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 various industries to optimize customer operations, generate revenue opportunities and build a differentiated customer experience.

Prior to his appointment as a Practice Leader, Eli was an independent customer service consultant. During this time Eli consulted for The Burnie Group as a Strategy & Contact Centre Expert.  Prior to embarking on his consulting career, Eli worked in several strategic leadership positions, including Senior Consultant at Desjardins, Director of Customer Care at OfficeMax Grand & Toy and Site Director at Whirlpool Corporation.

Eli’s experience includes: Delivering multichannel customer experiences via the phone, live chat, automated self-serve and social media. He also has deep expertise in the deployment and management of contact centres, including insourcing, outsourcing as well as start-up and consolidation.

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.