2016 Speakers

Anne Day
Founder, Company of Women

​Anne Day is the Founder of the award-winning Company of Women, an organization that supports women in business, especially women entrepreneurs. She's had an eclectic career from leading non-profit organizations, working for government on women's issues, as well as being the editor of a parenting magazine.
 
She is the author of three books on women and entrepreneurship, as well as the editor for One Red Lipstick and is a regular columnist with Huffington Post.  She has received numerous awards for her work -  Entrepreneur of the Year, TIAW World of Difference award and most recently one of the top ten influential women in diversity by Diversity Canada.    She is married and has two daughters.

Anne Yurkiv
Director of Supporter Care, World Vision Canada

Anne joined World Vision as Director of Supporter Care in Oct 2013. Anne had no prior experience leading Customer Service teams so has been leveraging her years of Partnership and Business Development work in other organizations to focus her team on becoming very customer centric. Her passions lie in developing each person to see their full potential, assisting them to build career paths within the organization. As a result the team is bridging the communications between donors passions and the amazing work of World Vision in new ways. 

Annmarie Greer
Director Customer Care Centre, The Shopping Channel

Annmarie Greer is Director of the Customer Contact Centre for TSC a division of Rogers Media. Annmarie is responsible for Call Centre support – Inbound  Sales, Customer Service and Social Media for both in-house and outsourcing partner.  Annmarie is a results oriented Call Centre Professional , focused on transforming organizations through improving customer experience, employee engagement and meeting bottom line results. Annmarie has extensive experience in both the outsourced and internal customer service sectors; domestically and abroad.  A proven ability to forge exceptional vendor relationships that drive change and performance.  She has worked within diverse industries and various capacities within the call center - cross section of operational roles, process development and implementation,  process /performance auditor as well human resources.  Annmarie is known for her passionate belief that customer satisfaction is achieved through high employee engagement at all levels of the organization. She is deeply committed to helping front line teams bring brand to life and sees coaching as the best way to enable a culture of ownership, accountability and empowerment. Annmarie holds a BA – Hons. Psych, she is a CHRP, has Adult Learning & Education Diploma and is a certified Life Skills Coach.

Carmen Hogan
Vice President, Sales & Service, Green Shield Canada

Carmen Hogan is the Vice President, Sales & Service of Green Shield Canada. In this role she leads a large group of professionals across Canada. This group is made up of Sales, Customer Service, and Implementation. 
 
Her unique approach to sales strategy delivers innovation with cost efficiency and is backed by a foundation of superior customer service. With her extensive industry background, she brings invaluable experience to any situation.

Carol Sachowski
Owner, storycoaching inc.

​Carol Sachowski, CHRL CEC is a seasoned multi-faceted executive coach, HR mentor, consultant and facilitator.  As owner of storycoaching inc., she works closely with senior leaders, managers and their teams in mid to large sized public and private sector firms with provincial/national presence; mid level SME business owners/managers without a strong HR professional and/or strategy to support them as they evolve; and everyday seasoned professionals in transition seeking a heightened sense of purpose in their lives.  With 25+ years' experience, Carol's clients have benefited from her ability to help them develop and deliver values-based solutions.

Charlene Greig
National Director Microsoft Dynamics

Charlene Greig is the National Director for Microsoft Dynamics Customer Engagement Solutions Portfolio in Canada. She leads a team of Solution Professionals who empower clients to drive greater customer satisfaction and engagement. Charlene has a unique passion for enabling customer service excellence and throughout the past 16 years has helped clients enhance their relationships to help drive competitive advantage. Clients benefit from her experience working with global customers to leverage the power of the cloud to achieve deeper customer insights and intimacy at unprecedented scale. 

Christine Boyle
Senior Facilitator, CSPN

A senior facilitator with CSPN she is an innovative leader with 20+ years corporate business experience as a leading producer and manager.
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Two of Christine's fortés – sales training and communication – have made remarkable differences for some of her Fortune 500 clients. She powerfully motivates, trains and coaches managers, sales and service teams to help build the bottom line. Clients benefit from her exceptional skills in leadership, business planning and time management. As a professionally trained coach, Christine leverages proven strategies that are based on years of research and practice, accelerating client’s results with less stress and in less time. She has a passion to travel, sailing the Nile and while in Peru visited the Andes and Amazon. Having a penchant for shoes that sizzle, be sure to have a peek when you meet her!

Christopher Watchorn
Director of Customer Service Network Effectiveness

​Christopher Watchorn joined Canada Post in 2011 as Director, Customer Service Network Effectiveness with overall responsibility for internal and outsourced contact centre operations, as well as overseeing all aspects of consumer and business service including workforce planning, customer satisfaction, quality assurance, and reporting. Prior to joining Canada Post, he spent fifteen years with varied industries including telecommunications, financial services, and outsourcing in customer service positions of increasing responsibility. Christopher has championed and overseen the transformation of customer service at Canada Post resulting in significant improvements to customer experience. In his spare time, Christopher cherishes his time in Ottawa with his wife and their three young children.

