Eli Federman

Practice Leader, Omnichannel & Contact Centers

Eli Federman

Eli is a strategic, customer service, and sales leader with 25 years of management and consulting experience across various channels. Eli has worked with global clients from multiple industries to optimize customer operations, generate revenue opportunities and build a differentiated customer experience.

While leading the Omnichannel & Contact Center practice at Burnie Group, Eli has championed strategic initiatives to assist his clients. These initiatives include target operating model design, contact center stand-up, omnichannel program development, interactive voice response (IVR) and telephony diagnostic, and contact center benchmarking. With a global perspective, diverse knowledge and practical experience, Eli’s expertise and experience enable him to help our clients optimize and transform their service delivery.

Eli is active in the service delivery and contact center community and has spoken at industry events and seminars. In addition, he actively participates in webinars to help inform and educate and has shared his perspectives in various industry publications.

Eli earned a Bachelor of Arts in Political Science from Concordia University. Outside of work, Eli enjoys practicing martial arts, world travel, and staying fashion-forward.