HELPING CONTACT CENTRES SUCCEED
BY PUTTING STRATEGY INTO ACTION

Jane Finn

Managing Partner of Contact Strategies

T: 416-526-7699
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Jane Finn is a Managing Partner of Contact Strategies and a hands-on practitioner with more than 25 years of contact centre experience. Jane has a B.A. in Political Science and an HR Diploma.

Jane started her career as a Credit Analyst with an international reporting agency and rapidly progressed through the organization, holding a number of positions related to the development and implementation of specialized job functions, workload analysis, job evaluation, performance assessment, training, contact centres and operations management.

Jane joined Alberta Government Telephones (TELUS) and then Bell Canada as a business consultant. Her responsibilities included conducting operational assessments to assist her clients in determining their sales, marketing and servicing needs and designing, developing and delivering creative communications, marketing campaigns and training solutions.

Jane has been an independent contact centre consultant since 1990 and has worked with more than 200 different contact centres in North America, the Caribbean, India, Philippines and the Far East to develop sustainable Quality Assurance and Performance Management, Sales and Customer Service programs. Jane’s clients appreciate the fact that not only does she willingly share her knowledge and expertise; she takes the time to learn their business to ensure that the contact centre’s activities are aligned and complement the organization’s strategic goals and objectives.

For more than six years Jane served on the Contact Centre and Catalogue Councils of the CMA – Canadian Marketing Association. Jane was also a founding board member of the Canadian Telemarketing Association. Currently, Jane is currently a member of Contact Centre Canada, the Brampton Board of Trade, CTCA -the Canadian Telecommunications Consultants Association and GTACC - the Greater Toronto Area Contact Centre Association. Jane is also a Senior Advisor to CPA - the Contact Professionals Alliance.

A hands-on practitioner and creative presenter, Jane has been a featured speaker at a variety of conferences and conducted numerous in-house and public training seminars on the topics of Quality Monitoring and Coaching, Service Level Management, Performance Management, Customer Sales, Service and Communications.