Kitchener, Ontario, Canada
Accomplished senior operations leader with a proven track record of achieving results and fostering dedicated teams. Passionate about mentoring and developing others, with a strong commitment to continuous improvement.
Rebuilding the team and stabilizing operations post acquisition. Continuing to champion technology integration and improvements for both Benchmates and our Customers Refining the Customer Support function to make case management improvements and improve cross-functional collaboration with Customer Success and Billing Ops along with front line delivery teams Leading large scale teams with 100 indirect reports across all teams
As Director of Operations, I lead efforts to streamline processes across teams, driving efficiency and cost reductions while maintaining high standards of service delivery. I am responsible for building and refining an in-house tax delivery service, continuously optimizing workflows to improve results and outcomes. I focus on developing emerging leadership talent, fostering a high-performance culture through mentorship and coaching. By collaborating with product teams, I champion the implementation of new technologies and applications to enhance the customer experience and deliver better business outcomes. Additionally, I establish employee feedback programs that promote engagement, a sense of belonging, and individual impact within the team, while setting clear goals and expectations to drive accountability and performance. I leverage data analytics to inform strategic decisions, identify growth opportunities, and guide business direction. Throughout periods of rapid growth and change, I ensure teams remain aligned with performance goals, navigate competing priorities, and stay engaged through uncertainty. With ownership of the tax operations budget, I ensure cost-effective resource management and align spending with broader business objectives. Key Accomplishments •Lead the Tax Compliance, Tax Advisory, Tax Onboarding and Customer Support teams, with 75 internal and 35 outsourced team members • Collaborated with the product teams to design, develop and implement an application from the ground up for both internal teams and customers, decreasing cost to serve in tax by 10% • Negotiated new commercial agreements with Third Party providers to improve tax cost to serve by 5%
By navigating periods of significant change and growth, I introduced measurable KPIs across all tax teams, ensuring alignment with business objectives and tracking progress toward goals. I developed and implemented a daily prioritization matrix for all Tax teams, which led to a significant year-over-year improvement in employee engagement. Additionally, I created and delivered a comprehensive Leadership Training Program, equipping leaders across the company with the skills to drive team performance and development. In Tax Compliance, I improved efficiency by streamlining processes and applying Lean principles, resulting in enhanced productivity. To further improve service quality, I introduced Customer Satisfaction surveys and established team goals to gather valuable feedback, drive accountability, and continuously refine performance. Key Accomplishments •Improved Tax team engagement by 10% through effective coaching, performance management, clear expectations and accountability systems, while developing high-performing leaders • Developed and implemented a new system of tax compliance solutions, enhancing operational service execution and decreasing tax return processing time by 30%. • Built and introduced standard operating procedures, improving tax return quality by 40% which led to improved customer satisfaction results • Optimized data collection processes with innovative techniques, resulting in a 7% reduction in tax return processing time. • Implemented a systematic review of customer experience, which led to a year over year improvement to tax product churn by 15%. • Scaled the Tax Advisory service that improved customer retention by 10% and doubled monthly recurring revenue from tax customers.
As a leader in a high-paced call center environment, I managed a team of approximately 150 indirect reports and 6 direct reports, consistently achieving monthly and quarterly KPIs. I created and scaled the first escalation team, expanding it from 3 to 8 members within a year, which significantly improved handle times and support for front-line staff. I also partnered with others to develop the call center’s inaugural customer satisfaction survey and collaborated on creating reports and metrics to track trends and gather actionable feedback for continuous improvement. With a strong focus on performance coaching and talent development, I excelled at nurturing high-performing teams, helping individuals grow and succeed in their roles. Additionally, I partnered with external consultants to implement process improvements, driving better business outcomes and enhancing operational efficiency across the center. Key Accomplishments •Led a team of 150 indirect and 6 direct reports in a fast-paced contact centre environment • Built and expanded the first escalation team in the contact centre, resulting in improved handle times of 7% • Developed the first Voice of the Customer program by creating a Customer Satisfaction survey (CSAT) and reporting, resulting in improved quality results of 3% YoY and a reduction in escalation volumes by 5 %
As a leader in a fast-paced call center environment, I managed a team of approximately 400 indirect reports and 5 direct reports, consistently driving performance and achieving monthly and quarterly KPIs. I championed the Customer Satisfaction program, leading coaching and training initiatives, while monitoring trends and reporting on results to ensure continuous improvement. With a strong focus on performance coaching, I developed and mentored talent, fostering a culture of high performance. Additionally, I played a key role in establishing the first teams in the Philippines, providing ongoing training and coaching support to ensure their successful development and integration into the larger organization. Key Accomplishments •Led a team of 400 indirect and 5 direct reports in a fast-paced contact centre environment • Established the first front line team overseas, providing ongoing support through training and coaching initiatives to foster their development • Championed the Voice of the Customer program, improving overall contact centre Customer Satisfaction (CSAT) results by 4% Y0Y