Nathalie Macleod (Past Speaker)

Nathalie Macleod joined Miele Ltd. (Canada) in February 2015 as Bilingual Contact Centre Manager bringing over 20 years experience in people management. She has broad knowledge and experience in the areas of call center principles including recruitment, workforce management and implementing customer-driven initiatives.  Mrs. Macleod has a clear vision to uphold and advance the premium status of the brand in Canada through a high-performance culture and a world-class customer service centre.

Combined with her current role at Miele, Nathalie also sits on the board of Directors for CSPN. Nathalie has an extensive amount of experience in Contact Centre and people management experience. Alongside Call Centre operations, Nathalie is also accountable for the management of escalation departments, offline processes, e-care solutions, national call centre consolidation and 3^rd party contact centre relationships, multi-product services, upselling / cross-selling and re-defining the consumer experience. Alongside her daily responsibilities, Nathalie participates in special projects and meets annually with Miele’s International Service team in Germany. Their focus is to identify, streamline and share global best practices, new start developments and promote service excellence.