Mary Jones
mjones@thetaylorreachgroup.com
Mary Jones has over 20 years experience in Customer Service and Call Center operations. As Customer Service manager at Reader’s Digest in Canada, she outsourced the Canadian call center and subsequently managed that relationship.
As General Manager in Reader’s Digest Australia, she managed the Outsourced call center, and was instrumental an introducing programs to upsell, cross sell and reverse cancellations in the call center environment.
In both Canada and Australia, she was responsible for developing and implementing Quality Assurance programs within the call centers.
Mary served as President of the Call Center Chapter of the International Customer Service Association (ICSA) from 1990 – 2001, and during that time the chapter became known for bringing value to call centre managers in North America, particularly in the annual conference the chapter hosted.
She has been a speaker at conferences on customer service and on call center subject matter.
Since 2001, Mary has been working as a consultant on Call Center and Customer Service programs. She was helped companies in the areas of Training development, Call Center staff selection, and Quality programs.