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Leadership and Management Professional

Halifax, Nova Scotia, Canada
November 27, 2018

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** **** ****** *****, ***** Sackville, Nova Scotia, CANADA B4E 2R5


Mobile Telephone: 902-***-****

LinkedIn Profile:


Delivering Service Excellence to Internal and External Clients

Innovative problem solver, who uses process improvement, KPI analysis and management techniques to deliver quality services within tight operating budgets and timescales, resulting in significant benefits to internal and external clients. Expert in identifying root cause of issues and simplifying complex process issues into clear understandable and actionable steps. Passionate supporter who consistently meets commitments with integrity. Expertise in:

- Administrative Management

- Process Improvement

- Operations Management

- Project Support

- Document and Information Management

- Event Planning and Management


Project Coordinator Contract Term (Genesis Technology Inc.) 2018 – 2018

Dartmouth, Canada

Managed projects to drive transformation of business tools and processes to scalable client facing solutions.

Completed business analysis and made recommendations to develop a modern Agile project tracking tool.

Completed business analysis and made recommendations to implement a full ticket management system which provided live chat services between clients and agents to increase client satisfaction.

Established weekly operations and project updates with key stakeholders using MS Planner.

Implemented incident management and Root Cause Analysis processes.

Performed triaging of issues to support resolution in a timely manner. Monitored escalations to identify areas of client risk to the Business.

Created Internal User Guide for Operations, allowing for a more consistent client experience.

Service Project Manager (ADP Business Transformation Team) 2015 – 2017

Dartmouth, Canada

Planned and executed projects and initiatives focused on process improvements at global and regional level.

Planned and executed roll out of CRM Transaction Surveys, augmenting the less regular NPS Surveys, to enable weekly monitoring of Client/Service Team interactions.

Initiated and managed cross functional projects to launch aligned global Client Information Cards and transitioned 80% of the direct Senior Manager support offshore.

Identified a critical capability gap in Knowledge Management processes and tools in the Americas; presented recommendations and strategy to Senior Leadership Team to potentially save 40%.

Championed standardization and alignment of processes between business units.

Supported roll out of early automation pilot tools to increase effectiveness and efficiency of payroll teams, reducing errors by 100% and improving client satisfaction.

Supported two off site Kaizens, bringing high priority outcomes to successful resolution.

Administrative and Reporting Coordinator (ADP MNC Americas) 2013 – 2016

Dartmouth, Canada

Provided administrative, operations and logistical support within North America to the GM, VP, Directors and Senior Managers.

Simplified the New Hire process for Managers and Associates; managing technical requisitions, on-boarding and training of new associates and managers to deliver a consistent aligned experience.

Coordinated local leaders and managers diaries, site supply procurement and mail.

Provided support before and during Client and Senior Leadership visits to the site.

Created and supported two KPI Dashboard tools on MS SharePoint; providing analysis, insight and recommendations to the GM and SLT, highlighting clients at risk.

Mentored and trained Service Relationship Managers, Service Managers and Associates on key processes.

Director (British Army Officer – ICT Operations, Projects and Planning) 2007 – 2012

Germany, Saudi Arabia and UK

Key Highlights of my Director role in Germany were:

Provided advice and support to influence campaign planning across functional teams within a strategic headquarters of 400 staff, reporting to Senior VP.

Supported local and international collective training events each of up to $100k, collating and leading Lessons Learned from each and carrying those forward to the next iteration of planning.

Key Highlights of my Director role in Saudi Arabia were:

Developed a $555M, 10-year programme to upgrade the Signal School to deliver a modern learning environment for 2000 students, taking young soldiers from basic to Bachelor level education and training.

Worked within a major defence integrated project team of 40 staff, to modernize and develop new communications capabilities for the National Guard, reporting to a Senior VP.

Audited, supervised and reported on Prime Contractor service delivery against KPIs laid out in their SLA.

Key Highlights of my Director role in the United Kingdom were:

Provided planning and control while monitoring the quality of the preparation of technicians and equipment deploying on worldwide operations, reporting to the VP. Directly led a department of 65 senior technical subject matter experts to affect operational output of the whole 700 strong business unit.

Acted as PM for multiple simulated collective operational training activities of up to $120k each, collating and analysing lessons learned and active tracking up to 1 year after the initial date to close off all actions.

Undertook regular critical thinking to review and refine plans at short notice dependent on the operational business activities.

Rapidly assimilated complex new systems and information, identifying Critical Success Factors.

Planned, integrated and tested two whole new fleet wide (radio) replacements.

Senior Manager (British Army Officer – ICT Operations, Projects and Planning) 1998 – 2006

Germany, Netherlands, and UK

Key Highlights of my Senior Manager role in Germany were:

Planned and executed all collective training events for a 1500 strong business unit, reporting to the VP.

Key PM to implement a bottom up review of business unit wide training policies and systems, including planning and executing annual training events.

Produced annual resource (funding, technical, and material) plans to execute the collective training events of up to 2000 personnel, with a value of $800k per annum.

Key Highlights of my Senior Manager role in the Netherlands were:

Led and managed a team of 80 unionized, international technicians, providing data and voice communications services to deployable strategic headquarters, reporting to a Senior Director.

Tact and diplomacy were essential to overcome multinational regulations to enable and sustain deployment of personnel.

Key Highlights of my Senior Manager role in the UK were:

Responsible to the Senior Director and his deputies for all HR, administrative, discipline and leadership matters for a unit of 500 dispersed technicians including performance management and recruiting.

Executed internal leadership and management mentoring and training to Team Managers.

Developed and executed strategy for media and public relations campaigns.


Masters, Senior Leadership and Management, City and Guilds London Institute, Level 7 British National Qualifications Framework, London, UK

Masters, Strategic Leadership and Executive Management, Institute of Leadership and Management Level 7 British National Qualifications Framework, London, UK

Professional Development

Certified Project Management Associate, Association of Project Management, London, UK

ITIL Foundation Certificate, Learning Tree International, London, UK

Disaster Recovery Planning: Ensuring Business Continuity, Learning Tree International, UK

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