Our Consultants

Stan Brown: In his over twenty years as consultant and corporate executive, Stan has assisted both public and private sector organizations in a broad range of industry sectors. His primary focus has been in the areas of Customer Care, Call Centre Management and Quality Service. Stan has also prepared and delivered papers and workshops to government bodies, associations, and private sector organizations in the Americas and Europe. He has authored, or co-authored seven bestselling business books on Quality Service and Customer Care, the most recent of which were “Customer Relationship Management: A Strategic Imperative in the World of e-Business”, and “Performance Driven CRM: How to Make your Customer Relationship Management Vision a Reality”.
stan.brown@atfocus.ca

Moosha Gulycz: Over the past twelve years, Moosha has worked with clients to determine and detail efficient yet effective service delivery models resulting in setting business strategy, organizational improvement and successful change. She has worked with all levels of government and across multiple industry segments within the private sector. Moosha co-authored “Performance Driven CRM, How to Make Your Customer Relationship Management Vision a Reality”, authored “A Journey to Personal and Professional Success”, and was a contributing author to “Customer Relationship Management: A Strategic Imperative in the World of e-Business”. She has spoken extensively across North America on the topic of achieving quality service and performance management.
moosha.gulycz@atfocus.ca

Robert (Bob) McGrath: Over the past ten years as a business consultant, Bob has consulted in such diverse areas as business planning, business process redesign, service delivery modelling, performance measurement, program evaluation, and CRM related activities. Prior to consulting, Bob had over ten years of experience in the public sector in areas related to customer care and service delivery improvement.
robert.mcgrath@atfocus.ca

Donald (Don) Cormier: Over the past seven years as a consultant, Don has worked extensively with both the public and private sector in the areas of service delivery improvement, contact centre effectiveness and customer relationship management. Prior to consulting, Don had 24 years experience with a national telecommunications company. During that time, he had various management positions in both technical and non-technical roles supporting the provisioning of customer service.
don.cormier@atfocus.ca

Louise Folk: Prior to joining the AtFocus team, Louise was a consultant within the public sector. Her areas of specialization include strategic and business planning, business process mapping and review, service planning, leading practice research, change management, process facilitation and municipal government. Before consulting, Louise had over 12 years experience delivering services within the public sector, as well as 4 years in the private sector. During that time, she held various management positions in both operations and support functions focusing on strategy, partnership development and customer service.
louise.folk@atfocus.ca

Alexis Davis: Alexis works in the areas of strategy and business planning, performance measurement and business process mapping. Prior to joining the firm, she worked in the fields of Education and Hospitality through teaching, resource development and accounts coordination positions.
alexis.davis.@atfocus.ca

Nancy Sumaruk: Nancy specializes in the areas of contact centre quality assessment, web survey design and deployment, and best practice research. She has over 25 years of experience in sales and customer service including 5 years working in the call centre environment. Nancy has delivered training to a wide variety of participants in the areas of sales and product training.
nancy.sumaruk@atfocus.ca

Our senior team is supported by a group of highly dedicated consultants with experience in the areas of e-Service Delivery, Procurement, Contract Negotiations, and various database applications.