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Lesley Vereen is a Senior Consultant with ICMI. With a focus on quality and performance improvement initiatives, she has worked with clients to improve customer access strategies and satisfaction through development of efficient call handling processes and implementation of quality and coaching programs. Her extensive domestic and international consulting experience includes working with clients to assess and develop quality improvement opportunities, implement training programs, improve operational processes and analyze call handling processes through transaction workflows. Her 16 years of call center experience includes providing management and strategic customer service leadership for one of the country’s largest managed health care insurance companies, along with previous consulting and training experience in multiple industries. As a consultant with ICMI, she provides comprehensive multi-industry call center assessments and works closely with clients to develop strategies and recommendations to improve their call center operations. In addition to consulting, Lesley also facilitates ICMI's call center management and agent training seminars. She has written articles for industry publications and is a frequent speaker at industry conferences. Lesley is a graduate of East Carolina University and a member of the American Society for Training and Development. | 