Mary Proc
Guest InstructorYears Experience: 19
Education: Ms. Proc holds a Masters degree in Political Science from McMaster University in Canada.
Biography:
Mary Proc is an experienced call centre leader currently based in Toronto, Ontario with a prominent Canadian national bank. In her role as Senior Director, she leads a staff of 400 serving over 3 million retail clients annually. Last year she led her centre to achieve 128% of its sales targets while at the same time achieving the highest employee satisfaction ever.
For the same bank, Ms. Proc led a call centre servicing large corporate clients which was Siebel CRM-enabled. She brought this centre from start-up to steady-state operations, achieving all targets along the way. She summarized her experience in a presentation to the Customer Contact Strategy Forum in Toronto and Vancouver called, “10 Lessons Learned from a Successful CRM Implementation”.
Ms. Proc also has operational and call centre experience in the public sector. She led the largest call centre in the Government of Ontario for the Ministry of Finance. Her success in reengineering in a public sector environment was summarized in a report she co-authored in the British Journal of Business Change and Reengineering, entitled, “The Premier of Ontario’s Correspondence Unit: Strategic Design of the Communications Process”. Ms. Proc also led the operations of the Toronto Reservations Office of Canadian Airlines, a call centre of 300 unionized sales staff responsible for sales of $112 million annually.
