Cecelia MacLellan, Staples
Cecelia started her Contact Centre career in 1994 and spent the first 9 years managing in the outsource sales environment. In 2003 she joined Staples as Contact Centre Manager for Staples.com customer service.
Staples helps business customers make more happen by providing a broad assortment of products, expanded business services and easy ways to shop – in stores, online via mobile or through social apps.
Staples Business Advantage, the business-to-business division, caters to mid-market, commercial and enterprise-sized customers by offering a one-source solution for the products and services they need, combined with best-in-class customer service, competitive pricing, and a state-of-the-art e-commerce site.
Over the past 14 years, Cecelia has seen increasing levels of responsibility and is currently Director of Customer Care for Staples Business Advantage.
Marco Colaiacovo, HGS
Marco has been in the contact center industry for the past 20 years in senior operations and client facing roles with multiple site responsibility. Marco began his career with Convergys where he moved from operations to client services overseeing 7 sites in Canada and 2 in the US. Marco then moved to Register.com where he oversaw the global corporate division and brought a full spectrum of functionality into one operational site, from sales to account management to back office to invoicing to collections
In his current role with HGS, Marco has developed and is growing a North American Work@Home solution that has enabled HGS to enter strategic locations otherwise not available in traditional B&M
Marco coaches several sports and plays golf whenever the opportunity arises.
Shane Maguiness, Group Elite
Shane Maguiness is the Vice President of Sales for Group Elite Communications Inc. and has specialized in Workforce Optimization technology for more than 15 years. Shane works with contact centres across North America to uncover opportunities to increase sales, improve operational efficiency and reduce cost through the implementation of solutions and processes. Previously, Shane has spent time as a Supervisor for an Inbound/Outbound Software Sales department and as an agent in an inbound contact centre environment. Shane has been a board member at CCNS since 2010 and participates in other associations across North America.
Lucian Jurko, Xerox
Lucian Jurko is a Global Business Manager with Xerox Canada. He grew his professional career in the contact centre industry for the past 15 years. From agent through change management, systems and business development to his current role in transforming the global customer service delivery, his focus remains on the customer and employee experience.
Lucian resides in Dartmouth with his wife, where they are active members in their church community.
Trygve Arnason, Web.com
Anita Swamy, PMP, PMI-RMP, Manulife
Anita is an Officer of Manulife with over 16 years of progressive experience in business transformation, operations, complex project management and process optimization. She is consistently recognized as an influential leader who creates high performing teams through establishing a clear vision, collaborative partnerships, and effective communication.
Anita is the Vice President, Insurance and Wealth and Asset Management Canada, and is responsible for a team that manages all aspects of Insurance Administration (new business, inforce, reinsurance and actuarial support), along with Distributor and Administration Support including projects, training, process and Steady State support.
Prior to Anita’s current role, she held the position of Interim Vice President of the Contact Centres in the Canadian Division and was responsible for customer service in 10 lines of business, 1,300 staff and related support functions. She still works closely with the Contact Centres in her new role.
Before joining Manulife, Anita spent time consulting in the technology, utilities, telecommunications space on business transformation, M&A integration and project management.
A graduate of Dalhousie University with a Bachelor of Commerce she holds the designations of Project Management Professional (PMP) and Project Management Institute’s Risk Management Professional (PMI-RMP) and currently serves on the Board of the Contact Centre Association of Nova Scotia (CCNS).
Kerem Eyupoglu, Staples