Requests
0
Keep in touch with meI'm using Intch to connect with new people. Use this link to open chat with me via Intch app
Work Background
Consultant Operational Efficiency and Improvement Specialist
Mar. 2024Canada, TorontoExecutive Operational Consultant, specializing in: - Operational Process Reviews - Merger & Acquisition Integration - Business Analysis and Efficiency Improvement - Remote/Hybrid Process Transition - KPI Review & Development - BI Analysis and Dashboarding - Process Training
PACE TechnicalChief Operating Officer
Oct. 2022 - Jan. 2024Markham, Ontario, CanadaDevise strategic business plans on a quarterly basis, focusing on fiscal forecasting and budget optimization. Analysis of product performance and customer feedback, resulting in data-driven customer-centric enhancements to service offerings. Collaborated with department heads to implement profitability strategies, driving revenue growth. Modernized organizational processes and systems, aligning them with contemporary industry standards. Led talent acquisition and partnership development, optimizing company resource utilization and capabilities. Operations and Leadership Highlights ● Increased quarterly profits by 15%-20% year over year through strategic operational overhauls and effective leadership. ● Restructured company’s hierarchy to enhance operational efficiency and clarify functional responsibilities, resulting in 15% expense reduction. ● Spearheaded service quality initiatives, leading to consistent improvements in customer satisfaction metrics. ● Orchestrated a significant merger between two MSPs, expanding the company's operational scope and market influence, introducing new verticals and product offerings, and doubling annual top line revenue from $10M to $20M.
PACE TechnicalVice President Operations
Oct. 2020 - Oct. 2022Markham, Ontario, CanadaIdentified operational inefficiencies to implement targeted solutions and business process reforms to optimize workflow efficiency, production, and sourcing. Orchestrated cross-departmental initiatives to align with organizational goals and enhance profitability. Evaluated production and compliance data to inform actionable strategies. Managed talent acquisition, enriching management team with skilled professionals. Fostered high-performance culture by cultivating employee motivation and competency. Monitored evolving industry trends to maintain a competitive edge. Defined and scheduled roles and responsibilities for team, while developing and communicating KPI’s, aligning departmental objectives with company goals. Engaged in industry events and client interactions, bolstering brand presence and network expansion. Collaborated in strategy formulation of long-term company initiatives with senior management. Focused on enhancing operational agility, client experience, and satisfaction levels. Operations and Leadership Highlights ● Improved annual revenue from $1.5M to over $10M by transforming operational processes, finding and improving inefficiencies, and overhauling billing and product offerings. ● Established, hired and trained an in-house HR department, optimizing personnel management and internal operational efficiency, and reducing operational expenses by eliminating outsourced HR. ● Hired, trained and managed an offshore team of 6 dedicated employees in the Philippines, leading to improved customer satisfaction by increasing non-emergency support availability from 10/5 to 24/5. ● Prepared and led webinars and in person presentations to clients, peers, and prospects on topics including operational efficiency, team building, developing KPIs and service metrics, increasing client satisfaction, creating an employee centric workplace, improving company culture and effectively managing remote teams.
PACE TechnicalDirector, Service Delivery
Apr. 2017 - Oct. 2020Markham, Ontario, CanadaDrove client communications, ensuring seamless data exchange and technology integration. Collaborated with executive leadership to devise and implement client-focused technical strategies. Managed enhancement of support and network operations by introducing innovative solutions. Directed recruitment, training, and performance assessment, building a skilled and efficient team. Utilized data analytics for project leadership, identifying key areas for process improvement. Drafted technical and strategic documents, contributing to transparent and effective communication. Cultivated talent and operational excellence within team. Applied problem-solving strategies to optimize decision-making and operational processes. Operations and Leadership Highlights ● Led a significant service desk restructure, enhancing operational bandwidth and employee development by moving from a tiered system to cross functional pods, and directly allowing for additional client support using only existing resources. ● Streamlined support and network infrastructure, setting a higher standard for service delivery and quality, and improving average client retention by ~2 years. ● Established, hired and trained a Client Success department, achieving a substantial rise in client satisfaction scores to over 98%.
PACE TechnicalProject Control Officer
Oct. 2015 - Apr. 2017Markham, Ontario, CanadaSpearheaded daily operational management of projects, ensuring adherence to scope and timely progression of construction milestones. Enforced robust quality control measures to maintain project standards. Validated and rectified financial and personnel data, ensuring accuracy in reporting. Collaborated with clients to devise project objectives and define project scope. Compiled progress and financial reports for executive leadership, enabling transparent project tracking. Operations and Leadership Highlights ● Achieved stringent adherence to project timelines, quality expectations, and budgetary limits, enhancing project delivery standards. ● Optimized project processes, leading to marked improvements in project profitability and efficiency, and allowing completion of more projects with existing resources.
Durham CollegeProfessor, Business Analysis
Sep. 2012 - Aug. 2013
Schulich School of Business - York UniversityProfessor, Project Management
Sep. 2011 - Aug. 2012
Brock DigitalFounder / President
Apr. 2009 - Apr. 2017Sunderland, ONSteered daily operational activities, ensuring smooth business functioning. Developed annual budgets, applying stringent controls to mitigate financial overruns. Built a robust professional network, leveraging partnerships for quality lead generation. Analysed financial reports systematically to refine processes for profitability. Conducted targeted market analysis to develop optimal pricing strategies and identify customer needs, capitalizing on market opportunities and competitor trends. Executed decision-making for effective issue resolution. Engaged directly with customers, evaluating requirements to recommend tailored solutions.
Intch is a Professional Networking App for the Future of WorkSee more people like Jay on Intch
300k+ people
130+ countries
AI matching
Get Intch if you'd like to
1009113 people
16
Managing Partner @ Havas Media Group
19
Administrative Assistant/Data Entry
15
House cleaning @ BLANK
116666 people
15
English Teacher
16
Entrepreneur
19
Unemployed