Service Agility: An Independent Contact Center Consulting, Training and Outsourcing Firm

Marilyn Saulnier is a Senior Consultant at Service Agility, providing consulting services to clients seeking to improve the efficiency and quality of services provided to their customers. She has worked with clients across a broad range of industries in improving their call center operations and improving the customer experience in over 8 years of her consulting experience.

Prior to joining Service Agility, she spent 5 years as a Senior Consultant for the International Customer Management Institute (ICMI) and 3 years as a Senior Consultant for Alltel Information Services, Global Professional Services. Prior to becoming a consultant, Marilyn spent over 18 years managing all aspects of call center operations.

Consulting Experience
Marilyn has experience consulting with clients on long term, multi-phased projects as well as short-term projects focused on specific aspects of the clients call center operation. Some of Marilyn’s clients include:

Examples of Marilyn’s work for her consulting clients include:

• Maximized value added by call center to the organization through strategic planning, implementation of planning methodologies, process improvements, and mentoring.
• Analyzed client operations for cost efficiency and opportunities to improve customer experience and increase revenue through building customer loyalty.
• Developed client quality monitoring programs, training management on program administration and coaching skills, report development, and managed the program rollout
• Analyzed, documented, and recommended process improvements to eliminate redundancy and improve efficiency and quality

Speaking Engagements
Marilyn is a frequent speaker at public and private conferences and has led many training seminar sessions across the country and abroad on a variety of topics. Her passion for her work and her ability to engage the audience enables her to motivate and stimulate people to action. Speaking engagements include:

• Annual Call Center Exhibit (ACCE) 2003 – 2008
• Call Center Demo (East and West) 2003 – 2008
• Blue Cross Blue Shield Customer Contacts and Claims Conference 2005 – 2008
• National Emergency Number Association (NENA) Conference 2006
• Help Desk Institute Conference 2008
• New England Call Center Forum 2006, 2008
• Austin Call Center Forum 2006
• Showtime Marketing Conference 2005
• ICMI Training Seminars 2003 – 2008
• Middle East Contact Center Conference 2009

Writing
In addition to consulting and speaking engagements, Marilyn has published articles in Customer Management Insight, Call Center Management Review and contributed on the latest edition of Call Center Management on Fast Forward, by Brad Cleveland.

Corporate Experience
Marilyn’s experience includes management and leadership positions at Potpourri Collection, Chadwick’s of Boston direct marketing retail companies, and Eastern Airlines Reservations. Accomplishments and major contributions to these organizations include:

• Increased corporate commitment to customer satisfaction through an organizational wide initiative on customer service educating and collaborating with senior executives and other department management on their impact on the customer experience.
• Increased productivity and efficiency by over 30% through establishment of objectives, performance standards, incentive programs, and skills development.
• Developed formalized call center metrics, policies and procedures, new hire training programs, implemented formal quality monitoring program increasing quality and delivery of a consistent customer experience.
• Developed and implemented workforce management methodologies dramatically improving service level performance, budgeting, and staff planning effectiveness

Contact
Marilyn Saulnier
Senior Consultant
Service Agility
marilyns@serviceagility.com
(617) 481-5034