John’s career spans forty-five years in public, private and not-for-profit sectors with senior roles in each. His professional life has focused on customer service, call and contact centers and consulting.
John Cockerill is President of The Taylor Reach Group Inc. (TRG) and consults on sales, marketing and customer service operations. He also consults worldwide with non-profits and government agencies on improving citizen-centric service. Including working for Dubai Model for Government Services as a Center and Program Auditor. John brings years of experience focused on improving the customer experience, centers operational and performance excellence.
John believes that all organizations can deliver outstanding results by understanding what the customer wants, listening to the voice of the customer, and a well-focused internal quality assurance and aligning the two views. The key is understanding the synthesis of the opinions from customers and management.
John joined TRG from The Bank of Canada (the central bank of Canada) where he was in charge of the strategic planning and day to day operations of the Client Service Centre and at EDS. John joined the Bank from Watts Communications Ltd. where he was responsible for sales and marketing and helped Watts become one of Canada’s leading supplier of outsourced call centre services.
Johns managed a leading charity’s 20 telefundraising centres across Canada; and worked with Ogilvy and Mather, and Compusearch Market and Social Research.
John is a graduate of Ryerson Polytechnic Institute in Toronto and is certified in Organizational Governance. John has been active in neighbourhood, community, non-profit and professional organizations all his career. He was the Chairman of the Board of Better Living Health and Community Services a multi-service agency operating a 136-bed long-term care facility, Seniors Community Centre, and in-home senior’s services.