Adam Litwin Email & Phone Number

Toronto, Ontario, Canada

• Orchestrated a transformative shift in sales operations as the driving force behind the development and implementation of a new sales strategy, positioning the company for increased revenue and market share.• Responsible for leading the Project Management Office (PMO) team and a Professional Service team, ensuring seamless coordination and collaboration for successful project execution.• Managed portfolio of all client engagements, deliver exceptional solutions resulting in the successful delivery of over $10M in projects in 2023.

Toronto, Ontario, Canada

• Designed an IT strategy encompassing internal network, servers, cloud applications and end-point protection to maximize productivity and minimize risk of downtime events.• Oversaw the delivery of installations impacting over 5,000 patient beds across Canada and generating over $12M in revenue.• Managed an OPEX budget of $1.3M, inclusive of 15 team-members, to provide technology, data and project management services across the organization.

Toronto, Canada Area

• Setup a central repository for analytics (Azure Data Factory/SSMS/Power BI), integrating 14 data sources into 250+ tables for analytics that have led to strategic initiatives that have delivered millions of dollars in value to HealthHub.• Managed a client support team that responded to +25k service tickets/year, improving the resolution rate by 10% by implementing continuous improvement processes and monitoring technology.• Digitized the end to end process of service including revamping call-centre operations, ticket triages, and field technician scheduling; improving customer satisfaction, reducing average resolution time and creating additional rental revenue.• Created processes and technology to manage hospital equipment inventory, leading to over $500k in benefits for hardware deployment.

Toronto, Canada Area

• Led a team of 12 employees responsible for the strategic development and delivery of performance management and recognition programs supporting over 12k call center agents and team leaders.• Integrated subsidiary’s call-center performance management into central technology platform, saving $400k/year in operating expenses. • Managed the integration of multiple vendors’ data sources into a data visualization application, providing managers more insightful and actionable metrics, enabling better coaching to 1.2k agents across three countries on a daily basis.

• Managed a $5M capital roadmap, requiring strategic planning, business case development and coordination with multiple business units, expected to deliver $22M within five years.• Led $1.9M capital project to digitize troubleshooting experience, resulting in $1.2M benefits in-year and $7.9M in benefit over five years through call-reduction, time saving and better customer experience.• Identified opportunity to revamp online customer support interface and enhance customer education, delivering $1.1M in-year benefits from call reduction with a $30k investment.

• Created a central database on the process documentation team used by all 140 team members to increase transparency among different business roles. • Built a comprehensive ROI model for increased accuracy of the long-term effects of a retention campaign on a cohort of customers, utilized across multiple lines of business.

Utterson, Ontario

Mwanza, Tanzania

Toronto, Canada