Certified Associates
Empowering contact center excellence for 30 years!

ICMI Certified Associates

ICMI has selected only the best instructors in the industry to deliver our course offerings. These instructors are well known for their experience in our industry and their ability to deliver a quality course experience.

Brad Cleveland

Brad Cleveland

ICMI, Senior Advisor and Former President/CEO
bcleveland@icmi.com | Twitter

Brad Cleveland is often cited as one of the world's foremost leaders and thinkers in customer service and contact centers. He has worked in over 60 countries, has advised numerous governments, and counts many of today’s service leaders – Apple,...

Brad Cleveland is often cited as one of the world's foremost leaders and thinkers in customer service and contact centers. He has worked in over 60 countries, has advised numerous governments, and counts many of today’s service leaders – Apple, HP, American Express, and others – among his clients.  Brad is author/editor of eight books, including Call Center Management on Fast Forward , which won an Amazon.com best-selling award and is used in universities and corporate training programs around the world.  One of the initial partners in and former President and CEO of ICMI, Brad grew the firm into a global industry leader that is now part of United Business Media (London: UBM.L).  He now serves as a Senior Advisor to ICMI, and is an in-demand author, speaker and consultant.  His current research is focused on the future of customer service.

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Laura Grimes

ICMI, Senior Certified Associate
laura@harringtonconsultinggroup.com

Laura is CEO of Harrington Consulting Group Inc. She is an experienced consultant with over 20 years of successful business planning, project management, traffic engineering and resource management. Laura draws on her dynamic and innovative background in service and manufacturing...

Laura is CEO of Harrington Consulting Group Inc. She is an experienced consultant with over 20 years of successful business planning, project management, traffic engineering and resource management. Laura draws on her dynamic and innovative background in service and manufacturing operations with high-growth industry leaders. She has developed unique operational solutions for companies facing the challenges of managing multiple skills in multiple centers spanning the globe, including site selection and facility design. She is deft at developing customer relationship strategies and drilling those strategies down to operational plans.

Laura, a frequent speaker at conferences, enjoys sharing her passion for customer service and exploring alternative and innovative ways to efficiently and effectively gain loyalty and retain customers. She has taught and lectured at several universities, and has published many articles on different facets of call center management including strategy development, deployment of resources, motivation of associates and forecasting and scheduling.

Laura is an ICMI-Certified Call Center Management Consultant. She earned her master degree in business administration.

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Justin Robbins

ICMI, Community Director
jrobbins@icmi.com | Twitter

Justin Robbins is a contact center and talent development expert with over a decade of experience leading customer service organizations. He got his start in contact centers as a teenager doing cold-call outbound sales for newspaper subscriptions. Since then, he's...

Justin Robbins is a contact center and talent development expert with over a decade of experience leading customer service organizations. He got his start in contact centers as a teenager doing cold-call outbound sales for newspaper subscriptions. Since then, he's moved from agent to senior leader, worked in and with inbound and outbound centers ranging in size from 5 to 2500+, and gained experience in a number of industries including hospitality, technology, manufacturing, and education. Most recently, Justin developed the training and professional certification programs for the International Customer Management Institute and has personally trained thousands of individuals around the globe on contact center best practices.

As ICMI’s Community Manager, he leads their research programs, content direction, and the ICMI Global Contact Center Awards Program judging process. His infectious enthusiasm for the customer service industry has led him to be a writer, social enthusiast, and sought-after speaker on topics such as employee engagement, key performance indicators, and motivational business leadership.

You can reach Justin on-line at: www.twitter.com/justinmrobbins | www.linkedin.com/in/justinmrobbins | jrobbins@icmi.com

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Ann Gray

Gray and Associates, Lead Consultant and Owner
ann.gray@grayandassociates.net

Ann Gray is a recognized contact center consultant, speaker, and seminar leader. She brings an exciting and effective combination of passion, experience, knowledge, and energy to every engagement.

Ms. Gray’s work focuses on the contact center delivery...

Ann Gray is a recognized contact center consultant, speaker, and seminar leader. She brings an exciting and effective combination of passion, experience, knowledge, and energy to every engagement.

Ms. Gray’s work focuses on the contact center delivery channel of the overall customer experience and encompasses strategic planning, operations management, and performance maximization.  She has helped numerous organizations define and reach their customer experience goals through projects involving contact center planning and management, quality assurance, sales, retention, and training and development. Her experience spans several industries including financial, insurance, retail, medical, and technology.

Ms. Gray is the owner of the independent consulting firm, Gray and Associates.  She is a Senior Certified Associate of ICMI.

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Cheryl Helm

Helm Communications, Inc. , Consultancy Practice Owner
cheryl@helmcomm.com

Cheryl is a contact center/telecommunications consultant and educational instructor. She has been involved in these two areas for over 21 years. Her career began in England as a technical instructor of contact centre technologies developed by Nortel. Cheryl has worked...

