Experience

Metrolinx

• Canada
• Ground Passenger Transportation
• 700 & Above Employee

• Director, Strategy and Transformation

  • May 2022 - Present

• Senior Manager, Operations Performance

  • Feb 2021 - May 2022

• Manager & Senior Advisor to the COO

  • Jul 2018 - Feb 2021

• Senior Project Officer, Customer Program Delivery

  • Jun 2014 - Jul 2018



OfficeMax Grand & Toy

• Canada
• Business Supplies & Equipment

• Category Manager, Strategic Categories

  • Oct 2012 - Jun 2014

  Plan and manage a portfolio of products targeted at key customer segments in a B2B environmentDevelop and execute on sales programs, promotional initiatives and acquisition plans to drive profitable growth and increase market shareCollaborate with vendors to evaluate product performance, understand market trends and introduce new productsPartner with sales team and margin analysts to respond to customer RFPs with market competitive pricing and innovative solutionsLiaise with sales reps, inventory planners, logistics and supply chain to enhance customer experience through process improvement Show less

• Site Manager, Customer Care Centre

  • May 2010 - Oct 2012

  Accountable for the ongoing attainment of productivity, quality and revenue targets for 55 seat call centreMentored and developed leadership team to improve coaching techniques, execute to expected level on monthly deliverables and drive continuous improvement in all key performance indicatorsFostered culture of appreciation through creation and implementation of formal R&R programCreated and executed on several business cases and process improvements to enhance customer experience, strengthen delivery on productivity metrics and reduce costSustained 5% YOY revenue growth through execution of various training modules, incentive programs and quality coachingPartnered with workforce management to ensure service level attainment Maintained strong working relationships with Union Stewards, collaborated with Union and HR to negotiate mutually beneficial CBARepresented contact centre’s senior leadership team on various multi channel project teams and committees Developed strong working relationships with key business partners across the organization Show less



Sears Canada

• Canada
• Retail
• 700 & Above Employee

• Client and Customer Care Manager

  • Apr 2007 - Jun 2010

  Deliver results to client for key business initiatives including; service levels, add on sales, quality, revenue growthWork with site managers to develop and present tactical plans to clients when deliverables were not metKey contributor to financial plans and volume forecasts based on business trends and planned initiativesIdentify financial impacts to new initiativesInfluence senior management on new programs and concepts to strengthen the business and overall service deliveryWork with client to find viable alternatives where requests were deemed outside of time, budget or system constraintsDevelopment of SOW and KPI targets for large scale outsourcing initiative Show less

• Acting Program Director

  • Oct 2008 - Jun 2009

  Remotely managed Sears Home Installed Products and Services (HIPS) and HVAC channelswith annualized call of volume of 300,000; 65 associates; 3 team leaders and 1 teammanagerAccountable for all controllable expenses on monthly P&L Develop and deliver tactics to increase efficiencyIdentify key performance metrics to strengthen lead acquisition and closure rates


Sears Canada Inc
• Canada
• Airlines and Aviation
• Project Co-ordinator

  • Jul 2003 - Jan 2004