President, Jean Mitchell Consulting
Jean is a certified corporate trainer, contact centre consultant, and former Manager of the Call Centre of Excellence at the British Columbia Institute of Technology (BCIT)
She is Past Chair of the BC Contact Centre Association (BC CCA) and Board Director of Contact Centre Canada. Jean has worked internationally delivering management training to a large call centre in New Delhi, India.
She has worked with a University in New Mexico and several large US Call Centres to provide training and recruitment. During Jean’s extensive career as a call centre consultant and trainer with TELUS and Stentor Resource Centre Inc. (SRCI) she focused on recruitment and specialized in motivational coaching for Supervisors and Team Leaders. Jean has worked with Government services, and many small, medium and large businesses across Canada.
Mary Wilson, Ph.D.
Instructional Designer and Facilitator, Jean Mitchell Consulting
Mary Wilson has been designing and delivering soft skills training since 2000. She has developed short sales and customer service courses (1-5 days) for clients, including ICBC, BC Ferries, Steels Industrial Products and Ivanhoe Cambridge. She has delivered train-the-trainer sessions for the Call Centre of Excellence Train-the-Trainer program at BCIT and several other clients. The Building Effective Service Teams (BEST) program she designed for Ivanhoe Cambridge was awarded a gold award for Canadian training excellence by the Canadian Society for Training and Development in 2007. As an instructional designer, she has worked with the Commonwealth of Learning to design effective writing courses for international organizations including the World Health Organization and the World Bank. She has an M.A. in Educational Studies (Adult Education) from UBC, and a Ph.D. in Education (Curriculum & Implementation) from Simon Fraser University, where her research focused on faculty development.