Corey Atkinson
Senior Facilitator

Corey Atkinson is a sharp and seasoned training specialist who exemplifies leadership in all walks of life.  As a senior consultant and facilitator with Cutting Edjj Consulting, Corey works with clients to improve their leadership skills, to enhance their clients’ customer experience and strengthen their service skills. With extensive experience in leadership, customer service and business development, he focuses on supporting others to become great at what they do bringing the business of life to the business of work.

Daniel Resnick
Director, Customer Strategy, KPMG

Dan Resnick is a Director in the Toronto office of KPMG Advisory, where he is part of the leadership team for KPMG’s Canadian Customer Experience Strategy team. Through his work in strategy development, innovation, primary research, and financial modelling, he has developed an understanding of the unique challenges facing industries – such as power & utilities, financial services healthcare, transportation, public services, and non-profit – which have not always been historically focused on building traditional customer relationships.
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Dan is focused on helping clients understand the trends which are forcing them to adapt their business models. He leverages cross-industry experiences to help develop a common understanding of who their customers are, what type of experience they’re looking for, and how to build a growth strategy and operating model that efficiently delivers that experience in a way that supports the organization’s overall strategic objectives. 

David Pitsch
Director, Guest Education Centre, lululemon athletica

​Dave is the Director of the Guest Education Centre at lululemon athletica and has been part of lululemon since 2011 leading a range of omnichannel and global expansion initiatives. In his time at the GEC, he has helped the team simultaneous achieve best-in-class guest experience scores, measure and improve employee engagement, and become a talent pipeline for the rest of the company.
 
Prior to joining lululemon, Dave worked in management consulting as part of Bain and Company helping clients in the retail, insurance, and airline industries.  Dave has an MBA from the University of Michigan and a bachelor's degree from DePaul University.  In his personal time, Dave loves crossfit, mentoring early career professionals, and Michigan football. 

Dina Sergi
Manager, Human Resources, The Shopping Channel

Dina Sergi, MBA, CHRL, is the Human Resources Manager of The Shopping Channel, a division of Rogers Media. Prior to entering the telecommunications field, Dina worked in healthcare for nine years building the HR department in both Canada & various States in the USA for a privately owned diagnostic company in North America.
 
Dina has experience in a broad range of HR responsibilities, including recruitment, talent, payroll, benefits, health & safety, performance management, and more. Believing that HR should be highly connected to and invested in the business, Dina pursued her Masters of Business Administration from Rotman, U of T in 2012.

Jane Torrance
Director, Contact Center - US East,
​Just Energy

​Jane Torrance is an innovative, results-focused Customer Service Professional with over 20 years’ experience in both in-house and outsourced customer service environments.  During her career she has worked with the premier organizations in the industries she has represented, which include consumer packaged goods, automotive, security, and energy.  She has done virtually every call center role from CSR, to QA Manager, and developed strategy for everything from workforce planning to customer service policy.  A rabid Habs fan, Jane lives in Whitby with her husband, two children and three cats, and can usually be found travelling the 407 on her way to Just Energy, where she is Director of the Contact Center for their US East region.

John Kariotis
Partner, Amberleaf Partners Inc.

As partner of AmberLeaf Partners, Inc., John has the responsibilities of managing growth, operations and financial health of our CX, BI and Data Governance practices.  John’s responsibilities include developing and executing the strategic vision, managing the partnership operations, developing solution offerings, managing the sales force, facilitating employee growth, recruiting and delivering client projects.

Judy Croon
Comedian / Motivational Speaker

Judy is a comedian, motivational speaker, radio host, Second City stand up coach and author.
She has worked with many celebrities including; Jon Stewart, Lewis Black, Robert Klein and Joan Rivers.
Her specials have appeared on NBC, CBS, CTV and The Comedy Network.
She is a co-author of ‘From the Stage to the Page: Life Lessons from Four Funny Ladies!” 
Judy draws from her standup performance experience to entertain, inform and inspire in her dynamic keynotes. Judy is the creator and host of 'Stand Up For The Girls' and 'Laughlines' which have helped raise over $650,000 for breast cancer research.

Kim B. Overbye
President/CEO, Ontario Property Management Group Inc.

Prior to entering the property management filed, Kim worked in various management and customer service roles in the Hotel Industry, from Rooms Division Manager at Days Inn to Director of Hotel Services at Sheraton International.
 
Kim has been active in Property Management since leaving the hospitality industry in early 1994. Prior to establishing OPMG, Kim was Vice-President of a mid-sized property management firm that specialized in the Social Housing and Condominium markets.
 
