Greater Toronto Area, Canada
Operations leader with over 25 years of experience in the BPO, collections, and customer experience industry, leading large-scale operations and building high-performing teams that consistently deliver exceptional client results. As Director of Operations at Gatestone, I oversee approximately 250 (FTEs) across multiple client portfolios, with accountability for operational performance, financial results, workforce strategy, quality, compliance, and client relationship management. Throughout my career, I have been recognized for transforming operations through strategic leadership, data-driven decision-making, and a relentless focus on continuous improvement. I partner closely with clients and executive leadership to improve performance, increase profitability, strengthen customer experience, and deliver measurable business outcomes. My areas of expertise include: Leading and developing high-performing teams through coaching, accountability, and succession planning. Driving operational excellence by improving KPIs, productivity, quality, and financial performance. Building trusted client partnerships through transparency, collaboration, and consistent execution. Leading workforce planning, recruitment, process improvement, and change management initiatives. Delivering scalable operational strategies that balance client expectations, employee engagement, and business growth. I believe great operations are built on strong leadership, empowered teams, and a culture of accountability. My focus is on creating environments where people perform at their best, clients see measurable value, and organizations achieve sustainable growth.