Director Of Operations

• Jul 2022 - Present

Finance Business Manager

• Apr 2021 - Jun 2022

• Conducts business reviews on regular basis, provides regular updates on headwinds and tailwinds with the financial impact, provides creative business solutions, acts as a Subject Matter Expert on Operating Unit specific projects, etc.• Establish strategies that will eliminate wasted time and material loss, as well as lower production costs per case using systems and tools that promote operational excellence.• Support the business planning process by maintaining data on plant losses and quantifying the savings that could result from improvement projects.

Senior Business Manager - Atlantic

• Jan 2017 - Apr 2021

• Provides a holistic business performance analysis to the Executive Leadership• Partners with the General Manager to drive the revenue, operating income and other business metrics of the Sales Centre, as well as build a Regional strategy (e.g. Long Term and Short Plans); • Conducts business reviews on regular basis, provides regular updates on headwinds and tailwinds with the financial impact, provides creative business solutions, acts as a Subject Matter Expert on Operating Unit specific projects, etc.; • Works on new opportunities such as potential customer acquisitions and channel level promotions by providing detailed analytic on the potential business and profitability; and • Ensures compliance with accounting principles, company policies and procedures and other governance guidelines issued by the Internal Control Department and the Head Office.

Business Manager III - Atlantic

• Dec 2014 - Dec 2016

Provides financial support services and analysis for the operational and sales teams.Ensures accurate and timely internal administration and adherence to proper accounting and reporting procedures. Supports facilities with greater than 7 million cases and/or manages 6 facilities Monitors the internal control environment compliance, identify gaps to Functional management teams and Market Unit Finance Manager Responsible for monitoring, management and analysis of monthly financial reports. Monitor and control operating expenses with potential savings opportunities. Creats annual operating budget for the Distribution center and Sales Center

Directory & Google Specialist

• Dec 2017 - Mar 2022

Independent Mortgage Broker/Courtière hypothécaire indépendante

• May 2014 - Apr 2016

As a Mortgage Broker, I provide consultation service to customers in the Halifax Regional Municipalities, as well as anywhere in the province of Nova Scotia, who are looking for a new mortgage or renew their current one, at no cost to customers. En tant que courtière d'hypothèque, j'aide les gens de la région de Halifax, et de la Nouvelle-Ecosse, qui recherchent une nouvelle hypothèque ou tout simplement à renouveller leur hypothèque courante sans aucun frais pour le client. As a Mortgage Broker, I provide consultation service to customers in the Halifax Regional Municipalities, as well as anywhere in the province of Nova Scotia, who are looking for a new mortgage or renew their current one, at no cost to customers. En tant que courtière d'hypothèque, j'aide les gens de la région de Halifax, et de la Nouvelle-Ecosse, qui recherchent une nouvelle hypothèque ou tout simplement à renouveller leur hypothèque courante sans aucun frais pour le client.

Operations Manager - Atlantic-Quebec-Ottawa

• Jun 2008 - Jan 2014

Reporting to the Senior Manager of Operations, responsible for managing daily activities of sales support team to ensure efficient operations and quality deliverables as well as managing and coaching clerical staff. Specific accountability include setting priorities and addressing performance gaps; managing operational processes and initiatives that drive budget or revenues; monitoring/reporting on results; and acting as a liaison with other departments to represent views/needs of regional or national sales force while building strong relationships. Also responsible for building management. Accomplishments  Successfully promote and manage a customer-centric team by monitoring and managing performance to meet and often surpass established standards, resulting in  Effectively investigate and provide new, innovative and value-added services that result in improving or simplify processes, thereby creating greater overall efficiency.  Consistently identify, develop, and implement improvements to processes, procedures, and policies by working closely with various groups i.e. sales, marketing, training, etc., resulting in greater overall efficiency and cost savings.

