At Nara Consulting, we're not your typical consultants; we're the driving force behind innovation in Operations Management Systems, Organizational Transformation, Customer Experience, Mergers, Acquisitions, Due Diligence, and Diversity, Equity, and Inclusion. Our mojo? Hands-on guidance that turbocharges your processes, supercharges efficiency, and catapults you into sustainable growth mode.Our commitment is to go beyond delivering services. We believe in forging meaningful partnerships that leave a lasting impact on your business. With a unique blend of expertise and a personalized approach, we empower our clients to achieve extraordinary results fueled by authenticity and purpose.

Bringing over 20 years of experience in operations management within the Fintech, Payments, and Gaming sectors as a Fractional COO. Specializes in enhancing business process efficiency, KPI Management, Operations Management Systems, and Knowledge Management. Proficient in optimizing contact centers and customer journey mapping to drive customer satisfaction and loyalty. Awarded as one of Canada's Top 100 Most Powerful Women, demonstrating a strong track record in operational leadership. Committed to guiding companies through intricate operational challenges, focusing on strategic growth and customer-centric approaches.

Starting as a night-shift customer service agent and advancing to a C-level executive, my career has been an exciting journey of strategic moves and meaningful experiences. I've dedicated years to mentoring and guiding individuals in their career pathing and how to combat imposter syndrome. As an executive consultant, I'm passionate about helping you map out a career that aligns with your ambitions and coaching you to negotiate effectively for the roles and pay you aim for. I empower others to advocate for themselves by assisting with exceptional resumes, acing interviews, and facilitating contract discussions. Together, we'll tackle the practical steps to achieve your career aspirations.

Appointed a seat on the board of directors for the pivotal not-for-profit organization, Open Finance Network Canada (“OFNC”). This role offers an opportunity to exercise governance skills and impart functional expertise to a group dedicated to evaluating technology and standards tailored to the Canadian economy and its consumers.OFNC is committed to crafting an open banking framework that encapsulates the interests of all stakeholders across Canada. Its mission encompasses fostering a market that is globally competitive and, paramountly, prioritizing consumer interests at its forefront.

In the dual roles of Chief Operating Officer and Chief Diversity Officer, the responsibilities spanned a wide spectrum while leading teams across Sales Support, Underwriting, Technical Integrations, Customer Service, Organizational Transformation, and Marketing. From an operational perspective, the emphasis was on enhancing business practices with key initiatives including the introduction of self-service knowledge management systems, refining existing processes, and the integration of tools like a CRM, customer ticketing system, the creation of 100s of internal and external FAQs, procedures and policies, and the creation and management of KPIs and SLAs. These adaptations were geared towards supporting the business's growth and ensuring streamlined customer interactions.Another pivotal aspect of the role was the management of significant external relationships. This entailed fostering and overseeing vital banking partnerships to ensure smooth financial operations. In addition, nurturing and maintaining relationships with large clients was paramount to ensure the business consistently met and exceeded client expectations.While there were several operational achievements, there was also a commitment to introducing Diversity, Equity, Inclusion, and Belonging (DEIB) principles into the business. The intent was to lay the groundwork for a future where these values would become integral to the company's ethos.

As Chief Operating Officer, the leadership strategy for Income Access centered on growth and operational optimization. Responsibilities spanned Software Development, QA, Product Management, Integrations, Onboarding, Account Management, Client Services, Marketing, Business Development, Knowledge Management, and Learning and Development.During this tenure, the SAAS company achieved increased revenue, consistently hit business targets, and executed efficient cost management. The strategic oversight of the company's Profit & Loss reflected a commitment to financial discipline and sustainable growth. Leading a full platform re-engineering significantly enhanced the software’s performance and scalability, crucial in reducing client attrition by elevating satisfaction and engagement levels. Spearheading targeted marketing campaigns effectively increased brand awareness and drove significant traffic, bolstering the company's visibility and competitive position in the market.A dedicated effort was made to cultivate a positive company culture, characterized by initiatives that emphasized transparency, recognition, and professional growth. This focus on fostering a supportive and engaging work environment led to a more motivated and engaged workforce, directly contributing to the operational efficiency and overall success of the company. These deliberate actions in nurturing a vibrant company culture were integral to achieving sustainable growth and establishing a strong market leadership.

As VP of Operations for Payment Processing in Canada and the UK, the operational scope included Sales Support, Application Boarding, Merchant API Integrations, Customer Support, Technical Support, Chargeback Management, Quality Assurance, Business Process Improvement, Knowledge Management, and Training.Key responsibilities also encompassed the management of Premier Services for VIP clients. This included portfolio management, contractual reviews, product offering introductions, pricing strategies, and the handling of critical escalations to strengthen merchant relationships.Throughout the tenure, Contact Center KPIs were developed and maintained with regular reporting ensuring adherence to internal and contractual SLAs. Comprehensive staff management responsibilities were handled involving recruitment, performance evaluations, learning and development, the implementation of call scorecards, building of an extensive career-pathing framework, and the promotion of company culture and values.Additionally, this role required representation in product and project initiatives, addressing both Operations and VIP client needs, and collaboration with internal stakeholders for successful implementation. The focus was consistently on process improvements, client satisfaction, and operational efficiency.

Managed a call centre that fielded 20,000 calls every month. In tandem, directed a subject matter expert team addressing over 4,000 escalations monthly. Concurrently supervised a data entry team responsible for the boarding of more than 1,000 accounts monthly, ensuring seamless client onboarding processes.Leadership was provided to the Model Office, a unit dedicated to the testing and evaluation of new products and features. This team also crafted documentation to aid in the successful launch of products, establishing clarity in new initiatives.Collaboration with the Knowledge Management team was instrumental. The focus was pinpointing training needs based on trending issues and quality assessment scores. The goal was consistent service excellence. Overseeing the Workforce Management team was also a priority. This team was central in developing KPIs, analyzing trends, and compiling detailed business performance reports for the Executive team.On the HR front, responsibilities encompassed serving as the primary liaison for both recruitment and workforce management. Beyond operational tasks, there was a dedicated effort in organizing events. These events aimed to enhance employee engagement, stimulate open communication, and support professional development.

Resolved in-bound calls on customer service and technical support inquiries for all Appleproducts (computers, laptops, iPODs, and legacy systems). Achieved excellent quality assurance scores.