Customer Service Management
Resume:
Edward J. Gill, M.Eng.,P.Eng.
Brampton, ON, L6V 4J9
Email: ******@******.***
September 19, 2013
Dear Madam/Sir,
Thank you for taking the time to read my cover letter and the attached
r sum for the aforementioned position.
I am a results oriented individual who has achieved considerable success in
every position that I have held over a 24-year professional career in
provincial and municipal governments and the private sector. This includes
19 years in leadership and executive positions managing multi-disciplinary
teams involving policy development, program delivery and field operations.
I am an effective team builder adept at building consensus. My leadership
style is grounded in personal integrity, openness, collaboration,
dedication to exceptional customer service and a team approach.
Municipal Experience: In my current role, as the Town of Orangeville's
Managing Director, Operations and Transportation, Public Works, I work
closely with Council to maintain and construct municipal infrastructure.
My responsibilities include engineering, maintenance, rehabilitation and
construction of: roads; roadsides; bridges; sidewalks and trail ways;
water mains; sanitary and storm sewers; and other municipal infrastructure.
I am also responsible for traffic control; traffic signals; street lights;
winter control operations; fleet; urban forestry; municipal transit and
infrastructure support to the parks and recreation department. I am also
in charge of the technical services with respect to the Orangeville
Railway, capital infrastructure planning and construction. I develop and
manage the capital and operating budget.
Provincial Experience: I have also led large organizations in the
provincial government. I was the Director of Ontario's Safe Drinking Water
Branch for the Ministry of the Environment. During this time I was able to
build the organization from the ground up into a high performing and
committed organization comprised of 180 staff in 21 offices across Ontario.
Previously, I was the Director of Ontario's Drive Clean, Regional Director
of Operations, Assistant Director of the Inspections, Investigations and
Enforcement Secretariat (a Cabinet Office project), District Manager and
Chief of Approvals and Planning. A majority my leadership experience has
been in Operations, including direct and indirect delivery of services
Policy and Program Development: I have led the development of complex
policy and program development initiatives through the political
approval process (Minister's Office, Cabinet Office and Municipal
Council). I was able to develop a positive rapport with politicians
while exhibiting strong political acuity and a thorough understanding of
the political climate and needs.
Service Delivery: I have led teams responsible for direct and indirect
service delivery to the public. In my current position with the Town
and as Director of Ontario's Drive Clean I led direct service delivery
to the public. I have experience in fee for service programs. I have a
strong client service orientation with an emphasis on visible leadership
in building a continuous improvement and quality service culture.
Capital and Operating Budgets: I have developed and managed large
capital and operating budgets and contracts. As the Director of
Ontario's Drive Clean Program (a signature public-private partnership),
I managed an operational budget of $25 million, revenues in the order of
$20 million and total private sector contracts valued at over $100
million. I implemented principles of modern controllership, value for
money audits and annual work plans to improve service levels. In my
current role, I work closely with Council and the Treasurer to manage
the capital and operating budget.
Relationship Management: In every leadership position I have built
strategic relationships with internal and external stakeholders while
understanding the needs of others and fine tuning proposals and ideas to
satisfy competing interests through a consultative and iterative
process. In fact, I place special emphasis on developing and nurturing
positive business relationships. I have proven experience in developing
highly successful strategic relationships with all three levels of
government, agencies and non-governmental organizations, including the
industrial and commercial sector organizations.
I also have considerable technical experience in public works, municipal
infrastructure maintenance and renewal, water, wastewater, transportation,
inspections and enforcement and transit.
I am a licensed Professional Engineer with a Bachelor of Science
(Engineering) Honours and a Master of Engineering degrees. While with
the Ontario government, I attended the prestigious Queens University
Public Sector Executive Leadership Program where I was named the
valedictorian by my peers.
My career is reflective of a keen interest in taking on new challenges,
learning quickly and providing measurable contributions to achieve
organizational goals.
I know I will be able to inspire staff and create a strong commitment to
organizational goals by setting a good example and modeling the desired
behavior.
I look forward to an opportunity to discuss my interest and qualifications
for this position.
Yours truly,
Original Signed By
Edward J. Gill, M.Eng., P.Eng.
Edward J. Gill, M.Eng., P.Eng.
120 Valonia Drive
Brampton, Ontario, L6V 4J9 E-mail: ******@******.*** (905)
450-3851
Profile
I am a results oriented individual with over 24 years of diverse experience
and a proven track record in the provincial and municipal governments and
the private sector. This includes almost 19 years in leadership and
executive positions.
I obtained "Exceeded Expectations" rating for executive potential by the
Public Service Commission of Canada and attended the prestigious Queen's
University Public Sector Executive Leadership Program.
As a senior executive, a proven track record exists in leading multi-
disciplinary teams, professionals and field operations staff often
involving complex programs and strategic initiatives with a high political,
public and media profile.
In many leadership roles, superiors and peers have often viewed me as an
out-of-the-box creative thinker and innovator who combines strategic and
partnership based approaches to move the organization from vision/strategy
through policy and program development to implementation and service
delivery.
I have a strong client service orientation with an emphasis on visible
leadership in building a continuous improvement and quality service
culture.
I have a successful track record in developing strategic relationships with
elected officials, community groups, non-government organizations, business
and industry associations, and unions. I have proven experience in inter-
governmental affairs having built successful relationships with federal,
provincial and municipal officials.
I have well recognized skills in the areas of: project management, issues
management, strategic communications, negotiations and field operations.
Key Strengths
Competencies Technical Skills
Strategic Leadership Public Works
Analytical Thinking Operations & Transportation
Relationship Management Water/Wastewater
Issues Management Infrastructure Management
Policy/Program Development Environmental Management
Customer Service Orientation Inspections & Enforcement
Political Acuity Capital and Operating Budgets
Employment History and Selected Business Achievements
MANAGING DIRECTOR 2006-Present
Operations & Transportation - Public Works, Town of
Orangeville
Providing leadership and overall direction to the operations and
transportation department.
