime value.→ Solve issues before they become complaints—reducing churn and boosting retention.CRM, AI & Automation Implementation→ Led Salesforce Service & Marketing Cloud rollouts to unify CRM and automate journeys.→ Deployed AWS Connect with real-time sentiment and predictive churn analytics to improve CX and coaching.→ Delivered CRM transformations across telecom, healthcare, and public sectors.Training & Onboarding That Works→ Design adult-learning-based onboarding that builds confident teams in weeks, not months.→ Cut time-to-performance while boosting engagement.KPI & Contact Centre Optimisation→ Align KPIs with purpose—transforming metrics into behaviour-shaping tools.→ Rebuild systems that empower performance, not punish it.Culture Detox & Retention→ Call out toxic behaviours disguised as “style” and replace them with cultures people want to stay in.

Centennial College

Certification, Human Resources Management and Services