|The In Genius Solutions Team:|
Frank Muzzi, Toronto, Ontario, Canada, Principal Consultant, North America
Co-Founder and Partner of In Genius Solutions Inc. a privately held Professional Services firm based in Toronto, Ontario focused on bringing best-in-class Business Leadership, Telecommunications Technology, and Customer Experience Strategy Solutions to clients internationally. Frank is a Senior Information Technology Executive with experience in the Telecommunications, Financial and Insurance industries. Throughout his tenure, Frank has worked in numerous countries around the world, bringing practical and effective solutions to clients who are looking to improve and expand their businesses globally. Having managed large-scale, multi-disciplinary projects such as Call Centre Start-Ups and Technology Implementations in various global locations such as India, Philippines, the US and Canada, Frank has built strong leadership, problem-solving and team-building capabilities. Franks’ accomplishments include generating $80 million in sales revenue and millions in cost savings for organizations throughout his career.
Lilly Krstic, Toronto, Ontario, Canada, Principal Consultant, North America
Co-Founder and Partner of In Genius Solutions Inc., Lilly has extensive experience as a Strategic Consultant in various industries such as telecommunications, financial, insurance, airline and others. Offering proven methodologies in the areas of Customer Experience, Technology Project Implementation and Performance Management solutions, Lilly has achieved extraordinary results in the areas of Customer Satisfaction and Retention, Employee Engagement, Cost Savings and Quality. Having spent the majority of her career building improvement strategies and transformational roadmaps for clients, Lilly enjoys leading clients through their change initiatives and implementing solutions that have sustainable, measurable and positive results.
Bob Hamilton, Vancouver, BC, Canada, Principal Consultant, North America
Over the past 28 years Bob has gained experience in Call Centre Operations, Marketing and Finance within the Telecommunications Industry (Wireless, Cable and Landline) and International Airline business. Most recently he was Regional Vice President for Customer Care for Rogers Communications with responsibility for over 1,500 employees in BC, Alberta and Ontario. He holds designations in finance and accounting (CGA Canada) as well as marketing and international management. Bob was responsible for managing the day to day operations of a large scale operation within the Western Region and also held national responsibility for target setting, and scorecards for over 5,000 customer care consultants nationally including third party providers. He also launched a work from home project which started with 120 employees and has now expanded to over 400 employees which resulted in improved customer satisfaction, employee satisfaction and reduced operating costs. The Western Region delivered service levels, improved customer satisfaction and had higher employee satisfaction most years while consistently delivering at or below budgeted costs.
Wes Obrien, Boca Raton, Florida, USA, Principal Consultant International BPO
In a leadership career spanning more than 25 years, Wes has held a variety of senior roles in the BPO and call center industry specializing in Telecom, Insurance, Healthcare, Financial Services and E-Commerce. He has developed an impressive track record of accomplishment in the areas of revenue growth and business process improvement. He has served in a number of multinational organizations including MCI, where he was head of the Small Business Division; PRC, a leader in outsourced customer care, where he held the position of President and COO; and, most recently, Cambridge Solutions (now xChanging), a global process improvement and BPO firm, where he led their highly successful Insurance and Healthcare BPO Division for North America and Asia.
Michael Le Page, Dundas, Ontario, Canada, Principal Project Manager
Michael is a Project Management Specialist with more than 15 years experience. Michael's expertise in Project Management systems and Project Management Leadership has benefitted small and large companies alike.
Recently Michael's focus has been on delivering Enterprise Project Management Solutions for large scale companies in the Construction, Oil & Gas and Power Generation industries. Also a trainer and curriculum designer, Michael has educated hundreds of students and continues to promote the value of Project Management principles in all industries. Michael holds his PMP designation with PMI.org.