Responsibilities include: engineering design, construction, maintenance and
renewal of municipal infrastructure.
I am responsible for: roads; roadsides; bridges; water mains; drainage;
sanitary and storm sewers; sidewalks and trail ways; traffic control; traffic
signals; street lights; winter control operations; fleet; urban forestry;
municipal transit and public works field operations.
I am responsible for direct service delivery of public works functions,
including management of municipal infrastructure.
Responsible for Public Transit and technical services related to the
Orangeville Railway, including review of development proposals.
Review and approval of Council reports; tenders/RFPs and contract management.
Through personal initiative developed a successful partnership and secured
capital funding for a GO Transit (a provincial agency) Bus Terminal in the
Town.
Led the development of a multi-year road and sidewalk infrastructure
strategic plan.
Developed and monitored the capital and operating budget for the department.
A positive and strategic relationship has been developed with peers, Council,
consultants, contractors, provincial officials and other neighboring
municipalities.
DIRECTOR/DEPUTY CHIEF DRINKING WATER INSPECTOR 2003 - 2006
Safe Drinking Water Branch, Ontario Ministry of the
Environment
Provided executive leadership to a high profile, politically sensitive
Ontario government initiative - Safe Drinking Water program, in a post
Walkerton era.
Successfully 'started-up' a brand new field organization of almost 180 staff
in 21 offices throughout Ontario. Led a management team of 25 managers and
supervisors.
New business processes and organizational structures were developed. A
culture of continuous improvement was implemented. Implemented best
management practices.
Significant involvement in policy/program development, including the
development of the Clean Water Act and Regulations under the Safe Drinking
Water Act, including liaison with Cabinet Office.
Built positive relationships with municipalities, 36 Medical Officers of
Health, Minister's Office and stakeholders.
Managed drinking water emergencies on a 24/7 basis.
DIRECTOR 2000 - 2003
Ontario's Drive Clean
Provided leadership to a high profile flagship air pollution and climate
change program affecting almost 10 million motorists in Ontario.
Developed and nurtured several public-private partnerships involving
government, industry, private businesses and NGOs. Program received an IPAC
award for excellence.
Program delivered through alternative service delivery - private sector
contracts, including call centers; information technology; automotive test
and repair centers; and field operations.
Led the Drive Clean program review, including extensive public and
stakeholder consultation. Led the development of Cabinet and Management
Board submissions resulting in improvements to regulations and eventual
improvements in stakeholder program acceptance.
Deployed modern controllership principles and procedures grounded in values,
ethics and integrity to manage an annual budget of $25 million and revenues
in the order of $20 million.
An independent audit stated that Ontario's Drive Clean is "one of the best
such programs in North America." Innovation and risk based approaches were
implemented and recognized internationally.
ASSISTANT DIRECTOR 1999 - 2000
Inspections, Investigations & Enforcement (IIE)
Secretariat
Developed program and policy options to improve the IIE functions of the
Ontario government.
Developed the 'Ontario Risk Management Framework' to improve compliance with
regulations through a targeted and risk managed approach to field
inspections.
Led consultations with industry; business and commercial associations; and
NGOs to streamline and improve the effectiveness of IIE tools used by 13
Ontario government ministries.
REGIONAL DIRECTOR /ASSISTANT REGIONAL DIRECTOR 1995 - 2000
Ontario Ministry of the Environment
Leadership and direction to almost 100 professional and administrative staff
located in 3 Districts and 1 regional office.
Resolved several politically sensitive and high profile and sensitive
environmental issues with municipalities and industry.
Chaired several community liaison groups involving NGOs, municipal officials,
First Nation officials (e.g., Uniroyal Chemical, Hagersville Tire Fire Site).
Built the organization's trust and credibility with public, industry and
environmental groups under challenging circumstances. Excellent long term
stakeholder relationships resulted from personal efforts.
As a member of the Board of Directors worked closely with the Mayor and
Council led the development and implementation of a multi-year and multiparty
strategic plan at the highly contaminated Smithville PCB site. As a result
significant cost savings were achieved without compromising public health and
environmental protection.
Managed multiple site remediation projects, including the international
Canada-U.S. Niagara River Toxics Management Plan and Hamilton Harbour.
Responsible for compliance with all environmental statutes and regulations.
CHIEF, APPROVALS AND PLANNING 1991 - 1994
Ontario Ministry of the Environment (MOE)
Review and approval of Official Plans; Official Plan Amendments; Subdivision
plans; and Class Environmental Assessments.
Signing authority for issuance of Provincial Certificates of Approvals and
permits
Member of provincial committee responsible for provincial planning statements
under the Planning Act.
OTHER POSITIONS: 1986-1995
MANAGER, ENVIRONMENTAL BILL OF RIGHTS OFFICE, MOE
DISTRICT MANAGER, MOE
PROJECT ENGINEER, WASTE MANAGEMENT POLICY, MOE
APPROVALS ENGINEER, WASTEWATER/WASTE MANAGEMENT, MOE
PROJECT ENGINEER, WATER/WASTEWATER, ARLAT TECHNOLOGY INC
Formal Education
Master of Engineering, University of Toronto.
Bachelor of Science (Engineering), Honours, University of Guelph.
Selected Examples of Personal Professional Development/Continuous Learning:
> Public Sector Executive Leadership Program, Queens University
> Modern Controllership and PSAB
> Strategic Communications
> Best Practices in Business Planning
> Leadership and Change Management
> Alternative Dispute Resolution/Relationship Management
> Project Management
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