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Marilyn Saulnier is a Senior Consultant at ICMI bringing more than 20 years’ experience in call center operations and consulting to her projects. Marilyn has worked with clients across a broad range of industries to improve the efficiency and effectiveness of their call center operations. She has expertise in forecasting and budgeting, workforce management, quality and training programs, and educating senior management and front line agents on the dynamics of call centers. Her consulting experience includes such clients as Wells Fargo, Bahamas Telecommunications Company, New York Independent System Operator, National Cancer Institute, and Target Financial Services. Ms. Saulnier is frequent speaker at industry events and is a published author in ICMI’s Call Center Management Review. She has a Bachelor’s Degree in Business Management from Northeastern University in Boston and has served on the Board of Directors for the New England Telecommunications Association for several years. | 