Think of an orchestra. How beautiful is the sound they make? Now think of everything it takes to produce that sound. Conductor, music, instruments, musician. That's just the first layer. What about the luthiers, composer, music teachers. Another layer. The materials for the instruments, paper for the music, venue for the orchestra to play. A highly complex system that comes together to produce a singular, clear outcome.Now think of your organization in the same way. My goal with Composing Excellence is to help bring together all the layers relevant for you: roles, responsibilities, training, vision, skills, passion, practice, planning, leadership, communication, coordination, collaboration and execution in a simple, precise way.

My role as Director of Operations was to lead firm operations, turning ideas and vision into action to enable teams to do their best work, in turn increasing the positive impact the firm has on the communities we serve.

This role was the glue, linking together all departments and stakeholders to enable operational success and spin up two brand new business units over a thirty-month period.Provided leadership and consulting in support of strategic decision making across the Technical Solutions organization. Led a team of professionals based across Canada & the US responsible for resource planning, workforce management, dispatch, technical training as well as program management & change management to ensure efficient and effective service delivery for Field Services to Telecommunications providers across North America. Managed client relationships and ensured operational teams were positioned to exceed service levels and field workforces are flexible and responsive to meet a diverse range of needs. Ensured communication, collaboration and interlock occurs between cross functional teams ranging from network build to sales through to installation and repair work.

The ultimate swiss army knife experience: recruit and build an entire new department, transform operational practices and customer experience, build and manage complex financial models, drive efficiencies, scale some businesses while sunsetting others, evaluate and manage vendors and have some fun in the process.Ensured all Sears business units ranging from catalog sales to Home Services to Corporate Stores and Financial Services were getting a high level of customer, technical and back office support from the centralized Support Center whilst balancing costs. Oversaw all contact centre financial & capacity planning for over 1000 FTE onshore and off, whilst leading a team supporting workforce management and business intelligence functions for all Sears Canada divisions. Completed business case review, analysis and vendor evaluations for BPO partners and made recommendations to executive committee on execution plan to deliver on organizational goals.

Doubled the size of the Ontario operation in 18 months, while transforming the culture.Head of site responsible for all call centre operations leading a team of call centre managers and supervisors as well as over 500 front line employees for all customer experience functions including inbound sales, customer service, customer retention, technical support and tier 2 internal support functions. Drove employee engagement, championed a supportive, customer obsessed culture.

Provided leadership and drove continuous improvement for team of workforce planning, reporting and business analytics professionals responsible for forecasting, scheduling and real time management as well as a diverse range of reporting and analytical functions from employee scorecards to executive dashboards to financial analysis.

Led day to day operations as well as project management of operational efficiency initiatives for contact centre support & back office department with a wide variety of responsibilites including: customer shipping & logistics, revenue assurance, online sales & customer care.

Led a team of 20 Business Support employees.