Richard Desmarais, RPT
Director, Operations & Quality of Service, Telemerge Canada Inc.
Richmond Hill, ON
Proven experience in managing and building contact centres as well as business process optimization and overall change management due to mergers and acquisitions. Exemplary track record of corporate and customer training initiatives and project/product management. ISO 9000 Lead Auditor and Registered Professional Trainer (RPT).
Announcements
Media Release: Telemerge acquires conferencing industry “Client Service” trendsetter
TORONTO June 16, 2009 – Paul Doo, CEO of Telemerge is pleased to announce the
addition of Richard Desmarais as Director, Operations and Quality of Service reporting to
the President & CTO. Paul Doo says “Richard’s achievements have been exemplary over recent years. As Director of Service Operations for Enunciate Conferencing (now Premiere Global Services), Richard managed the overall strategy for client services, established the
infrastructure to accommodate the largest wholesale account base in North America,
spearheaded the ISO 9001:2000 Quality Program, orchestrated numerous product and service launches, and developed a highly rated Client Services Certification Program”. More... — June 16, 2009
Richard Desmarais announcements are available as an RSS/XML feed here.
Experience
- Director, Operations & Quality of Service, Telemerge Canada Inc. June 2009 - present
Telemerge Canada, Inc. is a Privately held Canadian Company that owns and operators a highly Unique Hosted Quality of Service (QoS) Videoconferencing and Webcasting Service, engineered on a Global Converged Network Infrastructure. - Director of Service Operations, Canada, Premiere Global Services February 2008 - April 2009
Responsible for the overall service delivery of the $13M customer base in Canada. - Director, Client Services & Integration, Enunciate Conferencing July 2004 - February 2008
o Managed overall strategy, direction and budget of Client Services department o Supported the largest wholesaler conferencing account base in North America - Manager, Client Services, Enunciate Conferencing July 2002 - July 2004
- Customer Manager, Quartet Service Corporation April 2000 - July 2002
- Process Analyst, Quartet Service Corporation April 2000 - July 2002
- Customer Care Analyst, Quartet Service Corporation April 2000 - July 2002
- Account Consultant - Major Accounts, Darome Canada (Bell Conferencing) October 1997 - April 2000
- Customer Relations Account Representative, Darome Canada (Bell Conferencing) October 1997 - April 2000
- Sales Associate, Darome Canada (Bell Conferencing) October 1997 - April 2000
Education
- BComm Honours Business Administration, University of Windsor September 1989 - June 1993
- Radio Broadcasting Diploma, Canadore College September 1987 - May 1989
Groups and Associations
1.Member of the CPTA (Canadian Professional Trainers Association) 2.Member of ICSA (International Customer Service Association) 3.Volunteer Coach for the Toronto Eagles Soccer Club 4. Assistant Coach for the Milton Magic Soccer Club
Honors and Awards
Transition Leadership Award 2007 - Premiere Global Services of Canada; 2-time President's Club winner (2005, 2006) - Enunciate Conferencing (now part of Premiere Global Services); Craftsman Award 2005 - Enunciate Conferencing (now part of Premiere Global Services); Client Services Consultant of 2005 - Enunciate Conferencing (now part of Premiere Global Services); CKAT Most Promising Announcer Award - Canadore College
Web Links
- Telemerge Canada Inc. Visit
Interests
Have taken several courses re: ISO, Project Management, Leadership and MS Office. Enjoy NCAA Football, NHL Hockey and Formula One
Little Known Fact About Me
I need a CPAP machine to sleep better at night and eliminate my snoring as I suffer from sleep apnea.