Ronnie Mahabir is Senior Manager, Vendor Management, North America and has worked for 18 years in managing customer services. Ronnie has been managing employees and sub-contractors working in multiple distributed call centres and back-offices, both domestic and outsourced. During this period, he has tried many alternative approaches for getting his teams to operate more efficiently and provide excellent customer experience. In 2014 he has implemented a new Automated Rapid Process Improvement approach, which brought to company large savings and improved the quality of customer services. Ronnie’s project has been presented at 2014 PEX conference, where won the award for the Best Process Improvement under 90 days.