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Company: Our People:Sima Bracken
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Name:
SIMA B. BRACKEN ,PMP, MBA
SPECIALIST IN CALL CENTRE & CRM INITIATIVES
In Brief:
Highly-skilled Project Director with an award-winning track record leading large-scale enterprise projects. Specialist in corporate call centre environments with over 11 years experience directing the strategic planning, construction, delivery, operations, systems, processes, and service improvement of world-class contact centres and CRM enterprises. Known and recognized for results-driven focus and consistent ability to achieve and surpass objectives.
Advance project management capabilities across the full project lifecycle, with the unique ability to mitigate obstacles and ensure delivery of massive projects on time and within budget. Motivating leader skilled in building, mentoring, and leading high performance teams that deliver.
Highlights:
- Ontario Real Estate Association – Contracted to lead the planning and implementation of OREA’s new enterprise-wide CRM, CRI, and LCMS systems, the single largest technology initiative in the company’s history. Control a $4.5 million budget with direction over a 20-person project team.
- American Express, Canada – Hired by Amex’s International Call Centres to analyze and maximize inbound sales selling skills to support the overall sales strategy. Examined existing practices and tools, identified inconsistencies, and developed a tailored sales training program to help Contact Centre staff seize sales opportunities. Further developed post-implementation measurements and reports to gauge success of the program.
- CIBC, TELEPHONE BANKING, Toronto, Ontario - Key strategic, planning and operational contributor to the development and growth of CIBC’s new Telephone Banking service. Advanced through increasingly senior leadership roles on the strength of consistent award-winning performance
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