The Difference Makers

Desiree &Marc

Bombenon

PDL CONTACT CENTRES &MBE JET LTD. D esiree and Marc Bombenon, having built and sustained an award-winning contact centre business, are not content to rest on their laurels. In addition to keeping PDL on the cutting edge of technology and service, the powercouple is nowtaking to the sky. Marc, who has his jet pilot's license, launched afractional ownership jet company, MBE Jet Ltd., last July. "I've loved model airplanes since I was akid and I've always felt restricted, being stuck on the ground,? Marc says. "So Icombined the two biggest passions Ihave: Aviation and customer satisfaction.? The idea started about four years ago when some friends asked him for advice on buying ajet. Since then, he's put together acompany with many high-profile business partners, based on atimeshare-style ownership of asmall fleet of Beechcraft Premier jets. "It's aniche, boutique business, totally revolutionary towhat's been out on the market for private jet ownership,? Marc says, noting the Premier jets are a"next generation? design with acomposite fuselage that makes them lighter, stronger,faster and more fuel efficient. Another thing that makes MBE Jet special, he says, is acommitment to taking all the things he'slearned about customer service from PDL and applying them to private air travel. "We'll showthem avalue that'sbeyond anything they've ever seen in personal aviation,?hesays. Marc often flies the jets -which can go anywhere in North America -himself. He says this is the most exhilarating part ofthe job -and that it also keeps him in close touch with the business and its partners. The fledgling company isgrowing steadily, but Marc says it would likely have never happened without Desiree's support. "My passion is fueled by Desiree, who is also excited about our private aircraft company and supports me in pursuing my dreams,?hesays. "You can't p ursue your dreams in apartnership unless both partners are onboard,soI'vebeen extremely fortunate.? Desiree, meanwhile, is busy running the showatPDL, making sure clients are gettingservice beyond expectations. Her work -and that of other leaders in the company-isreceiving widespread recognition. The company won the Consumers' Choice Award again this year, aswell as awards for Excellence in Call Centre Business and the 2007 Award of Distinction from the Canadian Association of Message Exchange. It's also received attention on aglobal scale, with nominations for Best Medium-sized Call Centre, TopITProfessional, TopHRProfessional and aTop Leadership nod for Desiree herself, from Contact Center World, aleading global association for the industry. In the contact centre industry, this type of success requires more than being consistent, she says. It requires constant growth and adaptation to your customers and their needs. "It's soinnovative, and technology is such ahuge component of that, that it's continuously changing and evolving, almost on adailybasis,?she says. Desiree has seen alot of changes since joining PDL as acontact agent 18 years ago at age 21. She quickly rose to management in the company, which is how she eventuallymet Marc. When she first arrived, the company had just upgraded to rudimentary computers while the rest of the industrystill worked from hand-operated switchboards. "I feel like I've grown up with this company,?she says. "It's such an amazing thing to have been in this business for so long and to have seen the changes in technology and howmuch it'sbecome apartofsuperior business today, compared with 18 years ago, when it really was an unknown entity.? And why isPDL one of the top in its industry? Desiree says it's amatter of being acompanyclients can trust. "Our job is to ensure our customers are able to relax and focus on their business,?she says.

making a difference

Marc and Desiree are long-time supporters of Calgaryarea charities, going on the philosophy: "Wehave alifestyle we're comfortable with; the rest should go to giving back.? They give to the Alberta Adolescent Recovery Centre, the Alberta Cancer Foundation, the Bill Brooks Prostate Cancer Foundation, Safe Haven, the CalgaryUrban Projects Society,the United Wayand Muscular Dystrophy,among others. They also supportcommunity little league sports such as baseball and soccer; as well as giving to the CalgaryStampede and other city activities that help elevate Calgary'sprofile. Marc and Desiree seek out charities that ensure amajority of donations go straight to the cause. They're also passionate about local charities that "tend to fly under the radar,? he says. "Wetry to find the ones that don'thave big budgets to advertise or have national exposure.? Marc sits on the Alberta Cancer Foundation board, believing time donations are just as important as monetarycommitments. Desiree is currently the Chair of Young Presidents Organization, Alberta Chapter,sharing knowledge between business leaders. "There is some absolutely phenomenal work done by great people and they don'tget the supportthey need from government, but they're doing fabulous work in our community.? MBE Jet Ltd. has donated jet trips to places such as Las Vegas or Palm Springs for charity auctions and fundraisers, with PDL often contributing sponsorship or other donations to the prize package. The couple adds that partofthe reason they give so much is the good feeling they get from it. "It'ssuch agreat feeling that you get addicted to being able to help when you can,? says Desiree. Both Marc and Desiree have come from "very humble beginnings,? which they say is partofthe reason they feel such aneed to give back. "It'simportant to us,? says Marc. 0808-15005

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