Cheryl is a contact center/telecommunications consultant and educational instructor. She has been involved in these two areas for over 21 years. Her career began in England as a technical instructor of contact centre technologies developed by Nortel. Cheryl has worked with and instructed clients all over Europe, Australia, Japan, the Caribbean, US and Canada. She brings a wealth of experience to her clients as a result of the broad range of businesses with which she worked - insurance, health care, airlines, hotels, automobile associations, software developers, helpdesks, manufacturers, telephony and mobility, utilities both gas and hydro (electric), along with governmental agencies. To develop a well-rounded and in-depth perspective of contact centers, Cheryl teamed up with ICMI in 1998 and has instructed courses, web seminars and engaged in consulting projects with ICMI ever since.

Cheryl’s specialty is with customer contact/call flow design ensuring the design meets the customer and business needs, along with the statistical requirements. Translating those requirements into workable solutions is her forte,and she has a proven ability to provide interpretation of statistics for clients from the ACD, work force management and IVR systems.

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Gina Szabo

Gina Szabo

ICMI, Senior Certified Associate
gmszabo@rogers.com

Gina Szabo is a Senior Certified Associate of ICMI and President of Szabo Marketing International, a company dedicated to building and improving contact center performance globally.  She has over 25 years of progression customer contact management, training and consulting experience...

Gina Szabo is a Senior Certified Associate of ICMI and President of Szabo Marketing International, a company dedicated to building and improving contact center performance globally.  She has over 25 years of progression customer contact management, training and consulting experience in North America, the United Kingdom, Europe, China, Costa Rica, New Zealand and Australia.

Specializing in contact center performance improvement, Gina has been establishing and implementing organizational change, people development programs and business process improvements resulting in efficient, state-of-the-art customer contact operations. Her hands-on experience with small, medium and large enterprises has equipped Gina with proven models of success for contact center recruitment, training, workforce and campaign management, sales and service, monitoring, coaching, communications, bonus and incentive programs and reporting.

Gina is a committed professional who brings high energy, focus and positive outcomes to all her clients.  Her natural collaborative style coupled with outstanding communication skills allows for effortless skills transfer.

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Rose Polchin

ICMI, Senior Consultant
rpolchin@icmi.com

Rose Polchin is a Senior Consultant for ICMI. She brings over 25 years of contact center experience, both as an independent consultant and in contact center leadership roles within the financial services and health care industries. During her tenure as...

Rose Polchin is a Senior Consultant for ICMI. She brings over 25 years of contact center experience, both as an independent consultant and in contact center leadership roles within the financial services and health care industries. During her tenure as senior director of customer service strategies for one of the country’s largest health care services organizations, Rose’s leadership was instrumental in creating and implementing a common vision, strategy and processes across the company’s multi-site contact center network, which helped establish the contact centers as strategic assets for the business. 

Rose now continues her commitment to excellence in customer experience through her delivery of ICMI seminars and by partnering with customers on key projects.   Her hands-on experience has equipped her with the ability to consult with contact centers on all facets of contact center management from strategic development and deployment of resources to quality program design and employee engagement.  Rose’s passion and focus is partnering with customers to develop and implement strategies that create value for their respective organizations, customers and employees.

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Todd Gladden

PlanMen Consultancy, LLC, Vice President – US Operations
Todd.Gladden@Planmen.com

As the VP – US Operations, Todd specializes in the areas of Workforce Management Operations, Operational Process Consulting and Learning/Development.  With over 35 years experience, holding managerial and executive positions in the Telecom, Utility and Contact Center industry, he brings...

As the VP – US Operations, Todd specializes in the areas of Workforce Management Operations, Operational Process Consulting and Learning/Development.  With over 35 years experience, holding managerial and executive positions in the Telecom, Utility and Contact Center industry, he brings a wealth of knowledge in developing linkages between business strategies, workforce operational processes and leadership skills in learning/development. 

Todd has consulted with companies across the globe, working with businesses to identify operational, workforce management process and training opportunities where significant productivity gains can be realized.  He is a regular speaker at industry conferences, has published articles in trade journals and conducts seminars as an industry expert. 

He holds a Bachelor’s degree in Business Management, a Master’s in Human Resource Management and Lean Sigma Management certification.   He is a Certified Workforce Planning Professional (CWPP) and a charter member of the Board of Advisors for The Quality Assurance and Training Connection (QATC) and the International Society of Workforce Planning Professionals (SWPP).  He may be reached at Todd.Gladden@Planmen.com

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QuickPoll

Does your contact center have a policy regarding allowing agents who wish to apply for internal company positions outside the contact center?

No, we don’t have a formal policy
Yes, agents must work in the contact center for at least 1 year before applying for other positions
Yes, agents must work in the contact center for at least 6 months before applying for other positions
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