As Senior Manager of Global Service Desk operations, I work within the Nutrien Business Solutions’ (NBS) organization, leading our world class Service Desk for HR, Finance, IT, and other functions, focused on delivering an industry leading employee experience that gets what Nutrien’s team members need, when they need it, anytime, anywhere.

I am working with Between Friends on conducting a viability assessment and business plan for a Social Enterprise, aimed at helping to further Between Friends' vision of developing inclusive communities where people with disabilities reach their individual potential and are recognized as valued citizens.

With decades of Contact Centre, Customer Experience, and ITIL Service Desk experience, I provide you with guidance and expertise to help you transform your Customer Experience functions to become industry leading, allowing you to reduce your overall Customer Effort, increasing overall efficiency and reducing costs.I have had experience operating a multimillion dollar Contact Centre / Service Desk BPO practice, with over 450 Contact Centre agents with revenues over $12m annually. As part of this work, I was the primary contributor to the organization's process, people and technology decisions, leading us to becoming one of the industry's leading outsourcing teams, with a fully remote Canadian-based workforce.I have personally project managed the deployment of dozens of Contact Centre operations, both through the operational work as well as my consulting practice.At The Ostermann Group, we will help you Align your current operations to industry best practice. Once this alignment is complete, you can begin an overall Evolution of your Contact Centre / Service Desk function, based on our provided roadmap. As this Evolution unfolds, you will find that your Customer Experience function will transform to a function which is industry leading, allowing you to realize your Customer Experience vision - reducing costs and Customer Effort, while increasing Customer Satisfaction, Employee Engagement, and overall Agent/Team performance.

2021 - Senior Advisor & ConsultantWith my focus moving to Advisory Services in the Customer Experience and Service Desk space, my role at Line One remains as a Senior Advisor to the operational team, bringing my extensive background in these areas to the team, allowing the organization to continue to grow and help its customers achieve an exceptional level Customer Experience.

As President at Line One, I was fully responsible for the expansion of the entire organization. Led the organization from a team of 12 people with annual revenues of $200k to our peak in 2021 of 450 team members with annual revenues of over $12m, across a wide range of industries - Medical / Healthcare, Financial Services, Manufacturing, O&G, Retail, and Government. Personally launched over 60 Contact Centre outsourcing services across these industries, allowing our clients to enhance their Customer Experience programs while reducing costs and improving efficiencies, all while gaining previously unrealized insights into their operational data.Launched Line One's Advisory Services arm, focusing on bringing our collective experience in the development of Customer Experience Roadmaps, Contact Centre Transformation, and ITIL Service Desk Maturity Enhancements to a broad base of clients across multiple industries from our Operational experience in Line One's outsourcing services.

Responsible for full operation of Contact Centre and Service Desk. Provided team training, client setup/deployment services, reporting & analytics

Training Course Facilitator for the Business & Tourism / Continuing Education department.

Responsible for providing technical and customer support to Line One's (previously known as Support Excellence Inc.) client base.