Experience

Feigelsohn Kellar

• Canada
• Financial Services
• 1 - 100 Employee

• Director Of Operations

  • Nov 2021 - Present

  As one of Canada’s leading transition planning firms, Feigelsohn Kellar can help you and your family to navigate the complex dynamics to master your intergenerational transition plan. Feigelsohn Kellar works with ultra-affluent individuals who want to create a robust intergenerational transition plan. Transition planning is a complex mix of financial, legal, family law issues and tax issues, combined with family dynamics. We instill clarity, stability, and open communication, which builds a foundation for effective stewardship. We help you to wisely empower your future generations. Empower Your Heirs. Enhance Your Legacy. • Oversee operations of new business, client service, business administration, general office practices • Collaborate with executive-level management in the development of long-term operational plans, develop strategies to meet company objectives • Oversee the documentation of all operations to ensure that consistent, efficient workflows are in place, yielding optimal productivity and performance • Maximize efficiency and productivity through process analysis to ensure that consistent, efficient workflows are in place, recommending solutions for improvement when necessary • Develop create implement and manage process in underwriting, contract placement, financing assignment, policy changes, draft summaries including legal documentation • Assist in the development of financial and budgetary plans • Build and maintain relationships with clients, external partners, and vendors to ensure operational activity and strategic goals are being met • Uphold organization policies and standards, ensuring legislative regulations are followed • Work closely with human resources to lead team with integrity and establish and maintain a trusting, inclusive, and productive environment Show less



Etobicoke Humane Society

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

• Director At Large

  • Jul 2021 - Present

  Etobicoke Humane Society (EHS) is an independent, all-volunteer organization with a mission to protect, care for and advance the welfare of animals supported exclusively by donations. We are a no-kill shelter with an outstanding team of volunteers. The Board is responsible for developing, implementing, and monitoring strategies and policies that will enable EHS to meet its goals and carry out its work. The Board is elected by, and accountable to, its membership. It is an honour to be nominated and elected to the Board of EHS. As a Director at Large, I am responsible to provide strategic governance to EHS, promote the objectives and goals of EHS by providing leadership to assigned projects, committees, and activities. Duties and Responsibilities • Provide leadership for EHS and assure that it maintains its focus on its primary mission and objectives • Prepare for, and attend, all Board meetings and participate independently and knowledgeably in all deliberations of the Board. Stay informed about committee matters, review and comment on minutes and reports. • Participate actively in committees and project work assigned by the Board and the development of policies to guide the organization towards its strategic goals • Approve material business decisions • Be informed of and meet all legal and fiduciary responsibilities. • Ensure that performance measures and targets are established that are both realistic and challenging and that they are monitored and delivered • Develop collegial working relationships with other Board and committee members that contributes to consensus. • Actively participate in the Board and committee's annual evaluation and strategic planning efforts. • Participate in fundraising and volunteer events for EHS • Stay informed of developments in animal welfare and provide expertise as well as propose strategies to solve problems or seize opportunities in regards to animal health and welfare Show less



Coach and Consultant

• Sweden
• Professional Training and Coaching

• Coach, Consultant, International Best Selling Author

  • Jan 2013 - Present

  International Best Selling Author - November 2016 International Best Selling Author - November 2016



VetStrategy

• Canada
• Non-profit Organizations
• 300 - 400 Employee

• Operations Director

  • Oct 2020 - Nov 2021

  Liaise as VetStrategy brand ambassador and foster strong relations within the community to drive awareness of, and loyalty to, the clinic through educational initiatives. Ensure the execution of positive client experiences within the VetStrategy animal clinics, maintain best medical practice for patient health and wellness, coach and develop clinic teams to optimum success while driving profitable clinic revenue growth. CUSTOMER FOCUS ● Ensure our clinics provide excellent client care for patients and their owners ● Drive profitable business results through promotion of proactive health practices centered on client wellness LEADERSHIP, INFLUENCING, COLLABORATION ● Provide leadership to the team on clinic initiatives, business planning as well as overall support and guidance in day to day clinic operations ● Communicate with all levels of our team, including veterinary professionals to guide and coach to gold standard patient care and client service ● Actively participate in the recruitment and on boarding process for clinic team members, as well as mentor performance CHANGE MANAGEMENT ● Lead change and support execution of new company initiatives ● Lead newly-acquired clinics driven ; be present for on-the-ground transition with employees to support change impacts ● Lead facility enhancements supporting the implementation and training of team mates ● Lead facility relocations resulting in smooth and organized opening days COACH & DEVELOP ● Develop and keep top talent ● Foster positive employee relations; support within the clinics physically, mentally and emotionally ; identify and resolve team mate concerns ● Guide/mentor teams in their personal development through feedback sessions, performance reviews and individual development plans Show less



Hubbard Insurance Group Inc.

