Marco Colaiacovo, HGS
Marco has been in the contact center industry for the past 13 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 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. He then moved to Charlottetown PEI to run the Resolve site with 500 FTE and multiple programs. Returning to Dartmouth brought the opportunity to lead the Convergys site with 750 FTE. Marco coaches several sports and plays golf whenever the opportunity arises.
Cecelia MacLellan, Staples
Cecelia started her Contact Centre career in 1994 and spent the next 9 years managing in the outsource sales environment. In 2003 she joined Staples as Contact Centre Manager for Staples.com customer service. Over the past 9 years Cecelia has seen increasing levels of responsibility and currently manages sites in both Canada and the US.
Cecelia and her husband live in Lower Sackville. They can often be found at the ball fields and arenas across HRM with their children Justin and Lauren.
Shane Maguiness, Group Elite
Shane Maguiness is the Recording Solution Manager for Sensus Communication Solutions Inc. and has been a Value Added distributor for NICE Customer Experience Management solutions for 10 years. Shane helps contact centres across Canada 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 is an active member of other contact centre associations across Canada.
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 of Retail, Customer Experience and is responsible for a team that manages all aspects of Retail Markets’ Insurance Administration (new business, enforce, reinsurance and actuarial support), Investments Administration, Manulife Securities Administration, 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