About the facilitators
Janine Mitchell | Training and Development Consultant, CSBA
Janine is a highly accomplished customer contact professional with over two decades of experience managing effective, award winning contact centre teams.
Responsible for developing the operations of some of Australia’s best-known and loved brands and customer service leaders, Janine is highly respected throughout the industry.
She’s passionate about employee engagement and firmly believes it is an essential ingredient in business success. At CSBA, Janine helps our clients improve their customer experiences through staff coaching and development and assists in driving business improvement by providing leadership coaching and guidance.
Kiri Thom | Client Service Manager – Learning & Development, CSBA
Kiri has over 15 years’ experience working with Australian Contact Centres in the following industries; telecommunications, banking, education, marketing, utilities and Non-Government Organisations.
She brings to CSBA a consolidated set of skills in Team Leading, Call Centre Management, Coaching, Quality Monitoring and Evaluation, Conflict Resolution, Complaint Handling and Sales and Service Training.
Kiri is passionate about end to end Customer Experience improvement with a keen interest in performance management, quality management and skills development