Leading innovative new technologies for the utility and energy sectors.

Serving on the Board of Directors with the H.R. MacMillan Space Centre. Helping the Space Centre engage and educate the community on space science and our world.

Presently working on the BC Hydro Customer Service leadership team as the Manager, Customer Strategy, Partnerships and Business Support Services. Responsible for leading our customer experience and service evolution programs (including self-service, paperless adoption and contact centre systems enhancements) to realize improvements to the customer experience and capture organizational benefits. Also accountable for our Corporate Outsourcing and Partnerships office accountable for managing… Show more Presently working on the BC Hydro Customer Service leadership team as the Manager, Customer Strategy, Partnerships and Business Support Services. Responsible for leading our customer experience and service evolution programs (including self-service, paperless adoption and contact centre systems enhancements) to realize improvements to the customer experience and capture organizational benefits. Also accountable for our Corporate Outsourcing and Partnerships office accountable for managing commercial contracts between BC Hydro and key service partners. ACCOUNTABILITIES:- Accountable for customer strategy and service channel interconnections.- Self-service portfolio leadership and capital plan.- Outsourcing and partnership development and sustainment.- Channel strategy for web, mobile, IVR and other digital properties.- Project team leadership for delivery of capital projects impacting external facing customer service.- Liaison across a number of lines of business for a unified customer approach in market.ACCOMPLISHMENTS: - Realized significant reductions in cost pressures through expansion of self-service capabilities, developed a long term strategy for continuous improvements and adoption.- Successfully facilitated large commercial agreements with key partners to resolve predicted service threats favorably prior to any detriment in market. - Successful in securing executive support in capital projects improving self-service capabilities.- Developed a long term program view of service channel enhancements that will enable greater customer benefits over the years to come.SPEAKING ENGAGEMENTS:Conference Board of Canada - Public Sector TransformationAdobe - Federal Government AssemblyEUCI - Digital Strategy & Business TransformationChartwell - Utilities Social Media ConferenceEUCI - Self-Service ConferenceCommsTrend - Digital Service Conference Show less

Responsible for leading the BC Hydro digital communications department that is accountable for online communications including customer self-service transactions, media and public communications, facilitating energy conservation and public education & consultation. The scope includes strategic development and usage of all external facing digital properties including the bchydro.com website, social media channels, e.newsletters, mobile web, physical digital displays and applications. Servicing… Show more Responsible for leading the BC Hydro digital communications department that is accountable for online communications including customer self-service transactions, media and public communications, facilitating energy conservation and public education & consultation. The scope includes strategic development and usage of all external facing digital properties including the bchydro.com website, social media channels, e.newsletters, mobile web, physical digital displays and applications. Servicing over 2,000,000 visits monthly, BC Hydro’s digital presence is the primary interface between the organization and the public. Responsible for working cross functionally across the organization to ensure corporate needs are met within the online space and have received national and international recognition for projects completed.ACCOUNTABILITIES: • Leads a high performing department consisting of employees (both management and unionized staff), contractors, consultants and vendors.• Acts as an organizational thought leader surrounding the online environment and is a member of the marketing and brand strategy leadership team.• Develops and executes the enterprise wide strategy for online public engagement that facilitates the broad needs of the organization.• Developed a marketing support framework that leveraged high traffic utility sections to realize cross-promotional synergies with strategic programs and partners.ACHIEVEMENTS: • Recognized as a leading utility website in North America and developed the largest social media following within the utility space.• 2011 & 2012 Lotus Award winner for advertiser of the year and leading digital property.• Conceptualized digital marketing solutions that have recieved over 1M hits during a one month campaign.• A number of projects completed have earned dozens of earned media mentions and have enhanced how the organization engages with the public. Show less

Leading a team of 97 employees (managers and union staff), I was responsible for activating the BC Hydro sponsorship of the 2010 Olympic Winter Games. The goal was to advance BC Hydro’s conservation message to the public and realize the goal of the greenest games ever while showcasing Power Smart on the world stage. The activation included the strategic planning of a public engagement pre-campaign, Olympic venue celebration site activation and a post-games departmental transition.… Show more Leading a team of 97 employees (managers and union staff), I was responsible for activating the BC Hydro sponsorship of the 2010 Olympic Winter Games. The goal was to advance BC Hydro’s conservation message to the public and realize the goal of the greenest games ever while showcasing Power Smart on the world stage. The activation included the strategic planning of a public engagement pre-campaign, Olympic venue celebration site activation and a post-games departmental transition. ACCOUNTABILITIES: • Created and executed the 2010 Olympic Winter Games public engagement strategy surrounding conservation.• Managed a team of 97 campaign managers, event planners, campaign coordinators and community representatives.• Established partnerships with other sponsors, national retailers, local municipal partners and media to maximize public awareness.• Conducted regular resource assessments and quality assurance reviews to evaluate compliance with union labour requirements, safety protocols and emergency procedures.• Developed reporting and analytic systems to communicate the successes of the team both internally within the organization and externally to government, Vanoc and the media. ACHIEVEMENTS: • Over 327,000 British Columbians reached in 113 communities province wide.• Over 613,000 conservation educations delivered resulting in significant conservation behavioural changes.• 187 earned media mentions including international exposure.• Transitioned team resources and developed a retail development team model to support the ongoing energy efficient product partnerships.• Successfully delivered the full sponsorship activation and realized the goal of the greenest Olympic games ever through broad public engagement around energy efficiency. Show less

