Lionel Riley
Moncton
Summary
Experienced Contact Center Executive focused on strategic and tactical direction of both inbound/outbound Contact Centers over the past 30 + years. A Confident, innovative, and determined leader recognized by clients and corporate executive teams for the ability to collaborate at all levels to successfully drive initiatives. Recognized as highly skilled in building and leveraging relationships with internal and external clients to achieve common goals.
Professional leader with executive experience ready to drive impactful change. Proven ability to implement strategic initiatives and enhance operational performance. Valued for collaborative team leadership and adaptability to evolving business needs.
Knowledgeable [Desired Position] with background in executive leadership. Guided strategic initiatives that enhanced operational efficiency and fostered organizational growth. Demonstrated expertise in leadership and strategic planning.
Results-driven executive with extensive experience in strategic leadership and operational excellence. Proven track record in driving growth, optimizing processes, and fostering team collaboration. Exceptional skills in strategic planning, financial management, and stakeholder engagement. Adaptable and reliable, consistently achieving high-impact results in dynamic environments.
Experienced with executive leadership and strategic planning. Utilizes innovative approaches to drive business growth and operational excellence. Track record of effective team collaboration and achieving results.
Accomplished [Job Title] with progressive industry background and decisive leadership style. Offers strategic planning abilities, background in change management and forward-thinking mindset. Ready for challenges and focused on meeting future demands.
Overview
33
33
years of professional experience
Work History
Vice President Contact Centres
Cloud5 Communications
05.2014 - Current
- Reporting to the SVP & GM Contact Centers with overall responsibility for managing 5 Contact Center locations
- Manage budget and P&L for multiple Contact Centre locations
- Strategic planning and execution to enhance profitability, productivity, and efficiency throughout the multi Contact Center Operations
- Develop and direct the management of the customer call centers to ensure customer satisfaction and meeting goal objectives
- Improve call efficiency, low abandonment, increased revenue through efficient staffing models and improved employee product knowledge and training
- Ensure that company is migrated toward technology offerings that will generate higher efficiency, enhanced reporting and tracking capabilities
- Interact regularly with executive team and individual department heads to ensure that company's operational priorities are aligned with total company direction
- Continually investigate and introduce process improvement measures
- Ensure the hiring model is reflective of the customer demand with flexibility to address +/- 15% of volumes
Site Director
HGS - Hinduja Global Solutions Ltd.
05.2010 - 05.2014
- Partnered with human resources, workforce management, Technology, and quality Assurance to ensure consistency and focus on objectives corporately
- Manage budget and P&L for multiple Contact Centre locations
Director of Operations / HR
Arvato Digital Services Inc.
03.2008 - 09.2010
- Manage budget and P&L for multiple Contact Centre locations
- Actively participate in cost and pricing analysis of additional business through organic growth and new business opportunities
- Responsible for overall employee growth and development
- High emphasis on Quality Assurance and customer service
Regional Director
Minacs Worldwide
05.2004 - 03.2008
- Reporting to the Chief Operating Officer, Responsible for managing 3 call center operations in our eastern geography
- Manage clients in the Financial, Telecom, Technology and Media sectors for both inbound and outbound channels
- Implement, participate, and contribute to planning processes and strategies that improve proactive responsiveness to client and company needs and expectations
- Managed 8 direct and 1500 indirect employees
Site Director
AOL Canada
04.2000 - 05.2004
- Reporting to the VP of operations I was responsible for managing the center operations and build a strong relationship with all supporting departments (IT, HR, Work Force and Telephony)
Director of Proactive Sales
Royal Bank of Canada
02.1994 - 04.2000
- Managed a sales team in mortgage renewals and changes
- Responsible for team of 25
- Exceeded targets by 30%
Team Leader/ strategic Contact center migration project
UPS
09.1991 - 02.1994
Skills
- Team Operations
- Project Coordination
- Budget Management
- P&L Management
- Employee Relations
- Collaboration
- Efficiency Maximization
- Productivity Improvement
- Team Management
- Goal Setting
- Objective Setting
- Liaison
- Team leadership
- Operational planning
- Operational efficiency
- Client relationships
- People management
- Team motivation
- Relationship building
- Facility management
- Strategic planning and execution
- Staff training and development
- Team management
- Work Planning and Prioritization
- Decision-making
- Performance improvements
- Business management
- Meetings and presentations
- Creativity and innovation
- Work planning
- Critical thinking
- Program leadership
- Process improvements
- Employee recruitment
- Strategies and goals
- Overseeing daily activities
- Coaching and mentoring
- Policy improvements
- Cost control
- Staff oversight
- Budget management
- Quality improvement
- Complex Problem-solving
- Performance updates
- Leadership training
- Innovation and creativity
- Issues resolution
- Mentoring
- Client relationship building
- Hiring practices
- Workforce planning
- Talent acquisition
- Contract and vendor management
- Daily workflow improvement
- Strategic planning
- Performance analysis
- Brand awareness
- Leading team meetings
- Business development
- Schedule oversight
- Financial reporting
- Results-driven
- Risk mitigation
- Customer satisfaction
- Charismatic leader
- Account management
- Operations management
- Financial controls implementation
- Partnerships and alliances
- Coaching
- Customer service
- Competitor analysis
- Client support
- Documentation and reporting
- Staff training/development
- Employee development
- Facilities management
- Team supervision
- Process improvement
- Team evaluation
- Content development
- Client service
- Negotiation and persuasion
- Employee relations
- Issue resolution
- Quality assurance
- KPI tracking
- Sales management
- Business leadership
- Effective leader
- Giving constructive feedback
- Performance monitoring
- Security management
- Customer relations
- Organizational structuring
- Budget development
- Key performance indicators
Accomplishments
- Resolved product issue through consumer testing.
- Collaborated with team of [Number] in the development of [Project name].
Courses And Seminars
- The 7 habits for Managers, Franklin Covey
- Managing Sales Professionals, PLUS Corp.
- Human Resources Absenteeism and Corrective Action
- Situational Leadership- Center for Leadership Studies, Inc.
- Diversity Workshop - RBC Financial Group
- Professional Coaching Skill, Learning Int'l
- Performance Planning
- Time Management - Franklin Covey
- Servicing the Client - Canadian Institute of Bankers
Languages
English
Full Professional
Timeline
Vice President Contact Centres
Cloud5 Communications
05.2014 - Current
Site Director
HGS - Hinduja Global Solutions Ltd.
05.2010 - 05.2014
Director of Operations / HR
Arvato Digital Services Inc.
03.2008 - 09.2010
Regional Director
Minacs Worldwide
05.2004 - 03.2008
Site Director
AOL Canada
04.2000 - 05.2004
Director of Proactive Sales
Royal Bank of Canada
02.1994 - 04.2000
Team Leader/ strategic Contact center migration project
UPS
09.1991 - 02.1994
Similar Profiles
Jonathan CruzJonathan Cruz
Customer Service Representative at Cloud5 CommunicationsCustomer Service Representative at Cloud5 Communications
HARMEET KAURHARMEET KAUR
Travel Consultant at CLOUD5 COMMUNICATIONSTravel Consultant at CLOUD5 COMMUNICATIONS
Mohit MisraMohit Misra
Flex Reservations Agent (Inbound Sales) at Cloud5 CommunicationsFlex Reservations Agent (Inbound Sales) at Cloud5 Communications
Matthew McclellandMatthew Mcclelland
Call Centre Representative at Cloud5 CommunicationsCall Centre Representative at Cloud5 Communications
Harsimran SinghHarsimran Singh
Construction Worker at Skyline Construction LtdConstruction Worker at Skyline Construction Ltd