Ryan Abbott, Mba, Pmp Email & Phone Number

Toronto, Ontario, Canada

Toronto, Ontario, Canada

• Led the Change Management function for the Inspection Management System implementation project for Toronto Public Health
• Designed and developed the overall Change Management Strategy for the project
• Completed the Stakeholder and Impact Analyses
• Created change management plans for stakeholder engagement, communications and training

Toronto, Ontario, Canada

• Responsible for the design and delivery of training programs for professional Business Advisors to maximize software adoption, usage and success using a blend of virtual and on-demand environments.
• Performed customer learning need analyses then developed curricula, with the company’s strategy and messaging, to fill in the knowledge gaps of the incoming customers.
• Designed and delivered a new sales and marketing 10-session course to teach Business Advisors how to market and sell their services using the software tools available to them through the Value Builder System.
• Created an on-demand course housed on a Learning Management System that consisted of 60+ videos to teach Business Advisors how to deliver coaching services to their clients using a 12-module education and.

Toronto, Ontario, Canada

• Led, developed, and coached customer success team members to maximize individual and team effectiveness.
• Addressed customer escalations and minimized churn
• Acted as interim Director of Customer Success to fulfil business needs during a position vacancy.

Toronto, Ontario, Canada

• Facilitated group training sessions for Business Advisors focused on helping them structure, sell and deliver their services to business owners.
• Coached Business Advisor customers on how to implement marketing tactics, navigate sales conversations and coach their entrepreneur customers.
• Assumed delivery of the company’s flagship training course from the founder resulting in improved Net Promoter Scores from 64% to 79%. Reviewed feedback and adjusted programs based on data.
• Showcased new techniques, tools, and best practices for audiences of 75+ participants using a webinar format to engage existing customers and boost software usage.
• Led, developed, and coached customer success team members to maximize individual and team effectiveness.
• Acted as interim Director of Customer Success to fulfil business needs during a position vacancy.

Toronto, Canada Area

• Successfully guided many clients through strategic change management initiatives.
• Developed change management strategies, facilitated executive leadership alignment activities and implemented change management programs. Achieved adoption success for high-profile strategic and technological.
• Managed and led client and consultant teams through change management activities including strategy development, change impact and stakeholder assessments, project planning, change agent networking, training, and.
• Facilitated focus group workshops for influential leaders, employees, and stakeholders to assess, engage, and align them with project goals.
• Presented strategies and results on a regular basis to executive leadership teams for their input and approvals.
• Built and maintained strong trust-based client relationships with key executives as well as technical experts leading to increased engagement and influence, as well as additional sales for Deloitte.

Toronto, Canada Area

• Advised clients on how to navigate complex strategic and technological changes inside their organization; Activities included strategy development, leadership alignment, capability assessments, change management.
• Facilitated train-the-trainer workshops and created support materials for organizational leaders and groups
• Led the creation, promotion and maintenance of a database for colleagues to use in order to increase the efficiency of the organization’s internal knowledge sharing capabilities
• Emceed the division’s quarterly meetings consisting of audiences of 200+ participants
• Clients included large international retail companies, Canadian banks, insurance agencies and government organizations

Greater Toronto Area

• Grew the Katalyst brand across Ontario through LCBO sales and brand awareness campaigns
• Managed sales activities related to the Symmington Saison Brand
• Cold-called LCBO Store Managers across Ontario to gain and maintain shelf space for the Symmington Saison brand
• Exceeded sales targets and turned over brewery’s entire inventory within 5 months due to exceptional sales results

Toronto, Ontario

• Led the Toronto Market activities for the tile and carpet cleaning division; responsible for operations, sales, customer service, maintenance management, hiring, performance evaluations and cross-functional collaboration
• Supervised day to day operations, scheduling and quality of work
• Developed and managed the division’s strategy, plans, sales results and financial statements
• Created and implemented long-term plans including forecasting, strategic purchasing models and expense management; strategies resulted in monthly net income improvement from negative 68% to positive 15% during time in.
• Identified and developed a resolution to the issue of inflated maintenance costs; Arranged specialized staff training and a preventative maintenance program; Reduced costs by 20% and improved equipment reliability
• Transformed a long-standing team culture of low morale and productivity to one characterized by reliability and team effectiveness through mentoring, staff changes and exemplary leadership

Newmarket, Ontario

• Motivated, trained and led a team of 10 employees to become the top-ranked Administrative Department of Cintas Canada
• Evaluated non-payment challenges; co-developed plans for collection with service department representatives through site visits, recommendations and conflict resolution coaching; negotiated with clients to arrange.
• Oversaw and managed evolving customer service issues in operations spanning multiple departments
• Instituted a culture of excellence and cross-functional collaboration by building and maintaining partnerships and working to solve complex and contentious issues collaboratively; effectively communicated with service.
• At the request of senior management, conducted improvement strategies and action plan recommendations for four other locations’ Administrative departments focusing on customer service and accounts receivable metrics.

Newmarket, Ontario

• Rotated through multiple departments in a project based leadership role
• Led the Six Sigma Performance Improvement initiatives for the location; developed hypotheses, conducted operational studies and analysis, and by developing and maintaining strong relationships across departments.
• Performed an analysis of the Garment Repair Department metrics and developed intake decision-making policies and procedures to resolve efficiency issues and reduce costs
• Overhauled the Stockroom Department; analyzed data, evaluated policies, procedures and systems to reduce inventory
• Created a delivery service to plant feedback tool in Excel which was rolled out nationally

Toronto, Canada Area

• Taught the IIT (instructor in training) class for teenagers through a mix of static as well as dynamic teaching methods

Toronto, Ontario

• Conducted financial transactions and handled customer service issues for customers
• Created and developed relationships with customers resulting in loyal repeat business clients

Toronto, Ontario

• Created and developed an entrepreneurial venture in home and yard maintenance
• Grew business by focusing on exceptional client service, resulting in highly satisfied customers

• Assumed leadership in a staff team of six instructors
• Taught canoeing skills and coordinated daily special events for large groups of children

• Taught snowboarders using advanced teaching techniques and communication skills
• Awarded “Rookie Snowboard Instructor of the Year”, 2005

Master Of Business Administration (M.B.A.), Specialization In Consulting

Activities and Societies: • Director of External Relations, Student Executive Council • Certificate in Responsible Leadership

Honours Bachelor Of Arts, Economics

Activities and Societies: Varsity Rugby TeamRelevant courses include: Advanced Topics in Microeconomics, Theory of Finance and Advanced.

Education record