Louie has a successful track record in strategic planning and implementing solutions. His vast experience in contact centres across a variety of industries has allowed him to achieve a level of expertise that is superior in his field. He continually demonstrates a unique talent of fully comprehending a wide range of technical platforms, and balancing this knowledge with the human aspect of contact centre operations. He is a process driven individual that excels in project management and implementation, with a keen ability to assess opportunities and implement efficiencies. His sound business judgment, vast experience, combined with quality leadership skills ensures success. Specialties: - Facilitation of Strategic Planning Sessions - Implementation of CRM, UC and WFM Systems - Assessment and Selection (RFI/RFP) of Contact Centre Technologies (ACD, IVR, CTI, CRM) - Optimization of Operation Processes and Workflows. - Development of Operational and Corporate Contact Centre Metrics (KPI's).