IMP Customer Care (in Windsor and Bathurst) has a staff of over 120 agents. In addition, there are Floor Supervisors (aka Team Leaders), Senior Supervisors (aka Field Managers), IT Support Specialists, Project Managers, Account Managers as well as an established and supportive Senior Management team at IMP Group Limited.
The following will serve to demonstrate the wealth of knowledge and experience IMP’s team offers and its relevance to the requirements of lead generation and data collection.
Stephanie Small ~ Account Executive
As Account Executive, Stephanie’s primary responsibility is the generation of revenue by obtaining new business client accounts, and also through the management of existing client accounts. Using a consultative approach Stephanie bids and books projects, and, with the support of the team, ensures that clients become satisfied partners with IMP. In addition to this, Stephanie prepares all revenue forecasts and analysis for senior management, as well as all Business Development plans for the department.
Stephanie is an active member of the Marketing Research Association (MRA) and the Market Research and Intelligence Association (MRIA) and attends annual industry functions in order to stay as up to date on relevant industry news as possible.
Stephanie graduated from Acadia University with a Bachelor of Business Administration degree in 2004 (University Scholar distinction), specializing in Marketing and Customer Relationship Management. She has been a marketing consultant for various clients through Acadia and the Acadia Centre for Small Business and Entrepreneurship. Stephanie’s diverse experience also includes work in the Human Resources, Archival, Media Relations, and Television Production fields.
Cheryl Crowell ~ Operations Manager
As IMP Operations Manager, Cheryl oversees project management, production management, and data services to ensure that all project activities are accomplished as accurately, efficiently, and cost effectively as possible.
Cheryl began as an agent several years ago and since that time has held numerous positions of increasing responsibility (Team Lead -> Floor Manager -> Logistics Manager -> Project Manager -> Manager of Project Services). As part of her current responsibilities, Cheryl will monitor each project closely - from the time it is confirmed to the time it is complete. Collaboratively with the client and IMP staff, Cheryl will offer solutions to any issues that may arise, or changes that need to be made to ensure that all the requirements are met.
Gina Smith ~ Senior Supervisor
Gina began her career at as an agent in 2001 and quickly moved into Quality Assurance, and Reporting and Analysis positions. From there, Gina moved to Project Scheduler, and then into project management. Her current position is Senior Supervisor (aka Field Manager) and her diverse experience has given her all the tools to be successful in this position. Gina has, and continues to be, a strong leader both professionally and personally.
As a Senior Supervisor, Gina plans, directs and coordinates activities regarding the Team Leader and agent positions for optimal staffing levels, quality control, as well as motivation and production. Meeting these goals ensures that project objectives are executed on time and on budget. Her responsibilities include overseeing hiring and agent training, Team Lead and agent management, and in-field project management. She ensures deadlines are met and the quality of the information collected and imparted to the client remains at a consistent level of excellence.
Nadine Benoit ~ Data Services Specialist
Nadine began as a Data Services Technician in 2002. Time and again Nadine has proven herself to be a very talented, capable and organized individual; propelling her into increasingly responsible positions culminating in her current role as Data Services Specialist. As Data Services Specialist and Senior CATI Programmer, Nadine plays the lead role in the development, enhancement and maintenance of our CATI, Coding, Tabulation, IVR, and Web Survey services as well as other data services offerings.
Nadine graduated from St. Francis Xavier University with a Bachelor of Information Systems Degree in 2001. Nadine’s experience also includes being a Technical Support Associate in a call center environment where she was responsible for providing technical support to Windows XP customers via telephone.