• Operations Manager

  • Dec 2014 - Oct 2020

  - Winner of Top Brokerage Award 2016 by Insurance Business Canada - Strategic development via the planning and implementation of operational strategies to define procedures and policies to accomplish organizational and departmental objectives, lead the execution of those strategies. Focus on all product lines and programs with customer service and relationship building being priority; Exercise good judgment in execution of business plans, budgeting, system improvements, management reporting - Continuous improvement as Project Champion of organizations strategic initiatives in business development, client retention, customer experience, talent management /development, and marketing ; oversee and manage key operational projects from inception to implementation from new business initiatives, enhancements to existing processes and workflows, solidification of organizational policies in consideration of customer service and partnership/ relationship service level agreements - Oversee Human Resource Management involving talent acquisition, workforce and organizational planning, recruitment, hiring; Developed new Performance Management System including Key Performance Indicator (KPI) measurement, goal and target setting, and compensation, bonus and rewards program components - Oversee business administration and operations to maximize customer experience and improve customer journey with efficiencies and effective touch points ; includes analysis of current processes , development of metrics and scorecards, implementation of effective data-driven process improvements aligning with organization and division goals, and maintenance of internal audit practice for quality assurance - Facilities management including recent office relocation involving construction and build out - Keep abreast of changes to regulations and guidelines, advising the organization of any implications of these changes Show less



Pethealth Inc

• Canada
• Pet Services
• 100 - 200 Employee

• Director of Business Administration and Operations

  • May 2008 - Dec 2013

  • Advised on all aspects of the B2C Administration and Customer Service activities, including Claims, Underwriting, Policy Issuance, Call Center Operations, Retentions and Collections.• Leader to department Managers, Team Leads and Agents including 24PetWatch Lost Pet Recovery (~75 staff total); developed and implemented comprehensive customer service strategies to achieve corporate service objectives• Managed day-to-day operational activities, service levels, workflows and performance metric via Business Objects and internal reporting systems; identified areas of opportunity such as upgrades sales or retention strategies to target market segments and/or concern and create innovative methods to build and resolve.• Ensured achievement for excellence of all turnaround times, abandon rates and other service metrics for administration and call centre teams through motivation of the team and positive focus.• Maintained a 'continuous improvement' approach to processes and procedures to develop a total customer experience strategy including documentation of the entire customer life cycle, projects included customer self-service initiatives and escalation management to maximize first contact resolution• Responsible for keeping abreast of trends, competitive landscape, and best practices across insurance and contact centre industries via daily electronic alerts, using in turn to ensure a best in class customer service experience • Project Champion and Manager for MS Dynamics AX Insurance system on-going development and refinement, with a focus on the customer experience via improvements to the user tools and data integrity.• Integral member of merger and acquisition team for the purchase of PetProtect Ltd in the UK, involving overseas travel and remote team management.• Product and Brand Management of all Insurance products in North America and UK. Show less

• Manager of Claims and Underwriting

  • Jun 2006 - Apr 2008

  • Maintained staff by recruiting, selecting, orienting, and training a staff compliment of 30; maintained a safe, secure, and legal work environment with an authentic ability to develop personal growth opportunities.• Established strategic goals by gathering pertinent business, financial, service, and operations information; identified and evaluated trends and options; choose a course of action; defined goals and objectives; evaluated outcomes.• Accomplished team results by communicating job expectations; planning, monitoring, and appraising job results; coaching, counseling, and disciplining employees; developing, coordinating, and enforcing systems, policies, procedures, and productivity standards. • Key role in external and internal audits, compliance and regulatory bodies with coordinating efforts, timely verbal and written responses, and quick resolution to questions and issues rose. • Identified as the Better Business Bureau, Department of Insurance point of contact for the Insurance Division. Show less

• Underwriter/ Claims Adjuster

  • Jan 2004 - May 2006

  • Assess the insurance needs of pets and their owners via review of applications for insurance and pet medical records which in turn evaluated and decided the underwriting risk.• Exceeded daily key performance measures, received exceptional audit results awarded with monthly bonus for both underwriting and claims adjudication. • Developed compassionate and counselling relationships with pet owners to service their needs during their time of need (when their loved pet is sick or injured)• Business development with veterinarians and clinic staff to improve their bottom line.• Training and developing of new underwriters/claims adjusters• Assigned Project Lead in Medical Information Data Base Management project as ccompetent skill to develop, monitor and maintain accuracy and integrity of data management information systems and procedures as well as worked with international stakeholders. Show less


Ontario Veterinary College Small Animal Teaching Hospital
• Registered Veterinary Technician

  • 1998 - 1999

Hale Veterinary Clinic
• Canada
• Research
• 1 - 100 Employee
• Registered Veterinary Technician

  • 1998 - 1999