Hobbies/Sports:
NASCAR; Junior ice hockey
Education Degrees:
Bachelor's Degree in Business Administration, The University of Western Ontario
Affiliations Awards:
National Association for Call Centers; National Association of Professional Women
Industry:
Customer Service Management
What do you feel separates you from the rest of the professionals in your industry?:
Ms. Horrocks is a good strategic thinker. She can immediately see the big picture and come up with good plans and strategic directions.
What has been the most outstanding thing you have done thus far in your career?:
Getting the first ISO program for Call Centers certified in Canada.
How would you like to be remembered by your peers?:
As someone who brought fun into the work environment and made it a good place for others to come to work.
If you could solve one problem in the world today, what would it be?:
Curing childhood cancers.
Charity:
Found for Trees; American Cancer Society
Number Of Years In Profession:
26
What Does He/She Attribute Success To:
She attributes her success to her excellent customer service.
Why did you become involved in your profession or industry?:
She became involved in her profession through her extensive experience in call center management.
Position Responsibilities and Duties:
Supervising a staff of 30 associate; Resolving issues; Working in the call center; Billing; Managing program changes
Where Will You Be In 5 Years:
In five years, Ms. Horrocks intends to pursue an MBA, with a concentration in executive coaching. She also hopes to establish her own call center consulting firm.