Operations Manager - Telsales US Division Contact Centres

• May 2007 - Jun 2008

Reporting to the Sales Site Manager, responsible for operations and collaborating closely with Team Managers to ensure understanding of corporate program. Specific accountabilities included overseeing monthly commission files, payout, and budget; collaborating with Sales Site Manager on sales strategy; acquiring solid understanding of business unit and all corporate campaigns; acting as direct liaison to Senior Management; and acting as final decision maker for hiring efforts. Reporting to the Sales Site Manager, responsible for operations and collaborating closely with Team Managers to ensure understanding of corporate program. Specific accountabilities included overseeing monthly commission files, payout, and budget; collaborating with Sales Site Manager on sales strategy; acquiring solid understanding of business unit and all corporate campaigns; acting as direct liaison to Senior Management; and acting as final decision maker for hiring efforts.

Senior Manager - Contact Centres

• Mar 1989 - Apr 2006

Business Planner/Analyst - Web Self Serve

• Jan 2005 - Mar 2006

Reporting to the Strategic Business Director, responsible for working with Program Planning Team and stakeholders to identify priorities for all releases in “Business Segment”. Specific accountabilities included ensuring smooth transitions, collaborating with delivery team(s) to scope projects down to 90 to 100-day implementation cycles, communicating changes to Program Planning and Architecture Team, implementing releases, and establishing baseline for “Business CVM”.Accomplishments  Improved customer satisfaction with self-serve for all customer segments by allowing customers to purchase products and view real-time charges online, which resulted in improved customer/client relations. Increased number of self-serve transactions by improving User Experience, resulting in greater overall efficiency. Successfully delivered on key milestones while consistently meeting deadlines by keeping the project team constantly informed and on track, resulting in greater overall efficiency and increased productivity.

Senior Manager - Mobility Contact Centres

• Jan 2003 - Jan 2005

Reporting to the Senior Director - Mobility, responsible for operations of Mobility Contact Centers in the Atlantic Provinces; leading aspects of provincial and corporate strategy; managing four Operation Managers, 21 Front Line Managers and 255 unionized full-time employees; and managing a $11.5M budget. Specific accountability included driving continuous improvement and change, managing escalation of Union Grievances, communicating corporate goals and business plan to staff, performing EVI analysis and communicating results to staff.

Senior Manager - Quality Care Group and Operator Services

• 2000 - 2003

Reporting to the Senior Director of Consumer Services, responsible for expanding Quality Care Group and implementing Quality Program, managing a $9.5M budget, and managing 29 Quality Assurance Managers, two Quality Assurance Coordinators, four Operations Managers, and over 200 unionized full-time employees across the Atlantic Provinces. Specific accountabilities included implementing “eTalk” (a quality monitoring tool), managing technology upgrades in Operator Services, and managing escalation of Union Grievances.

Operations Manager - Consumer Contact Centres

• 1995 - 2000

Led aspects of provincial and Aliant strategy (i.e. Tool development, training, coaching, measurements, recruiting/HR, workforce management, revenue, budget, etc. as it relates to improvements and optimization of the Provincial Customer Care Centre.Responsible for operation and metrics of four locations as they relate to service levels and revenue targets Responsible for the implementation of our email and chat contact centre Direct Leadership of 5 Front Line Managers within the Customer Care Centre and accountable for leadership of 220 Unionized FTE across New BrunswickDrive continuous improvement and change into provincial centreFinal escalation of Customer issuesConsumer Base 300,000 Residence Customers/17,000 Single Line Business CustomersPrimary contact for other service delivery team (i.e. outside technicians, service centre, winback, data integrity and operator services) and understanding links and dependencies on each other strategies

Recruiting Manager

• 1994 - 1995

Responsible for full cycle recruitment (from creation of job profile and advertising to selection and hiring) of all contact center positions, technical positions and sales positions, using behavioral based interviewing Responsible for the maintenance of an Applicant tracking database. Accountable for employee orientation program. Established a 55-agent contact center within 4 months in a low-resource region