Kim has owned and operated OPMG since 2003. An award-winning firm that manages 43 clients comprising of over 5000 units primarily in the Greater Toronto Area. OPMG prides itself on offering community-focused services based on integrity, experience and professionalism.

Louis Li
Customer Contact Centre Manager, Personal Banking, BMO

Louis is a Customer Contact Centre Manager, Personal Banking, with BMO Bank of Montreal.  He has begun his journey with BMO since 2007, started as a Customer Service Associate.  In the past 8 years, Louis has experienced in number of roles within the corporation, including Customer Service Supervisor, team leads, Assistant Manager and Customer Contact Center Manager, Cards.  As part of the Bank with a  mission of “to be the Bank that defines Great Customer Experience”, Louis has won many awards within his bank due to his and his team’s success. 

Being someone who is customer service centric, along with strategic thinking, years of experience in customer service industry allowed Louis to understand the phycology of his customer and the science behind Great Customer Experience.  Along with his effective leadership style, Louis was able to build and lead numbers of leading teams within the contact centre that drives for customer service excellence and building customer loyalty.
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Louis is currently working on building a simple, structural customer conversation model to further enhance the experience of his customers, increase revenue generation in an effective manner.  

Lyell Farquharson
Vice President, Sales WestJet Airlines

​Lyell joined WestJet in August of 2012 as Vice President of Sales based in Toronto.
Lyell’s responsibilities include Sales for WestJet, WestJet Encore, & WestJet Vacations.
Lyell joined WestJet from American Express where he was VP & GM American Express Canada Inc. As Board member of American Express Canada Inc. he was responsible for the Strategic alignment of Travel with the other American Express businesses and day to day responsibility for the Travel business in Canada.
 
Prior to that he was President of Navigant Canada Inc. a Subsidiary of Navigant one of the largest Travel Management Companies in North America and prior was Chief Operating Officer of Minacs Inc. a major player in the customer care business in North America and Europe.
 
Lyell’s first experience with Travel was with Rider Travel now HRG, where he was CFO, EVP Operations then President. Lyell left Public Accounting in 1990 to join a Private Investment Company based in Toronto that had investments in several Industries including Manufacturing, Cosmetics & Real Estate.
 
Lyell is Chartered Account and has a Bachelor of Business Management for Ryerson University. Originally from Ottawa Lyell enjoys playing squash, golf and cycling. Lyell has two daughters and enjoys vacationing with his family in Mexico.      

Margaret Casar
Quality Assurance Coordinator, World Vision Canada

Margaret began working for WVC in 2000 as a customer service representative. Since then, she has been in a number of roles including Team Leader, Call Monitor and the Voice of the Customer Coordinator in Supporter Care. This past year, she has assumed an additional role as the Quality Assurance and Voice of the Customer Coordinator. Margaret's vast experience in customer service has given her a strong understanding of our supporters' high expectations as it relates to service excellence. In her position as QA Coordinator, she oversees all aspects of quality assurance and our soft skills training program for World Vision Contact Center staff members. She is a champion of relational customer service and has a passion to see others grow in their dedication and ability to provide outstanding care to our amazing supporters.

Marilyn Saulnier
Director, Global Contact Center Consulting​
Interactive Intelligence Inc.

Marilyn Saulnier is the Director of Global Contact Center Consulting at Interactive Intelligence managing a team of highly experience industry consultants. Marilyn has 30 years of industry experience including managing large and small contact centers and consulting with organizations on all facets of effective contact center management. She has worked with companies on recognizing the contact center’s value to the overall mission and designing strategies, implementing proven methodologies and best practices to maximize the center’s contribution across the enterprise. Marilyn has experience across a broad range of industries including financial services, insurance and retail.

Michael Decaire
Founder and Clinical Director of FLEX Psychology

Michael Decaire is a member of the Ontario College's of Psychologists and Psychotherapists. He is a clinician, educator, consultant, and practice leader who specializes in bridging neuroscience and clinical work in order to assist his clients to live a more fullfilling, flexible, and successful lives. A strong proponent of practising what you preach, Michael incorporates the strategies and lifestyles that his clinic promotes into all aspects of his life. As a leader, this has led to zero staff turnover in his clinic and strong client satisfaction. As an individual, it has allowed for a work life balance with decreased stress, but increased productivity and success. He has a keen interest in technology and how to balance these resources in his and his clients lives so that they better support your life and do not take away from your ability to experience all the good moments life offers you.

Michelle Musgrave
Director of Housing Operations,
​Regional Municipality of York

Michelle is the Director of Housing Operations with the Regional Municipality of York, overseeing the management of 37 affordable housing communities that are home to more than 4,000 individuals and families. Michelle also held the position of Director of Customers and Communities for Midland Heart, a social housing company in England with 32,000 properties. Before moving to England, she was the General Manager of Durham Region Non-Profit Housing and a board member of the Ontario Non-Profit Housing Association. Customer involvement and creating opportunities for individuals who want to be engaged in their communities are always at the top of Michelle's priority list. 

