Entretel Consultant Biographies
Jack Green
Principal and founding director of Entretel, Jack holds an Honours Bachelor Degree in Psychology, and a Masters Degree in Business Administration. Jack is a successful businessman, acclaimed speaker, and recognized customer contact expert. He is an accomplished author, with publications including a book entitled CONTACT: A Guide to Developing Effective Call Centre Skills (Nelson-Thomson Publishing), and a chapter "Using Qualitative Performance Measures to Achieve Performance Improvement" in the book "Breakthrough Customer Service: Best Practices of Leaders in Customer Support (John Wiley and Sons)"
Jack's second book, Call Centers: Technology & Techniques , was published in 2002 by South-Western Education. Like Contact, this text develops the necessary communication, interpersonal, and problem-solving skills needed for success as a call center, customer service or help-desk representative or manager. The topics have the necessary content to focus specifically on soft-skill effectiveness using a problem-solving approach. This book also covers the most current call center technologies, including Web and e-commerce support.
Jack is a member of CSTD (Canadian Society for Training and Development), ICSA (International Customer Service Association), The Toronto Parrot Head Club, the Oakville Polar Bear Club and Mensa Canada.
Linda MacKenzie
Linda brings over twenty-five years' experience in customer service, human resources and continuous process improvement to the Entretel consulting team. Her broad organizational background ranges from acquisition, merger, and relocation projects through to call center efficiency improvement. Her business experience includes positions as Quality Development Manager, Call Centre Manager, Human Resources Manager, Life Skills Coach, Employment Counselor and College Professor. Her education is in Business Administration and Adult Education.
Through her speaking and seminar engagements across North America, in which she covers topics including human resource strategy, quality management, competency development and effective return-on-training-dollar investment, Linda has provided guidance and direction to countless organizations. Linda has overseen the development and delivery of many projects aimed at improving the effectiveness of call centre staff and management, including the design of self-directed programs.
Craig Manning
British born, educated at University of Western Ontario and having acquired his Canadian Securities Course, Craig is Entretel's resident licensed stockbroker and financial professional. He also brings 15 years of customer service in the fields of advertising production and finance to Entretel's consulting team. Craig's specialty is in successful creation and productive operation of call centres. His extensive call center management experience has provided Craig with an in-depth insight to the processes that effectively satisfy client needs as well as a keen understanding of the 'people' issues telephone customer service and sales representatives experience.
A skilled trainer and teacher, participants of workshops facilitated by him provide exceptional feedback with comments such as "fun and interactive" and "upbeat style with meaningful examples".
An experienced public speaker, Craig adds to his credentials being a voice of the Toronto Molson Indy, a presenter of the American LeMans Racing Series, the Canadian Association for Stock Car Auto Racing, and he's a championship winning go-kart racer.
Heather MacGregor
Heather has a Bachelor's Degree from Queen's University, a TESL Certificate from the Canadian Co-operative for Language and Cultural Studies, as well as a Certificate in Instructing Adults from George Brown College. She has over 20 years' experience in the public, non-profit and private sectors - all relating to customer service. With a background in public affairs and communications in the Premier's Office and Cabinet Office, she is a seasoned training specialist, having taught hundreds of other teachers the art of instructional design and delivery at George Brown College. At Entretel, Heather designs and facilitates a range of customized call center training programs and has developed a self-study program for call center representatives.
