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MultiChannel Connected Customer March2018

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Michelle Williams Michelle Williams, Director Customer Care, Dorel Juvenile
Over the past 20 years in contact center environments, and most recently in the analysis field, Michelle’s focus has been on supporting innovation and leadership, on actively designing rather than reacting to the future. She has led corporate management teams, including C level executives to: Commit themselves entirely to the goal of superior quality in every aspect of service and performance, Free managers from their traditional focus on authority and control so they can embrace coaching and development, Build transformations into an existing infrastructure to avoid cost and time-consuming changes that erode success.