With 20 years of experience in the market research field, Mr. McDonald has acquired a strong background in managing call centres, employees and projects. During all these years, he has held and excelled at various positions, from telephone interviewer to call centre supervisor, to director of call centre operations, and finally associate vice-president of operations.
He plans and coordinates guidelines for the department, particularly when it comes to developing procedures to organize the work of various units, such as programming and project management.
He oversees managing, structuring and guiding operational teams in the interests of efficiency and improved performance, with the ultimate goal to achieve customer satisfaction.
This career path has led Mr. McDonald to contribute to the company’s expansion and growth through his involvement in the development of monitoring and follow-up procedures, quality control, and continuing professional training.