Noel Colaço is a senior-level consulting manager with more than 15 years of experience in contact centers, customer relationship management, business process improvement and information technology best practices with public sector (federal), Fortune 500, startup, and mid-market companies. He has been extensively focused in the last 10 years with clients in federal government, financial services and transportation industries looking at achieving strong bottom-line impact through contact center and CRM optimization.
Noel’s key competencies in contact center consolidation, contact center technology optimization, and contact center roadmap development and execution, as well as his deep knowledge of contact center tools from Alcatel Genesys, Oracle Siebel, Microsoft, and others – allow him to transform his clients’ contact center operations to better serve their customers, improve support for their internal staff and achieve their organizational objectives.
- Strategic Planning
- Contact Center Roadmap Development and Execution
- Customer Interaction Management
- Customer Relationship Management
- Analytics and Reporting
- Contact Center Technology Architecture
- Technology Development and Deployment
- Multi-channel Service Delivery
- Process Reengineering
- Performance Management
Noel has consulted for organizations both in the public sector as well as Fortune 500 companies, including Federal Express, Citibank, Cable and Wireless, the US Patent and Trademark Office, the US Department of the Interior, and the US Department of Veterans Affairs. His breadth of experience across both private and public sector clients gives him extensive insight specific to these sectors and allows him to apply his industry knowledge towards solutions specific to these clients.
Noel has a Master’s Degree in Computer Information Systems from the School of Business at the University of Miami and an undergraduate degree in Computer Science and Computer Engineering from the College of Engineering at the University of Miami. Noel is also a graduate of Georgetown University’s Senior Executive Leadership Program. He is a Call Center Industry Advisory Council (CIAC)-Certified Management Consultant (CCMC) and is an active member of the International Customer Management Institute (ICMI) and the Society of Consumer Affairs Professionals (SOCAP).
Noel is an avid soccer player and spectator, enjoys travelling the globe and, more than anything, treasures his time with his two young children.