About

He is responsible for driving CDWT's Customer Experience practice's continual design and growth. Our team combines Voice of the Customer programs with Business Transformation Skills (Six Sigma, Lean, DFSS, and Design Thinking) and Change Management discipline to enhance the customer experience.

Experience

SVP, Digital Transformation and Global Customer Success
CDWT – Permanent Full-time
Apr 2021 – Present · 1 yr 7 mos
Toronto, Ontario, Canada

Vice President of Customer Experience
CDWT – Permanent Full-time
Sep 2018 – Apr 2021 · 2 yrs 8 mos
Toronto, Ontario, Canada

Director of Customer Experience
CDWT
Sep 2017 – Sep 2018 · 1 yr 1 mo
Toronto, Canada Area

Responsible for overseeing the continuing design and development of the Customer Experience practise at Softchoice. My team and
I combine our Voice of Customer programmes with Business Transformation Skills (Lean, DFSS, and Design Thinking)
and Change Management discipline to enhance our customers’ experiences and guarantee that they realize the full value of our
goods, services, and people.

Director, Business Transformation Group
InstaClick Inc.
Oct 2011 – Sep 2017 · 6 yrs
Toronto, Canada Area

Responsible for the conception, development, and execution of the organization’s most important strategic initiatives. Using a
combination of DMAIC, DFSS, Lean, and Design Thinking to enhance key business indicators and provide great customer results.
Increased Customer Experience and Satisfaction leads to concrete improvements in Customer Service, Cost Reduction, and
Revenue Growth.

Sr. Manager, Fulfillment + Technology Deployment Services
InstaClick Inc.
Feb 2011 – Oct 2011 · 9 mos
Toronto

Responsibility for Deployment Services has been added to Fulfillment. Led an extra team of ten project coordinators with a focus on
the installation and deployment of client technologies. Solutions included imaging and configuration of systems, recycling of eco-
friendly technology, rollouts and deployments, asset management/tagging, and forecasting.

Board of Directors
InstaClick Inc.
Sep 2009 – Apr 2011 · 1 yr 8 mos
Toronto, Canada Area

InstaClick Cares is an employee-driven programme that aims to give access and education to technology to people in need, as well
as the opportunity for workers and their extended networks to volunteer for local charity organizations. In addition to helping
individuals in need, the job provides opportunity for staff to enhance their leadership skills.

Purchasing Manager
InstaClick Inc.
Aug 2008 – Feb 2011 · 2 yrs 7 mos
Toronto, Canada Area

Led a team of twenty buyers responsible for acquiring and fulfilling all physical and non-physical technological items on behalf of our
clients. Concentrate on delivering items quickly and precisely while engaging with partners to reduce Supply Chain expenses.

Purchasing Supervisor
PointClickCare
Jul 2006 – Aug 2008 · 1 yr
Toronto, Canada Area

PM and Business Systems Analyst
PointClickCare
Jan 2005 – Jun 2006 · 1 yr 6 mos
Toronto, Canada Area

In charge of soliciting and documenting Business, User, and Reporting Requirements. Obtain buy-in from all relevant parties. Conduct
UX design and prototype sessions that are iterative. The development of wireframes, use cases, content mapping, and report
definition artefacts. Managed the modification process, which included the addition of a governance layer and the training of users on
the new capability.

e-Commerce Supervisor B2Be
Camilion Solutions
Jan 2003 – Jan 2005 · 2 yrs 1 mo
Toronto, Canada Area

Responsible for creating and developing our partner’s XML/EDI strategy. The first value-added reseller in Canada to deploy XML with
our main business partners. Real-time access to pricing and inventory levels, as well as order formation and transmission, were the
outcomes. Beyond the time of deployment, continued to cooperate with partners on incremental enhancements to functionality and
performance.

Education

University of New Brunswick
Civil Engineering
1993 – 1997

Activities and societies: CES – Civil Engineering Society

Skills

• E-commerce
• Business Process Mapping
• Training
• Business Analysis
• Business Process Re-engineering
• Vendor Management
• Process Improvement
• Management
• Change Management
• Strategy
• Leadership
• Team Leadership
• Project Management
• Business Development
• Integration