Mark R.

Background

About Mark R.

Mark offers a more than thirty-year career in the contact centre industry, from agent to VP. He is engaging, open, authentic and transparent. He focuses on leadership development, real accountability and cultural changes that result in less employee apathy, reduces the cost of rework and attrition. Mark's most effective skill is his passion for helping people. A true leader and coaching/feedback expert, Mark customizes his approach to avoid cookie-cutter responses. He works with individuals on an individual level to help get to the truth and bring out the best in everyone! Public Speaker "Shitty Leadership 2.0" at HRPA 2019 Public Speaker "Making Shitty Leaders Less Shitty" at HRPA2018 Highly dedicated and respected Senior-Level Director of Learning and Development Contact Centre Global Leader - International Experience Managing Director, Operations Director, Head of Contact Centres, Consultant, VP Customer Care Creative Learning & Development Executive with a strong focus on Adult Learning Leadership Development Member Experience Journey Mapping Guru Customer Experience Champion Certified Six Sigma Green Belt Certified Professional Coach - CPC Certified Adult Learner His extensive background, primarily within the contact center industry, has offered high rewards and personal growth; working with some top companies in Canada, the United States, and across the United Kingdom. His background has crossed many industries including utilities, financial services, healthcare, telecommunications, retail sales, and technology. In 2013, Mark developed the “The Ego Continuum” framework. With the launch of his first book “A How-To Guide for Shitty Leaders to Become Less Shitty through Active Leadership,” in 2017, Mark has strengthened his Active Leadership methodology which focuses on self-awareness, leadership brand, and useful feedback delivery. Upon the success of Volume 1, Mark wrote Volume 2, extending the broader lens of Active Leadership and Self-Awareness, even further.