Developed a retail partnership channel designed to accelerate the adoption of energy efficient products within the province of British Columbia and realized significant change in consumer behaviour province wide. This included building mutually beneficial partnerships with retailers and manufactures that resulted in supply chain changes. Worked with executives, category leaders and account managers to alter product selections, plan marketing campaigns, execute merchandising plans, leverage… Show more Developed a retail partnership channel designed to accelerate the adoption of energy efficient products within the province of British Columbia and realized significant change in consumer behaviour province wide. This included building mutually beneficial partnerships with retailers and manufactures that resulted in supply chain changes. Worked with executives, category leaders and account managers to alter product selections, plan marketing campaigns, execute merchandising plans, leverage customer incentives, enable in store staff training, build sales support channels and ensure a high degree of inventory & supply chain management. ACCOUNTABILITIES: • Managed the relationships with 18 national and provincial retailers including big box, home improvement, electronics and grocer (i.e. Best Buy, Rona, Future Shop, London Drugs, Home Depot, etc).• Managed the relationships with 14 manufacturing partners to supply and market energy efficient products (i.e. Sony, Phillips, Whirlpool, LG, Samsung, Panasonic, etc.)• Led the activities of a retail development team that aligned mass-market campaigns directly to retail sales of efficient products. Campaigns included a combination of TV, radio, newspaper, flyer, online, billboards, bus wraps, etc.• Assisted retailers in transitioning product lines, increasing gross margins, driving in store traffic and enhancing the customer experience through detailed partnership plans grounded in a common goal of increasing environmental conservation.• Enabled the introduction of new products to the Canadian market that achieved significant energy savings.ACHIEVEMENTS: • Executed retail campaigns that included up to 730 stores across multiple banners during a single campaign.• Increased participation in conservation programs that reached 213,000 residential customers.• Enabled the sale of over 150,000 efficient lighting products, 45,000 ENERGY STAR appliances and 39,000 televisions within one year. Show less

Managed TELUS wireless and Internet product distribution through two big box retail partners (a total of 93 points of distribution). The accounts demonstrated solid performance under my management and were among the highest performing in year over year growth. Developed strong working partnerships with our external partners and have been able to grow market share and profitability.  Planned and executed strategic initiatives / campaigns focused on business growth. Involved the… Show more Managed TELUS wireless and Internet product distribution through two big box retail partners (a total of 93 points of distribution). The accounts demonstrated solid performance under my management and were among the highest performing in year over year growth. Developed strong working partnerships with our external partners and have been able to grow market share and profitability.  Planned and executed strategic initiatives / campaigns focused on business growth. Involved the coordination of various internal channels and external partners to deliver a cohesive strategy and effect consumer behavior. Budget/Finance allocation and maintenance (tracked expenses, allocated funds, approved/processed vendor invoices, worked within SAP, EDI inventory management, etc.). Forecasting and ROI analysis  Contract negotiations (i.e. Vendor Agreement amendments, contract renewals, compensationchanges, etc.).  New product launches within a retail environment executed from a head office level. Show less

A facilitator and training design role that focused on the development of employee knowledge and skills within the TELUS retail channel and retail partner locations. I was responsible for developing and executing annual training plans based on stakeholder needs at a national scope.  Analyzing performance results and developing learning strategies to address areas of improvement. The execution of these strategies included needs assessment, project management, budget maintenance, content… Show more A facilitator and training design role that focused on the development of employee knowledge and skills within the TELUS retail channel and retail partner locations. I was responsible for developing and executing annual training plans based on stakeholder needs at a national scope.  Analyzing performance results and developing learning strategies to address areas of improvement. The execution of these strategies included needs assessment, project management, budget maintenance, content development, facilitation and stakeholder debriefs. Utilizing adult education principles for skills development (softskills, product knowledge, sales/management training, etc.). Maintaining stakeholder relations  Demonstrated the ability to enhance sales results through training and development of staff. Show less

Managed a territory consisting of 31 retail points of distribution and focused on business development. Marketed wireless and high-speed products to increase loading within a specific territory through retail partners at the district and store level. Developing and maintain strong relationships with retail partners at various levels.  Executed key strategic initiatives.  Create and execute store development plans.  Maintained and expanded the exposure of the… Show more Managed a territory consisting of 31 retail points of distribution and focused on business development. Marketed wireless and high-speed products to increase loading within a specific territory through retail partners at the district and store level. Developing and maintain strong relationships with retail partners at various levels.  Executed key strategic initiatives.  Create and execute store development plans.  Maintained and expanded the exposure of the TELUS brand in the retail space. Merchandised store displays and developed programs to maximize in store exposure. Show less

Specialized in business-to-business sales of corporate communication solutions. My role as sales manager for the WSG involved leading a team of account managers to achieve sales targets and maintain an existing base. This involved: Managing long B2B sales cycles and ensuring high volume from a team of account managers through sales programs (prospecting, new business acquisition and mining the existing client base). Coaching and development of staff  Development of a… Show more Specialized in business-to-business sales of corporate communication solutions. My role as sales manager for the WSG involved leading a team of account managers to achieve sales targets and maintain an existing base. This involved: Managing long B2B sales cycles and ensuring high volume from a team of account managers through sales programs (prospecting, new business acquisition and mining the existing client base). Coaching and development of staff  Development of a culture focused on customer service and sales excellence  Negotiated high level contracts Show less

Led the product marketing of custom-built computer systems for A&B Sound. This included creating point of purchase materials, online build tools, inventory logistics and ordering processes. Development and execution of a go to market strategy.  Advertising and POP material creation  Sales coaching and development of managers/supervisors