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Eric Young, PrincipalFor 25 years Eric has successfully improved performance in sales or service departments across multiple industry verticals.
Whether he is developing marketing strategy, introducing new customer communication channels, streamlining service operations or building and managing sales teams he has earned a reputation for putting 2-5% of gross revenue back to the bottom line where ever he goes.
He has proven over and over again that it is possible to find savings or improve sales without cutting headcount and without sacrificing service delivery. He offers clients real insight into new business development, sales management, call center management and customer strategy.
Eric holds a Bachelor of Arts degree, a Bachelor of Commerce degree, Six Sigma Black Belt Certification, Six Sigma Green Belt Certification, Lean Management Certification and is also a past Executive Committee member of the Canadian Marketing Association.
Eric resides in Toronto, Canada.
Bohdan Baluta, Associate Consultant People often ask me why Bohdan Baluta always has a smile on his face. Well the answer is simple. It's because there is always someone out there boasting about how their business has advanced in a short time because of the strategy, business case and elbow grease provided by Bohdan Baluta.
With over a decade of focused experience in organizational design, customer facing, training design and facilitation in customer centric care centers, Bohdan has a legacy of successes.
He methodically approaches assignments utilizing six sigma techniques and he brings a sharp eye wnen it comes to creating a "bottom up" approach to facing operational challenges.
Bohdan is known for working in deregulating industries (ie. Energy) and advocating that customers must come first as a basis for doing business in these changing environments.
Bohdan holds a Master of Public Administration, a Bachelor of Arts and Human Resource Management Certificate.
Heather Tawaststjerna, Associate Consultant"Playing hard" as an avid skier and outdoors enthusiast must be what gives Heather Tawaststjerna (Heather 'T" for short) the discipline to relentlessly tackle three issues that just never seem to go away.....Quality, Training and Performance Management
Heather is a Bell certified Advanced Performance Management consultant and she has logged over 17 years transforming call centers into high performance, next generation customer contact centers. Heather brings a sharp focus to creating:
- Customized training
- Quantifiable quality programs
- Performance Management programs
- HR strategies that link to Performance ManagementERIC YOUNG ASSOCIATES is a Division of Tele-Centre Assist Inc.
James A. Lackie, Associate Consultant
When it comes to contact centre start-ups and complex consolidations you’re in good hands with James Lackie leading the way through the maze of voice and data technology.
In addition to strong project management and process re-engineering skills, anything that touches voice telephony, voice messaging, IVR, PBXs, network architecture, multi-media, audio & video conferencing etc. is sure to make James smile.
James offers an impressive track record of installations and re-engineered centres, for both the public and private sectors.
416.498.9440
SALES GROWTH + CONTACT CENTER CONSULTANTS
Contact Centers & Sales Departments
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