Mike Cooling
Director of Customer Care
Purolator Inc.

As Director of Customer Care, Mike is responsible for Purolator’s two Customer Care Centres that are located in Montreal, Que. and Moncton, N.B. These responsibilities include customer support of all inbound calls, Live Chat, social media and other support functions.

Mike began his career at Purolator in 1992 as a frontline customer service professional and, since then, has held various positions of increasing responsibility. He has served in his current role for the past five years.

​Mike holds a Bachelor of Commerce degree from Mount Allison University in New Brunswick.
Passionate about employee engagement, Mike ensures his employees are recognized for their dedication, commitment and hard work in providing customer service excellence.  

Peter Goth
National Services Solution Lead,
​Microsoft Canada

Peter Goth is passionate about working with customers to solve complex business problems using transformational solutions. With a diverse background of business, technology, education and public service, he brings a unique perspective to the table. He has over 15 years of experience working with Dynamics CRM in Financial Services, Transportation, Public Sector, Telecommunications, Manufacturing and Education and is uniquely positioned to advise customers how to achieve their desired business impact through technology. Peter specializes in helping customers understand the impact that digital transformation will have on their organization. He is currently the National Services Solution Lead for Microsoft Canada’s Enterprise Services. Previously he was the Chief Architect at Infusion and spent time as a Senior Account Manager and Practice Manager. He was also the CEO of CoEnterprise, LLC.

Rabih Safadi
Director, Clinic Support & Client Service,
​Canada Hearing Centre Ltd.

Rabih Safadi is a Client Service and Operations expert with comprehensive experience building and leading teams of people, managing contact centres, optimizing operational efficiency by leveraging both technology and cross-departmental synergies, and developing holistic business strategies that drive financial results while being conscientious of the impact on internal staff and the customer experience.
 
Launching his career first in the automotive industry where he managed medium size Contact Centre that served dealerships and OEMs across North America, Rabih stumbled upon the hearing healthcare industry in 2008 after being contracted to build ListenUP! Canada's contact centre.  In a span of 7 years, his role has expanded from contact centre management to include oversight of client services, clinic support operations, business intelligence, and facilitator of change.

Raphael Ly
Director, Digital Services, KPMG

Raphael Ly is a Director in the Toronto office and is responsible for leading the KPMG Digital Services team by crafting strategies, and modern solutions that re-define the customer experience, drives revenue, and operational efficiencies.  His background includes the development of mobile, social, cloud and commerce solutions for Sony, Motorola, Toshiba and Nissan to name a few.  He has served many industries, such as high-tech, retail, industrial, power & utilities, healthcare, public services, and non-profit.  Raphael is sought for his ability to transform organizations into digital businesses, re-imagine experiences using technology, and bridging the strategic and operational gaps required to build leading class digital solutions.  

Rich Batchelor
President, Capillary Consulting Inc.

​Richard has been delivering successful change for over 20 years. A founding member of the Association of Change Management Professionals, current President of the Toronto Chapter. Richard has spoken at all their global conferences and many other events across Europe, Asia and North America. He runs his own international consulting business based out of Toronto which provides a range of advisory, learning and consulting services.

Richard Antosik
Director, Customer Experience, Contact Centres
Moneris Solutions

Richard Antosik is the Director, Customer Experience, National Contact Centres with Moneris.
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Richard has spent the past eighteen years building best in class sales and leadership teams working with Fortune 500 companies. He has worked with both public and private clients in the payments, telecommunications, consumer lending, personal finance and global business travel fields. 

His portfolios have ranged in size from as few as 10, to as many as 400 employees. These teams are often located in geographically diverse servicing locations in both domestic and International markets. As part of his current mandate, Richard oversees the creation of business strategies supporting merchant growth, quality assurance, workforce management and customer retention.

Tristan Lockie
Vice President & General Manager 
MeritBiz

Tristan Lockie is Vice President & General Manager of MeritBiz, the corporate travel and event management arm of Canada’s Merit Travel Group. Building on over a decade of experience in the European corporate travel space, Tristan moved to Toronto in 2009 to lead the transformation and business strategy of MeritBiz. Today MeritBiz sits as a fully Canadian owned 24 hour operation serving a number of industry verticals across North America in both English and French. MeritBiz is seen by clients and business partners as having a “client-first” attitude with a strong emphasis on continuous improvement. In addition, Tristan is Chairman of the Advisory Board to the School of Hospitality & Tourism at Seneca College and was the 2011 Canadian finalist in ACTE’s 3 under 33 initiative. 
Interested in speaking at our 2017 Customer Service Conference?
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