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Rose is a Senior Consultant for ICMI. She brings over 20 years of call center experience including, five years as an independent consultant and 15 years of hands-on call center leadership roles in the financial services and health care industries. During her tenure as Senior Director of Customer Service Strategies for one of the country’s largest health care laboratory services, her leadership was instrumental in creating and implementing a common vision, mission, strategy and processes across the company’s multi-site contact center network. The results included standardized and improved: call handling processes, key performance indicators, quality and coaching standards, technology, recruiting and hiring practices, training programs and establishing the contact centers as strategic assets for the business. Rose now continues her commitment to excellence in customer service through her delivery of all four of ICMI in-person seminars, multiple web-based seminars and by partnering with customers on key projects. Customers and attendees of her seminars praise her energy, knowledge and dedication to assisting individuals and contact centers in meeting/exceeding objectives and creating value for their respective organizations and its customers. Rose is a member of the International Customer Service Association and the American Society of Training and Development. She is a popular speaker at industry seminars and conferences throughout the United States, Canada, Europe, Australia and New Zealand, and regularly authors articles on key industry topics for Call Center Management Review and other industry publications. While attending Rutgers University, Rose studied Management and subsequently graduated Summa Cum Laude with a degree in Business Management from William Paterson University. Additionally, she completed post-graduate work in customer-driven marketing at Cornell University. | 