With over 25 years of experience in both the private and public sectors, PKD Consulting Services brings deep hands-on, practical expertise, working with clients at all levels - from “boots to boardroom”.We can be your catalyst for change, your extra set of hands, your second set of eyes.Visit us at www.pkdconsultingservices.com to see how we can serve you!

Business Process Analysis and Design | Continuous Improvement• Created, as part of an elite team, an innovative Corporate Contact Centre and municipal 311 service; collaborated to increase its capacity to operate 24/7 and handle over 500,000 calls per year.• Led an agile and Lean-principled service review of the City’s Animal Services Division to produce an innovative multi year strategic roadmap and recommendations to redefine and implement business transformations for a new, streamlined service delivery model. • Acted as lead analyst on a project to implement and deploy a Microsoft CRM Dynamics 365 solution for 70+ users revolutionizing business by managing over 10,000 business contacts with optimized connectivity. • Conducted detailed business process reviews and needs analysis.• Documented detailed Business and Functional Requirements and Findings & Recommendations Reports.• Created process maps of current (As Is) and future (To Be) state processes.Program Development and Delivery• Developed, produced and delivered custom enterprise customer service training programs to 2,000+ in person participants, and e learning training tutorials to 100s of seasonal and part-time staff.• Created and executed comprehensive Test Plans, and managed User Acceptance Testing.Relationship Management | Rapport Building | Communications | Training• Built fortified relationships with dozens of business partners with a proven track record of effectively managing customer expectations, building solution support, and accurately translating business requirements into technical and/or process solutions• Recognized as a Trusted Advisor with superior interpersonal, rapport building and oral and written communication skills.• Reviewed and analyzed print and digital communications and media, proposing and implementing content revisions that resulted in the improvement of presentation value, effectiveness of information reception, and audience engagement.

• Managed staff, operations and business transformation projects for a privately owned, national installation company of Bell ExpressVu satellite systems with 500+ sub-contracted installers with revenues exceeding $250,000,000 and over 100,000 customers.

• Fulfilled client relationship management, training, and business process analysis and engineering roles with ever-increasing responsibility for the development and implementation of proprietary ERP telephone directory publishing software with an international client base.

• Fulfilled client relationship management, training, and business process analysis and engineering roles with ever-increasing responsibility for the development and implementation of proprietary ERP telephone directory publishing software with an international client base.