Zedd Customer Solutions | Meet the senior leadership team

Garfield Hudson,

Vice President, Information Technology

Garfield Hudson has over 25 years of software development experience and has been a program developer in the call centre space since 2002.

Garfield is responsible for delivering uncompromised systems solutions that deliver creativity, efficiency, detailed reporting, up-time, and business continuity. Working with our technology providers and our in-house team of programmers and network professionals, Garfield’s IT solutions are most definitely not, out-of-the-box.

Eric Cravit,

Director, Client Services

In his role, Eric supports Zedd’s clients tactically, analyzing results, recommending and implementing program changes. In addition, Eric is utilized in a project management capacity as new programs are brought onboard and/or material program changes are made.

Prior to joining Zedd in 2020 Eric ran a private real estate investment fund. He’s a McGill University graduate who has since worked in several functional areas at Zedd, first learning the ropes in a practical sales and customer service capacity.

Craig Minor,

Senior Vice President & Chief Marketing Officer

Craig is known as one of Canada’s leading call centre professionals particularly within the insurance and financial services verticals where his in-depth knowledge of regulations and best practices have been applied to streamline outsourcing initiatives that require provincial licensing and other regional protocols.

Khatera Ghafoori,

Vice President, Human Resources & Quality Assurance

In her role, Khatera supports all aspects of Human Resources, including Recruiting, Training, Employee Relations, and Quality Assurance.

Before joining the Zedd team in 2015, Khatera worked for Gemma Communications for 10 years in a training and talent management capacity, with a focus on training curriculum content, design, and delivery. Her varied background in training management provides the perfect foundation for meeting and exceeding client benchmarks.

Jason Pichette,

Senior Vice President & Chief Compliance Officer

Jason is Zedd’s man on the ground in North Bay and he is responsible for the operations of that facility. Formerly a member of TRG’s Global Board of Directors, Jason’s exposure to the call centre industry, on a multinational scale, has been leveraged to blend global best practices with all things Canadian, and the results have been nothing short of outstanding

Mark Gross,

Chief Executive Officer

Mark Gross’ business experience spans over 25 years in business management, finance and real estate. Mr. Gross attended the University of Western Ontario and earned his HBA from the Richard Ivey School of Business. Previously, Mark founded a Private Equity firm with a focus on real estate investment and development as well financing and Property Management. Mark served on the board of a large Contact Center that was sold in 2005 and has served as the CEO of Zedd Customer Solutions since its founding in 2010. Mark is an active member of the Young President’s Organization and is currently on the Board of the Toronto Chapter.

Michael Cravit,

President & Chief Customer Officer

Michael is responsible for managing Zedd’s strategic direction; for new business development and relationship management which in most instances are one and the same. Selling solutions and safeguarding Zedd’s client interests is about assessing each client’s unique needs and piecing together an answer that leverages various means of contact and technologies. Michael works closely with Zedd’s seasoned client services team to precisely that end.

Jon Mercer,

Executive Vice President & Chief Operations Officer

Jon’s mandate is to deliver outstanding results. Done through his innate ability to source and secure high calibre call centre professionals; inclusive of senior managers, team leaders, quality analysts and contact centre agents. Operating from Canada and Central America, Jon’s team consistently delivers excellent results on behalf of Zedd’s clients, worldwide.

Lillian Hallam,

Vice President, Client Services

Lillian brings over 19 years of experience within the outsource call centre industry having held positions on both the client side and vendor side. Before joining the Zedd team in 2012, Lillian held the position of Director of Operations with another BPO Provider. Prior to that, she was Sr. Manager on the National Direct Sales Team at Rogers Communications for four years and previously spent five years at Telespectrum as Sr. Account Manager managing Telco portfolios.

Lillian has a proven track record of building solid client relationships and meeting client performance expectations while possessing clear understanding of the operational requirements.

Craig Meilleur,

Chairman & Advisor

Craig’s refined leadership skills touch every area of Zedd’s operation, from production to quality control, from information systems to human resources. Throughout his career, and as president of 2 SITEL North American operating divisions and Gemma Communications, Craig has developed and implemented processes that have been adopted industry wide. And our clients are fortunate to be first hand beneficiaries.

Michael Rossman,

Vice President, Client Services

While Michael has managed large-scale programs on behalf of companies that operate within many different verticals, his particular expertise lies within the cable and wireless sector. His role is to provide both strategic and tactical leadership and to advocate for our clients. With a knack for data analytics Michael will provide alternatives and solutions to enhance results and (your) customers’ experience.

Howard Wright,

Vice President, Finance

Prior to taking over financial management at Zedd, Howard served as Director of Finance for ESS North America and Regional Controller for Aditya Birla Minacs. He holds an MBA from the University of Toronto and is a CPA, CMA with membership in the Chartered Professional Accountants of Ontario.

Grace Chiu,

Vice President of Business Development

Grace Chiu is the Vice President of Business Development, with responsibility for brand management, sales, global strategy and corporate sponsorships. Grace is a versatile executive and client advocate with over 20+ years’ experience specializing in contact centres in customer care. Grace has been instrumental in developing outsource solutions to further assist clients’ evolving needs. During her career, she has been extensively involved in relationship management, business development and strategic direction for a number of Fortune 100 companies.

Ian Koster,

Vice President, Information Technology

Ian is responsible for delivering uncompromised systems solutions that deliver creativity, efficiency, detailed reporting, up-time, and business continuity. Working with our technology providers and our in-house team of programmers and network professionals, Ian’s IT solutions are most definitely not, out-of-the-box.

Meet the Zedd team.

Zedd Customer Solutions Senior Team.

Michael Cravit

Mark Gross

Jon Mercer

Craig Minor

Garfield Hudson

Khatera Ghafoori

Jason Pichette

Eric Cravit

Craig Meilleur

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Zedd Customer Solutions Inc.