Mark L. Sutherland, Cspo, Csm is a Confident. Decisive. Agilist. Passionate about solving business problems. at TD Insurance. He possess expertise in technical support, customer experience, training, team leadership, workforce management and 42 more skills. Colleagues describe him as "Mark Sutherland is an experienced team leader with an excellent grasp of the principles of delivering world-class customer service. Mark is naturally technical by nature, which gained him the credibility and respect from his team to be successful in his role as Team Lead at research In Motion (BlackBerry). Mark is particularly skilled in situations requiring careful consideration and analysis as his approach to problem solving is always carefully thought out. As a leadership team member, Mark's style is to participate through facts and a drive for improvement. Although he excels in environments where data analysis is a prominent factor in decision making, Mark also brings passion and drive to his role to get results." and "Is there anything that I can do to help?” This is the mantra that Mark lives by and lives up to, be it with his direct reports, other TL’s or departments. Mark has assisted me with excel walls that I have run into, with advice on situations that I have never had to deal with in the past, and tips and tricks for me to be more proficient at my job. Mark brings to the role a level of professionalism and experience far beyond his years that I have come to respect, and although he exudes confidence he is quick to admit that he doesn’t have the answer to everything and will modestly reach out for advice when required. During this past fiscal year I have seen Mark step in front of numerous projects both large and small typically before others have had a chance to answer. He knows what he is capable of handling and puts 100% into every task that he does. Because of the level of work, confidence, and his sound judgment/decision making, he was asked to be the Manager’s proxy on numerous occasions and was able to confidently speak to service level concerns and product issues. Mark is a go-to person for TL’s looking for advice on technical or how-to questions as they arise and I have often seen his peers congregate around his desk as he is well liked and perceived to be a driving force of the leadership team. Mark has participated in numerous Command Center discussions and initiatives again providing sound judgment during situations (BB10). Mark is quick to share information that affects the department (as permitted) to ensure flawless transitions between past and future states to all stakeholders. He is very aware of the global picture and does not stay isolated to the confines of his team. This being said, he has developed strong relationships with other departments and sites and is not averse to being the voice of the department when the situation dictates that leadership and initiative is required. Mark will also take this outside of the office and can be seen educating consumers on the street regarding the advantages of our product and brand, he can be a true salesman when he wants to be. Mark is respected by his direct reports as being fair and providing regular and sound guidance. He stays on top of their metrics, educating and coaching regularly. He seizes every opportunity to make his team stronger by utilizing the resources available and ensuring that they maintain high morale through clear direction, encouragement, and positive reinforcement. k without losing sight of the strategic objective."