Managed various departments (Customer Care, Sales, Processing, and Retention) to drive growth strategies, expand market presence, and optimize operational efficiency. (50+ direct and indirect reports)

Led sales initiatives and customer care operations responsible for driving revenue growth and customer satisfaction with local and near-shore teams of 50+ direct and indirect reports.

Development and management of sales distributors, sales channels, sales agents, branch offices and head office point of contact for all sales related issues for distributors, agents and branches.

Contact Centre management of all customer interactions and support, review and maintenance of compliance and regulatory quality controls for a team of 40+ direct and indirect reports.

Contact Centre management of all customer interactions and support, review and maintenance of compliance and regulatory quality controls for a team of 40+ direct and indirect reports.

Universal Energy Corporation (UEC) was an electric and natural gas retailer that focused on long-term sales of price protection contracts to residential, commercial, and industrial customers across Canada and the United States. UEC had a customer base of 430,000 (approx.) and was acquired by Just Energy in 2009.Responsible for providing strategic and operational leadership to a team of over 100 employees in sales, retention, collections, and marketing support across Canadian and US markets.• Orchestrated collaboration among cross-functional teams, including Marketing, Legal, Finance, ProductDevelopment, and Operations, to align strategies and ensure a seamless customer experience.• Spearheaded the development and implementation of a comprehensive rewards and recognition program, significantly boosting employee morale, productivity, and overall business performance.• Provided regular updates and reports to senior management on accounts receivable performance, highlighting areas for improvement and risk mitigation strategies.

Just Energy (JE - formerly Energy Savings Group) is a retail energy provider specializing in electricity and natural gas commodities. JE provides energy solutions to residential and commercial customers in the United States and Canada (approx. 1.7 million customers), through fixed and variable electricity and natural gas products.Managed and directed the contact center of 300+ direct and indirect reports, responsible for servicing both Canadian and US customers, overseeing a $15M operating budget. Led multiple departments including Customer Service (B2C & B2B), Customer Relations, Collections, and Operations Support encompassing Workforce Management, Business Intelligence, Quality Assurance, and Vendor Management.• Strategically realigned operations to optimize call handling by region/market type, consolidating consultants' knowledge base, fostering a positive customer focus, and boosting service levels by 20%.• Directed the ongoing development and release of training programs, supporting processes and incorporating product enhancement details for both newly hired and seasoned representatives.• Oversaw critical operational functions, including workforce planning, quality assurance, and spearheading process improvement initiatives to enhance organizational effectiveness.

CCMH provides the training and education required to become a Registered Massage Therapist (RMT) in Canada.Accountable for all aspects of the start-up of the admissions call centre operation including marketing and advertising, as well as supporting and developing the telecommunications infrastructure. Responsible for leading and supporting a team of 10 employees for 6 campuses.• Project leader for the network and system development and deployment projects, successfully created, customized and managed the implementation of the admissions call centre for 6 campuses.• Successfully led the admissions program management team in both the call centre and off-site campuses, while also managing daily operations for administration and serving as a liaison/first-level support between vendors and clients.• Increased caller connection efficiency with the introduction and development of an Interactive Voice Response phone system.• Developed brochures, documentation, and advertisements for career fairs, marketing initiatives, and various media channels, alongside creating reports and trend charts to evaluate overall performance.

Managed a staff of 22, responsible for supporting 8 call centres, consisting of approximately 700-800 consultants. Key member charged with the creation, development and management of annual operational, departmental budgets and operating plans totaling over $30 million. Directly controlled a department budget of $2 million with full P&L responsibility.• Pioneered the creation of the department, including team development, skills and tools required for the job.• Aided in supporting clients’ needs and prioritizing workload through the creation and implementation of project charters. • Recommended, developed, analyzed and implemented schedule adherence control processes, and several scheduling and dialer strategies, optimizing service levels and dialer efficiencies. • Created and implemented an automated reporting system to assist with coaching and performance management; improved productivity by partnering with various expert teams.

Managed operations at the national centre, overseeing a team of 50 consultants and providing direct supervision to 12 specialists. Ensured optimal staffing levels and proficient management across functional areas, including inbound/outbound call programs, field collection, and collection agency assignment, all in alignment with departmental goals and budgetary targets.• Increased the operations inbound programs service level by 30% by analyzing trends and implementing recommendations for manpower reallocation.• Pioneered the automation of the account processing (late) fee charge, which effectively reduced manpower costs, improved department productivity, increased revenue and decreased bad debt.• Developed and implemented several programs and dialer strategies through ongoing results analysis to assist with the reduction of bad debt.• Negotiated payment terms and settlements with clients to maximize collections while maintaining positive relationships.• Member of several project teams responsible for system enhancements, system and process conversions, development and implementation of work simplification and Business Continuance Plan.• Re-engineered and developed process flows for door-to-door (Field Collectors) non-pay activity on a national level (contractual agreements, final notices, IVR operation, work area assignments) including the standardization and implementation of the reconciliation process• Managed the national collection agency and door-to-door (Field Collectors) non-pay activity relationship ensuring an effective balance between business and client needs.• Managed the reporting and analysis of the over 90-day delinquent accounts results through the development of ad-hoc reports to identify trends and weekly results.