Zedd Customer Solutions | Meet the senior leadership team

Lillian Hallam,

Director, 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.

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.

Jon Mercer,

Vice President, Toronto Call Centre Operations

Jon’s mandate is to deliver superior results, and his uncanny ability to source, secure and develop high calibre call centre professionals, including agents, team leaders, and quality assurance personnel has truly thrusted Zedd forward in Canada’s most competitive call centre market.

Garfield Hudson,

Head of Programming

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

His previous experience was as an independent consultant to the buyers of TML, One Contact Inc. and has Joined Zedd Customer Solutions since 2011

Michael Cravit,

Executive Vice President

Michael is responsible for new business development and client relationship management which in most instances are one and the same. Selling solutions is about getting to know our clients (and prospective clients) and assessing their unique needs. Michael’s role is to foster client relationships alongside Zedd’s seasoned client services team.

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.

Craig Minor,

Vice President, Client Services

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.

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.

Khatera Ghafoori,

Director, Recruiting, Training, and 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,

Vice President, North Bay Call Centre Operations

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

Craig Meilleur,

President

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.

Meet the Zedd team.

Zedd Customer Solutions senior team.

Craig Meilleur

Michael Cravit

Michael Rossman

Craig Minor

Grace Chiu

Ian Koster

Howard Wright

Jon Mercer

Jason Pichette

Khatera Ghafoori

Garfield Hudson

Lillian Hallam

Let's connect.

Zedd Customer Solutions Inc.

Lillian Hallam,

Director, Client Services

Michael Rossman,

Vice President, Client Services

Jon Mercer,

Vice President, Toronto Call Centre Operations

Garfield Hudson,

Head of Programming

Michael Cravit,

Executive Vice President

Howard Wright,

Vice President, Finance

Craig Minor,

Vice President, Client Services

Grace Chiu,

Vice President of Business Development

Ian Koster,

Vice President, Information Technology

Khatera Ghafoori,

Director, Recruiting, Training, and Quality Assurance

Jason Pichette,

Vice President, North Bay Call Centre Operations

Craig Meilleur,

President