Senior Certified Consultant and Trainer, ICMI
Wendy has a passion for Customer Service and the talent to quickly identify opportunities within an organization. She provides the necessary design to make cost-effective, data driven, impactful change.
In her 30 years in the contact center industry, she has worked with more than 100 clients across a variety of industries. Wendy has been helping organizations improve performance by providing expert analysis, feedback and actionable solutions in such areas as: Workforce Management, Quality Assurance, Call Routing, Employee Retention, Recruiting and Hiring, Training & Development and Performance Management.
Wendy has a proven track record for implementing and reengineering successful, world-class workforce management practices for dozens of companies of all sizes and industries. She has experience with many WFM products such as: Nice, Verint, Aspect, Genesys, Pipkins, Calabrio, WFMSG and Teleopti.
Wendy is a Senior Certified Consultant and Trainer for ICMI where she teaches such courses as:
• Workforce Management Bootcamp
• Next Level Workforce Management
• The Power of Metrics and Data
• Contact Center Coaching
• Essential Skills and Knowledge of Effective Contact Center Management
She is also a guest speaker at many industry events such as ICMI, NECCF and SWPP. Wendy calls Jacksonville Beach, Florida home. In her spare time, you can find her on the beach or on the boat, walking her two teacup Chihuahuas-- Zoe and Zuri or playing with her two grandsons, Wade and Conor.