Eli Federman

Practice Leader, Omnichannel & Contact Centers

Eli Federman

Eli is a strategic sales and service delivery leader with 25 years of management and consulting experience specializing in contact centers. He has worked across channels and industries as well as in several geographies. Eli is primarily focused on partnering with clients to optimize service operations, generate revenue opportunities and build a differentiated customer experience.

Prior to joining Burnie Group, Eli was an independent consultant, specializing in service delivery and contact centers. He has also worked in several leadership positions, including, Director of Customer Care at OfficeMax Grand & Toy and Site Director at Whirlpool Corporation. His experience includes delivering multichannel customer experiences via the phone, live chat, and email. He also has deep expertise in deploying and managing contact centres, including insourcing, outsourcing, start-up, and consolidation.

While leading the Omnichannel & Contact Center practice at Burnie Group, Eli has championed strategic initiatives to assist his clients, including 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 enables 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.