Alex Mackay
Vice President Operations at Driftwood Communications- Claim this Profile
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Bio
Dan Chernyk
I reported directly to Alex while working with High Tide Inc. and have worked indirectly with Alex while at Shaw Communications. I enjoyed being a part of Alex's team and I would be pleased to work with him again. Alex is a highly engaging leader who values the contributions of those on his team. He makes time for his people, builds relationships and provides meaningful growth opportunities. Alex overachieves in results delivery while mentoring and inspiring his teams.
Chris Coello
I had the pleasure of working with Alex in a variety of roles both in a direct report relationship and having him as a stakeholder/owner for business processes and teams I worked alongside. During this time, with his leadership, Alex' teams at Shaw were able to launch eCare, Social Media Support, and transition their Technical Delivery teams to a digital first model - all while business transformation was a constant accelerating force around us. Alex has a deep strategic understanding of the operations under his oversight. He accomplishes this chiefly through his keen interest in the work his teams perform. There is not an aspect of the details of his department's work he doesn't have intimate knowledge of, and not a member of his staff he doesn't know personally. Alex is a "people first" leader, always taking ownership and leadership for his group and their accountabilities. Of all the leaders I have worked with in my career, Alex is one I can say without a doubt had my best interests at heart and truly inspired me to do my best. I would be pleased to work with him again.
Dan Chernyk
I reported directly to Alex while working with High Tide Inc. and have worked indirectly with Alex while at Shaw Communications. I enjoyed being a part of Alex's team and I would be pleased to work with him again. Alex is a highly engaging leader who values the contributions of those on his team. He makes time for his people, builds relationships and provides meaningful growth opportunities. Alex overachieves in results delivery while mentoring and inspiring his teams.
Chris Coello
I had the pleasure of working with Alex in a variety of roles both in a direct report relationship and having him as a stakeholder/owner for business processes and teams I worked alongside. During this time, with his leadership, Alex' teams at Shaw were able to launch eCare, Social Media Support, and transition their Technical Delivery teams to a digital first model - all while business transformation was a constant accelerating force around us. Alex has a deep strategic understanding of the operations under his oversight. He accomplishes this chiefly through his keen interest in the work his teams perform. There is not an aspect of the details of his department's work he doesn't have intimate knowledge of, and not a member of his staff he doesn't know personally. Alex is a "people first" leader, always taking ownership and leadership for his group and their accountabilities. Of all the leaders I have worked with in my career, Alex is one I can say without a doubt had my best interests at heart and truly inspired me to do my best. I would be pleased to work with him again.
Dan Chernyk
I reported directly to Alex while working with High Tide Inc. and have worked indirectly with Alex while at Shaw Communications. I enjoyed being a part of Alex's team and I would be pleased to work with him again. Alex is a highly engaging leader who values the contributions of those on his team. He makes time for his people, builds relationships and provides meaningful growth opportunities. Alex overachieves in results delivery while mentoring and inspiring his teams.
Chris Coello
I had the pleasure of working with Alex in a variety of roles both in a direct report relationship and having him as a stakeholder/owner for business processes and teams I worked alongside. During this time, with his leadership, Alex' teams at Shaw were able to launch eCare, Social Media Support, and transition their Technical Delivery teams to a digital first model - all while business transformation was a constant accelerating force around us. Alex has a deep strategic understanding of the operations under his oversight. He accomplishes this chiefly through his keen interest in the work his teams perform. There is not an aspect of the details of his department's work he doesn't have intimate knowledge of, and not a member of his staff he doesn't know personally. Alex is a "people first" leader, always taking ownership and leadership for his group and their accountabilities. Of all the leaders I have worked with in my career, Alex is one I can say without a doubt had my best interests at heart and truly inspired me to do my best. I would be pleased to work with him again.
Dan Chernyk
I reported directly to Alex while working with High Tide Inc. and have worked indirectly with Alex while at Shaw Communications. I enjoyed being a part of Alex's team and I would be pleased to work with him again. Alex is a highly engaging leader who values the contributions of those on his team. He makes time for his people, builds relationships and provides meaningful growth opportunities. Alex overachieves in results delivery while mentoring and inspiring his teams.
Chris Coello
I had the pleasure of working with Alex in a variety of roles both in a direct report relationship and having him as a stakeholder/owner for business processes and teams I worked alongside. During this time, with his leadership, Alex' teams at Shaw were able to launch eCare, Social Media Support, and transition their Technical Delivery teams to a digital first model - all while business transformation was a constant accelerating force around us. Alex has a deep strategic understanding of the operations under his oversight. He accomplishes this chiefly through his keen interest in the work his teams perform. There is not an aspect of the details of his department's work he doesn't have intimate knowledge of, and not a member of his staff he doesn't know personally. Alex is a "people first" leader, always taking ownership and leadership for his group and their accountabilities. Of all the leaders I have worked with in my career, Alex is one I can say without a doubt had my best interests at heart and truly inspired me to do my best. I would be pleased to work with him again.
