Executive Leader | Contact Centre Transformation | Customer Experience Strategy
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Strategic and results-driven executive leader with over 15 years of experience transforming contact centre operations within the financial services industry. Known for delivering innovation and operational excellence through AI integration, omni-channel service strategies, and human-centered design. Adept at leading large-scale transformation initiatives that enhance customer and advisor experiences, drive performance, and deliver measurable business impact.
Passionate about building high-performing teams and cultivating a culture of coaching, accountability, and fun—consistently exceeding client expectations and setting new standards for service excellence.
Vice President, Contact Centre - Canada Life - London, Ontario, Canada
(2024-06)
As Vice President of Contact Centre Transformation at Canada Life, I lead a national team of over 1,500 employees across Insurance, Wealth, Group Retirement Services (GRS), and Group Benefits. I am responsible for driving large-scale transformation initiatives that enhance customer experience and operational efficiency through AI and omni-channel technologies. I successfully re-platformed 25 business units to support modern capabilities, including AI Assist, voice-to-text transcription, click-to-call functionality, and performance-based routing.
These efforts resulted in over $8 million in productivity savings within the first year. I foster a culture of coaching, accountability, and engagement, aligning technology with human-centered design to empower teams and deliver best-in-class service across multiple lines of business.
Associate Vice President, Client Service Centre - Canada Life - London, Ontario, Canada
(2023-05 - 2024-06)
Led Insurance and Wealth Contact Centres focused on delivering personalized, meaningful service experiences. Built trust and long-term relationships through empathetic and expert interactions. Fostered a culture of growth and empowerment with strong emphasis on coaching, continuous learning, and accountability. Transformed contact centre experience using technology, data, and human insight.
Contact Center Manager / Senior Manager, Professional Lending and Advice - TD
(2015-11 - 2023-05)
Directed a high-performing team of over 400 frontline and 30 support staff across three sites.
Lending (RESL), Personal Lending, and Credit Card applications.
Journey team and RESL Loyalty team to drive mortgage growth and retention.
Lending and Advice into the sales engine of Canadian Banking Contact Centre through strategic coaching, policy expansion, and seamless customer experiences. Delivered legendary customer service and elevated operational effectiveness.
Bachelor of Social Science - Sociology - Western University (2001 - 2005)
