Richard Grey

Richard Grey has over 16 years of work experience, starting in 2004 with Cara Operations. Richard held multiple roles at Cara Operations, including Senior Manager of Client Service Desk and Facility Maintenance, Senior Manager of the Cara Call Centre, Manager of Special Projects, and Senior Call Centre Supervisor. At Cara Operations, Richard successfully managed IT and Facility Support services for 600 franchise and corporate business units, exceeded major KPIs in resolution and recovery times for critical incidents, and built relationships with the franchise network to demonstrate value and reduce voluntary churn.

Richard then joined KUBRA in 2013 as a Call Centre Manager, where they implemented Contact Centre strategies and improvements in systems, processes, employee engagement, and workforce optimization. Richard successfully oversaw the performance management of supervisors and direct agents, implemented a cost structure for growth opportunities, and increased business through project management methodologies.

In 2015, Richard joined G4S Secure Solutions Canada as the National Communication Centre Manager. Richard transformed a 24/7 critical incident support centre within the Protective Services industry by introducing best practices in forecasting/scheduling, training, employee performance, and quality assurance. Richard developed key relationships with major banking institutions and displayed the value of the centre in their security success.

Richard then returned to KUBRA in 2020 as a Management Consultant, and later transitioned to the role of Client Success Manager in 2021.

Lastly, Richard worked at FreshBooks as the Senior Manager of Telesales (Early Lifecycle) from 2018 to 2020. In this role, they implemented targeted marketing strategies to increase trial conversion and revenue. Richard was responsible for all aspects of the OTM channel, including cost, vendor relations, and business tactics. Richard built relationships cross-functionally, presented strategies to executives, developed annual channel strategies and operating budgets, and coordinated resources for various marketing functions.

Overall, Richard has a strong background in operations and management, with a focus on optimizing channels, driving revenue, building relationships, and implementing effective strategies.

Richard Grey has a Bachelor of Business Administration (B.B.A.) degree in Business Administration and Management, General from Yorkville University. Richard also has an Associate's degree in Business Management from Centennial College. In addition to their formal education, Richard has obtained certifications in Strategic Thinking and Writing a Marketing Plan from LinkedIn. Richard is also listed as having an ITIL V3 certification, although no information is provided regarding the institution or when it was obtained.