|
 Richard is a certified ISO 9001:2000 Lead Auditor and has intensively studied the poetry of the ISO 9000 family. With Richard’s leadership as Enunciate Conferencing’s ISO Management Representative, Enunciate achieved certification on its first attempt and became the first and only ISO-certified conferencing company in the world. He is a Registered Professional Trainer (RPT), a nationally-recognized designation in Canada. To date, there are only 176 RPTs in Canada. He is a member of the Canadian Professional Trainers Association (CPTA), the Association of Independent Consultants (AIC) and the International Customer Service Association (ICSA). Richard is also a certified as a Microsoft Master Office Specialist.
Many would describe Richard as a ‘change agent’. He observes. He improves. However much of a gross oversimplification this may be, it neatly summarizes one of his key strengths. He is also typically described as an ‘operations guy’ or ‘process guy’. In any case, he has been wildly successful in both Sales and Service. Richard does not believe in the status quo. His objective is to maximize every opportunity, leverage every strength, eliminate inefficiencies and better serve the customer. To Richard, the customer is not only your accounts who pay you money for your products and services but also your employees who are in business to serve the customer. Expect to be asked the question “Why?” in a conversation with Richard as he seeks to find areas of improvement to transform your business into a world-class operation. He has proven experience in managing and building contact centres as well as business process optimization, change management due to mergers and acquisitions and business communication solutions (audio/web/video conferencing). Richard played an integral role in facilitating the absorption of Enunciate Conferencing into Premiere Global Services when the latter acquired the former and earned the Transition Leadership Award. His exemplary track record of corporate and customer training initiatives and project/product management helped him become a 2-time President's Club winner and Craftsman Award winner (given to the individual most passionate about his role and overall contributions to the company). In his previous life, Richard was bestowed with the CKAT Most Promising Announcer Award and promptly abandoned any hope of pursuing a career in radio broadcasting  . In his spare time, Richard volunteers as a coach for boys soccer teams, reads obsessively, spends quality time with his wife and two children and takes good care of his pet hamsters. Richard’s expertise covers: - ISO 9001:2008
- Training/Development
- Audio/Web/Video Conferencing Products & Services
- Continuous Quality Improvement
- Process Reengineering
- Policy/Procedure Implementation
- Productivity Improvement
- Change Management
- New Product Launches
- Project Management
- Organizational Development
- quisitions & Integration
- Key Account Management
- Multi-Channel Management
- Outsourcing Operations
- Strategic Partnerships
- Vendor Selection
|
