Overall management of the Operations Team covering responsibility from order placement to installation and closeout. The operations team comprises Project Management, Order Entry and Field Service Support.• Member of the leadership team for the dealership• Provide direction and strategic planning for the operations team including creation and measurement of annual strategic goals• Hands on project management of large multi-million dollar installation projects throughout the GTA• Designed and implemented a standardized dashboard reporting for the operations team and individual team member dashboards to measure KPI’s and analyze for trends and opportunities for improvement. • Developed the front end reporting structure for the dealerships margin performance reporting – focus on error reduction and opportunities to catch errors early in the sales process.• Manage the relationship with our 3rd party service providers for delivery and installation.• Developed a standardized project scheduling tool allowing sales to better set expectations related to project timelines with our clients• Completed Herman Miller’s HMPS bootcamp and process training

Oversaw management of the Operations Team and held direct responsibility for the profit and loss of $50M annually. Provided direction to a team of 600, owned the executive relationships with customers and acted as the escalation point for any contractual or customer satisfaction related issues. Developed and implemented the strategic plan for 3 distinct business lines in this portfolio.• Built annual strategic plan for the team, outlining short, mid, and long term goals and actions, driving development of employee programs and customer offerings. • Managed rightsizing and redevelopment of offerings and Business Centre footprints across Canada. Closed production print facilities while maintaining service levels and offerings through a combination of 3rd party agreements and targeted kiosk operations. Increased gross margin on production print in t the following fiscal year• Directed and enhanced a governance program that provided insights and direction to customers through weekly, monthly, quarterly, and annual reviews supported with a robust reporting package and key performance indicators (KPIs). • Provided direction and support for training and development and succession planning for the operations group. Implemented a formal training program for 500+ strong team focused on client facing skills and personal development. Completed 6K hours of training in last fiscal year, increased annual key customer satisfaction metrics, and achieved annual turnover rate in the management layer of 2%. • Designed and implemented a system to track and manage all coaching and discipline activities. Provided complete documentation for HR and management to make decisions regarding termination and severance, leading to reduced involuntary terminations and severance payments.

Managed Canadian PMO providing project and change management services to enterprise customers. Oversaw hiring, assigning projects, ensuring statement of work (SOW’s) and contract obligations were met, revenue targets were achieved, and delivery of consistent outcomes were in accordance with PMBOK practices.• Acted as program manager for 2 of company’s largest projects to date, involving hardware, process development, and service desk implementation. Delivered both successfully and in time with the project plan. Both customers renewed terms of their contract.• Created and implemented standard project reporting tools and provided training to the team, creating a better level of project documentation and improving customer deliverables. • Achieved PMO revenue targets in all 3 years, 2 of which exceeded plan by 10%.

Spearheaded management of the MDS Operations team of 45 people and annual revenue of $8M. Certified consistent delivery of services, hiring and training of team members, and the development of program deliverables to provide consistent ongoing support for all customer contract terms.• Provided all operations responses and content for RFP’s and customer proposals, and created standardized set of SOW’s.• Developed and implemented a robust reporting package as part of a standard service offering, providing real time data and metrics to customers for use in decision making. Reporting packaged was subsequently leveraged by Ricoh International and used as the reporting basis for a global tool set.• Collaborated with a 3rd party supplies partner to create and implement a 3rd party fulfillment program for consumables. Implemented to meet just-in-time delivery for customers and streamline costs associated with delivery.

Led Managed Print Services (MPS) operations and Project Management teams in delivering quality fleet and service management to company’s enterprise customers. Implemented projects and provided ongoing Day 2 support across Canada. including contracting, solution design, implementation, and day to day operations of national contracts for MPS customers. • Drafted and negotiated all managed services contracts and amendments. Dealt directly with customer and Lexmark legal, improving turnaround time of SOW delivery.• Priced all services components and provided all operations content for RFP responses and customer proposals.• Cultivated, managed, and expanded relationships with 3rd party vendors and service providers, meeting customer service and consumables delivery requirements. Conducted successful contract negotiations, enhancing margin on 3rd party services from previous iterations of the agreement.• Negotiated and developed SOW with Western Canada’s largest health region that saw the installation and management of 2.5K+ devices.• Improved key metrics 10% year over year - MPS revenue and resource utilization.

Led order administration team that was responsible for all incoming orders, returns, and inventory reporting. Developed relationships and worked closely with distribution, finance, and service to provide high service level to customers and channel partners.• Established and implemented a peer audit process, addressing processing quality issues on the team. Saw a reduction in errors within 3 months and was included as part of standard onboarding process.• Created and executed process improvements to incorporate ISO and Sarbanes Oxley controls in all documentation. Department successfully passed all internal and external ISO and SOX audits.• Oversaw transition of the Sales Support team from Canada to Lexmark US. Produced and documented customer profiles for all channel partners and direct customers, provided direction on the hiring of resources in the US and was the key trainer and contact point for the new US team. Transition cut over was completed on time and with minimal impact to customers. Placed 60% of the Canadian sales support team in other roles within Lexmark Canada.

Compiled and produced quality and timely reporting for executive management team to use in strategic planning and decision making.Compensation and attainment reporting for all Lexmark sales reps, business development managers and consultants.Designed and implemented a standardized forecasting tool and reporting packaged for regional management.

Conducted one-on-one meetings with business owners providing information and problem resolution for all matters surrounding corporate GST, Payroll and Corporate Taxation. Provide technical interpretations o the Excise Tax Act.