Meet the Team - Manitoba Customer Contact Association


Bruce Rose
Executive Director

Email Bruce

Bruce has been with MCCA since 2015.  

Passion may not be everything required to provide phenomenal customer service but it certainly is a good place to start. A positive attitude and a passion for customers is the first step in achieving organizational goals.

Bruce follows 6 customer service values for awesome service: feel good about yourself, be kind, give positive feedback, perform for the customer, listen carefully and learn and grow in your job.

Today, his main focus is providing the strategic vision, framework and initiatives for MCCA’s continued performance and growth.

Connect with Bruce on LinkedIn

Carmen Ferris
Manager - Education & Development

Carmen has been with MCCA since 2013.

In her role as Manager Education & Development she is able to combine her passion for working with people and creating fun and engaging learning environments. Building a career as a customer service professional, Carmen is passionate about sharing her knowledge and experience.

Carmen believes team work, communication and trust within an organization is where the magic happens! Every position from front line to leadership is valuable, and plays an important role in achieving the ultimate goal of customer satisfaction.

Kerry Mealey-Holmes

Kerry is passionate about people and customer service.  You’ll find her developing and leading training and diversity sessions with a friendly and spirited style.  Kerry brings a dedication to excellence through education which is why she loves meeting with members and finding new ways to support the Industry.

Communication and building trust are pillars to a happy and engaged workforce.  Kerry knows that happy employees, means happy customers and is thrilled to bring one of her passions, yoga, to the workplace in the form of chair yoga classes. She believes in creating a dynamic workplace, with enthusiasm, and finding fresh training opportunities for our members. 

Outside of work, you’ll find Kerry, her husband and their children taking advantage of every season Mother Nature has to offer.  

Connect with Kerry on LinkedIn

Lauren Carter

Lauren is passionate about engaging with learners within the classroom and helping people stretch towards growth and career opportunity. The training sessions she develops and leads are interactive and engaging, with lots of room for practicing skills and applying content to real-world scenarios. 

With a certificate in adult education and several years experience in customer service, Lauren understands the importance of flexibility, listening, empathy, performance, and personal growth and she brings that awareness into her training - whether she’s teaching workplace writing, coaching skills, or creative writing. 

Outside of the classroom, you'll find Lauren scribbling her latest story or mentoring new writers. She is a published writer of four books. 


Connect with Lauren on LinkedIn

2021-22 MCCA Board of Directors



Kevin Shaw, RBC - Senior Director, Credit Advice Centre

Vice Chair

Sheri Banville, BellMTS - Manager Business Process


Christina Kenny, MBC - Manager Customer Services


Brian Frobisher, SHAW - Director Workforce Management and Planning TOPS
Raegan Ahlbaum, Petline Insurance - AVP Petline Operations
Deb Kocen, Skybridge Americas - Senior Cusotmer Success Manager
Renee Salazar, RAPID RTC - Vice President, Customer Success
Chad Stott, Scootaround - Director Rental Services
Ralph De Jong, TWCC - VP Client Relations and Business Development

Manitoba Excellence in Customer Contact Achievement Awards
February 24, 2022