Experience

Tamarack Institute for Community Engagement

• Canada
• Non-profit Organizations
• 1 - 100 Employee

• Manager of Cities Deepening Community

  • Aug 2022 - Present

• Consultant Community Climate Transitions

  • Jun 2022 - Jul 2022



Cellule Climat / Climate Cell (a project of Réseau d'entraide Covid-19 Help Hub)

• Project Lead - Community Climate Action Organizer

  • Nov 2020 - Present

  Strategic and project lead for Cellule Climat project for community mobilization in climate action and citizen-led projects in Outremont. Current projects and mandates include: - Community-led air quality study in Outremont, QC Sep 2021 - Jan 2022. Acting as Project Lead and responsible for development, managing human resources for the project, strategic relationships and partnerships as well as final report and communications. - Public consultation for community GHG emissions reduction and resilience to climate change action plan for Outremont Aug - Dec 2021. Acting as Project Lead and Consultant within this mandate, assembled necessary resources, managed people, developed strategy for GHG emissions reduction action plan and public consultation, worked closely with municipal officials and other contributors and climate action experts. Developed GHG reduction survey, organized focus groups and organized community mobilization events. Show less



Réseau d'Entraide Covid-19 Help Hub

• Canada
• Non-profit Organizations

• Founder, President and Executive Director

  • Mar 2020 - Present

  Founded in March 2020 to respond to the community needs in response to the Covid-19 pandemic, our organization runs a series of social impact programs through volunteer engagement, has developed social innovation projects such as Marché Commun for local and sustainable delivery for restaurants and is now focused on community engagement in climate action through our Cellule Climat / Climate Cell project. As an Executive Director, I am responsible for the strategic planning, funding and financial planning, human resource management, project and program development, partnerships and communications. Show less



Marché Commun

• Canada
• Consumer Services

• CEO/Project Lead (a project of Réseau d'entraide Covid-19 Help Hub)

  • Jan 2021 - Aug 2022

  Founder and project lead for creating a sustainable delivery platform for Montreal. Founder and project lead for creating a sustainable delivery platform for Montreal.



adaware (an Avanquest company)

• Canada
• Software Development
• 1 - 100 Employee

• Project Manager Scrum Master

  • Jul 2018 - Feb 2020

  Reporting to the Head of Strategic Initiatives, I was responsible for managing multiple technology projects and operational requests whilst ensuring strategic alignment to business objectives. Lived, breathed and enacted Agile framework. Lead scrum events. Worked closely with product owners and development teams. Was instrumental in the launch of a new fin tech product. Reporting to the Head of Strategic Initiatives, I was responsible for managing multiple technology projects and operational requests whilst ensuring strategic alignment to business objectives. Lived, breathed and enacted Agile framework. Lead scrum events. Worked closely with product owners and development teams. Was instrumental in the launch of a new fin tech product.



Upclick (now Avanquest)

• Client Experience Manager

  • Mar 2017 - Jul 2018

  Reporting to the VP of Operations I was responsible for QA, WFM, systems, processes and E2E customer experience for our multinational support centers.

• Project Coordinator

  • Apr 2014 - Mar 2017

  Reporting to the VP of Operations I was at the heart of building strategy, developing business processes, and managing multiple projects for the Call Centre. Specifically, creating and implementing a call distribution, tracking, and reporting system for a sales center generating over $1M in sales monthly.



Blue Riband Uniforms Inc

• Co-Founder And Vice President

  • Jun 2010 - Jun 2017

  Co-founded a successful web based business specializing in corporate uniform sales. Developed business strategy and implemented processes, managed client relationships and field sales in QC and ON. Co-founded a successful web based business specializing in corporate uniform sales. Developed business strategy and implemented processes, managed client relationships and field sales in QC and ON.



Philips Lifeline

• Medical Equipment Manufacturing
• 400 - 500 Employee

• Supervisor, Subscriber Services

  • Aug 2010 - Aug 2013

  Responsible for the Montreal Response Centre and Customer Care team operations in a fast-paced environment answering 1800 calls per day. Responsible for Human Resources Management of 4 direct and 26 indirect reports including hiring, training, development, coaching and performance management. Developed and implemented successful employee engagement action plan Operations Management: effectively managed resources to meet and exceed service level objectives on a consistent basis, analyzed feedback, data and trends and set out successful action plans to improve operational efficiency and customer experience. Took ownership of customer and partner program escalations, identified opportunities for process improvement through root cause analysis and collaborated with the business to drive effective issue resolution for the customer. Successfully managed several simultaneous projects and met all deliverables on target. Increased customer satisfaction and subscription rate increase by 95% within 18 months for a new medical device. Responsible for Quality Assurance of team call quality: executed strategic quality objectives through Team Leaders, set high standards for all staff to deliver exceptional customer service Show less



Simon Jersey Ltd

• Team Leader French & German Contact Centre

  • Jan 2005 - May 2010

  Set up, developed and managed the French and German Contact Centre team. Handled end2end customer interactions from Sales to Credit Control and Collections. Managed and improved order processing and confirmation process resulting in 99.7% order accuracy. Drove sales initiatives and leads for both territories increasing annual sales from 500k to 2 million within 2 years. Managed French field sales and major accounts and focused on delivering value for the customer. Set up, developed and managed the French and German Contact Centre team. Handled end2end customer interactions from Sales to Credit Control and Collections. Managed and improved order processing and confirmation process resulting in 99.7% order accuracy. Drove sales initiatives and leads for both territories increasing annual sales from 500k to 2 million within 2 years. Managed French field sales and major accounts and focused on delivering value for the customer.