Experience
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Driftwood Communications
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Canada
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Telecommunications
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1 - 100 Employee
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Vice President Operations
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Jul 2020 - Present
Driftwood Communications is a Western Canadian owned and operated Telecommunications Company which delivers multi-faceted Turnkey Telecommunications Solutions with industry leading Quality, Delivery and Customer Solutions. Driftwood Communications is a Western Canadian owned and operated Telecommunications Company which delivers multi-faceted Turnkey Telecommunications Solutions with industry leading Quality, Delivery and Customer Solutions.
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High Tide Inc.
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Canada
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Retail
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1 - 100 Employee
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Chief Operating Officer
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Feb 2019 - Jan 2020
Achievements/Highlights • Oversaw the increase of Cannabis Retail locations by 625% between April 2019 and December 2019 all while reducing Operational Support staff budget by 40% • Successfully streamlined global supply chain operations across 3 countries and 2 continents • Led the creation of a new USA division of Valiant Distribution including leasing and operationalizing a 26,000 SQFT Supply Chain facility in North Las Vegas, Nevada • Accountable for the day to day operations and performance of a” Top 3” national chain of retail cannabis stores with annualized gross revenues of close to $40M Show less
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Shaw Communications
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Canada
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Telecommunications
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700 & Above Employee
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National Director of Sales
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May 2018 - Jul 2018
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National Director Technical Operations
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Jan 2015 - May 2018
HIGHLIGHTS: Achieved excellence in both Technical Field Service Delivery and National Consumer Administration throughout a period of regional consolidation and business transformation. Improved National Field Support SLA’s by 60% while simultaneously reducing contact center locations from 7 to 4 and managed an annual salary budget reduction of 27%.
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Director Customer Care Alberta
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Apr 2014 - Jan 2015
HIGHLIGHTS: Oversaw the Cable and Satellite Sales, Billing and Technical Support contact centers for Alberta Region as well as National Bad Debt reduction for Shaw Cable and Satellite base. Our team achieved industry leading Customer Satisfaction ratings of over 80% as well as a 67% reduction in national bad debt expense within first year.
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National Senior Director Customer Care Operations
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Dec 2011 - Apr 2014
HIGHLIGHTS: Accountable for all Shaw Cable contact centers (7 locations), retail stores, online social media and chat teams, national loyalty departments, customer accounts receivable, inbound sales/billing locations as well as work force planning teams. Led the reorganization of in-bound sales structure and job descriptions resulting in a 40% increase in incremental sales in the first 2 quarters alone. Led the planning and execution of a staff "work from home" program for top performing employees. Show less
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Director Customer Care British Columbia
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Feb 2009 - Dec 2011
HIGHLIGHTS: Oversaw the Cable Sales, Billing and Technical Support contact centers for British Columbia region with contact centers in Vancouver, Victoria, Nanaimo and Kelowna as well as all retail centers in BC.Led the customer accounts revocable teams and partnered with Customer Care leadership in moving from a regional call answering structure to a nationally call pooled team of over 2000 agents.
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Sales Manager South Vancouver Island
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Aug 2008 - Feb 2009
HIGHLIGHTS: Accountable for all Cable revenue for Shaw South Vancouver Island including residential, business, hotel and bulk account revenues. South Vancouver Island was the top performing branch at Shaw for net sales in residential TV and business phone during this period. Managed access and revenue relationships with large institutions such as universities, the Department of National Defense and large property management undertakings.
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Customer Care Manager South Vancouver Island
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May 2006 - Aug 2008
HIGHLIGHTS: Oversaw all aspects of the South Vancouver Island contact and retail centers. Our team led the country in sales results, Fist Contact Resolution, bad debt reduction and employee engagement. This region became considered a "Center of Excellence" for customer care which was a key factor in the decision to increase the Victoria contact center head count by over 150%.
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Technical Installation Supervisor
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Sep 2004 - May 2006
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Major Account Representative - Business
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Feb 1999 - Sep 2004
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Customer Service Representitive
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Oct 1996 - Feb 1999
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Education
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2017 - 2018
Haskayne School of Business
Leaders of Leaders Certificate, Inspiring and Mentoring Organizational Leadership -
University of Victoria
Bachelors Degree, Environmental Science
Community
