Customer Service Management

John D. Laughlin

DIRECTOR OPERATIONS

** ****** **., **** ** L1S 2X5 289-***-**** **.**********@*****.*** ca.linkedin.com/in/johnlaughlin1

DRIVING PROCESS EXCELLENCE, PRODUCTIVITY & DELIVERY TO SUPPORT GROWING NETWORKS

March 22, 2016

SUBJECT: Director of Content Development

I am a skilled visionary and accomplished, results-oriented leader with extensive experience in developing and implementing strategies and initiatives that drive revenue growth; an expert in creating scalable operations solutions; and a leader in promoting market positioning that supports future growth and contributes to the overall value proposition. My wealth of experience in the public, not-for-profit and private domains makes me an ideal candidate and I am confident that I possess the skills and qualities you seek for the above noted position.

I have earned the distinction of being an executive “doer” who has successfully managed complex business initiatives; who has the ability to effectively identify and work with all levels of stakeholders; who is accomplished in building annual short- and long-term business plans; who drives innovation; who has built customer service excellence; and who possesses the experience to deliver and take a business to the next level of success by fostering an adaptable and accessible working environment.

Highlighted accomplishments include:

Designed and lead the development and implementation of the programs and services for the start-up of the credit union’s strategic procurement and facilities division, which included polices, procedures, contract/vendor management.

Leading the start-up of a sales/service credit union by transforming it into a state-of-the-art customer service delivery model, enabling the launch of new products and electronic channels and allowing for the credit union as an alternative choice within the financial sector.

Leading a number of senior teams in the successful completion of the transfer of financial information for 170,000 clients (via manual data entry), totalling $2.8 billion in funds across 32 offices within province of Ontario; as well as the development of a corporate training facility and structural changes to all of the 32 offices.

Designing and transforming the organization’s culture in meeting customer service expectations and fostering relationships with all levels of stakeholders.

Led the start-up of the human resources functions and activities for the credit union by transforming and implementing HR direction and ensuring strategy and objectives Designed and led the communication strategy for the credit union dealing with all levels of stakeholders.

Designing and implementing go-to market strategies in order to achieve revenue growth and brand awareness.

In addition, I offer a wealth of hands-on experience having worked or managed in the following areas: public policy, strategic planning, project management, business development, data management, finance, operations and administration, I&IT, facilities accommodation, branding, business development, sales, product control, lease renewals, policy and procedure development and controllership, human resources, coaching, marketing and procurement development.

I welcome the opportunity to meet with you to further discuss how my qualifications can meet the ministry’s needs. I look forward to hearing from you.

Sincerely,

John Laughlin

John D. Laughlin

DIRECTOR OPERATIONS

27 Taylor Rd., Ajax, ON L1S 2X5 289-***-**** **.**********@*****.*** ca.linkedin.com/in/johnlaughlin1

DRIVING PROCESS EXCELLENCE, PRODUCTIVITY & DELIVERY TO SUPPORT GROWING NETWORKS

PROFILE

Over 20 years of expertise in strategic, operational planning and management that propels brand success and enables sustainable business growth. Savvy strategist and proactive change manager, who envisions and executes game-changing results, transforms businesses through empowerment, development and effective utilization of people, processes and technology. Manages budgets in excess of $50M. Galvanizes, trains and leads cohesive, high-performing teams of up to 25 direct and over 250 indirect reports.

Strategic Planning & Analysis Operations Management New Business Development Business Growth

Change Management Budgets Stakeholder Relations Corporate Communications Finance & Accounting IT

Back Office Administration Streamlining & Process Improvement Facilities Management Collective Agreements

Performance Management Coaching & Mentoring Employment Equity Human Rights Code Supply Chain Strategies

PROFESSIONAL EXPERTISE

Ontario Financing Authority (OFA)

Ministry of Finance 2014 – 2015

Project Lead, Information Management – Consultant

Finance & Treasury Division

Hired to provide leadership and direction on a number of project management initiatives regarding business development for the organization.

Develop and build business and other approval documents in support of various strategic policy directions.

Provided strategic advice and expertise for procurement initiatives that supported organization direction.

Provide leadership to project teams with representation from across the organization in conducting various projects (i.e., SharePoint 2013, Procured the Open Text Enterprise Content Management (ECM) software and roll-out, Records Management, Metadata, and Records Content) as well as other related studies pertaining to business development initiatives, including developing and executing project plans.

Lead and coordinate I&IT procurement activities for Vendor of Record arrangements.

Develop for senior executive sign-off the Business Case and Approval for Competitive Procurement document for the purchase of OpenText_ Enterprise Content Management (ECM).

AutoLux Ltd. o/a Rapid City Transportation 2014

Director, Business Development (Consultant)

Recruited by President/CEO to develop an open communication strategy and to increase sales by partnering with government, LHIN’s, health care and insurance entities to offer a personalized transportation service for individuals who require special care.

Developed and implemented an aggressive sales strategy that tripled revenue within four months of hire and enabled future growth by identifying new markets and new business opportunities, raising company profile and boosting brand awareness within the market.

Capitalized on opportunities, attracting new clients by delivering compelling presentations to both individual and group audiences.

Consistently surpassed quotas.

Municipal Property Assessment Corporation (MPAC) 2013 – 2014

Consultant/ Program Manager

Solicited by Vice President to be a member of the Governance and Strategy department. Assessed program delivery; performed in-depth analysis and evaluation and recommended solutions to complex, sensitive business practices. Prepared multi-year strategic and governance plans. Provided editorial insight and analysis and review for Task Force, Special Purpose business documents for sign-off by CEO and review by Ministry of Finance.

Reconstructed and finalized a highly sensitive, five-year business plan document having no prior supporting documentation or staff. Developed a clear understanding of organizational make-up and instituted a method for duplicating documents and applied revised five-year numbers to complete documentation for further use.

Established a business unit comprised of Internal Audit, Enterprise Risk Management (ERM) and Corporate Procurement.

Desjardins Credit Union, Inc. (Merged with Meridian Credit Union) 2003 – 2013

Director, Service Delivery, Product, Services & Information Technology

Prior: Director of Sales; Director of Administration & Operations; Director of Communications; Director of Project Transfer,

Hired as member of senior executive start-up team for the newly formed Credit Union. Designed, implemented and controlled all branding, marketing, web content and client communication, providing clear, consistent messaging of vision and mission. Directed strategic planning and modernization projects with budgets in excess of $100M. Advanced ongoing performance of credit union products and services, setting implementation for rollout to members and staff. Revamped and updated the face of the credit union’s full range of accommodation/infrastructure services across 32 offices.

Business Strategy

Propelled company brand awareness and revenue, and positioned network for future growth by formulating impactful sales strategy.

Responsible for the entire client and management’s event planning.

Facilitated expansion through launch of retail products and electronic delivery channels within a specified time frame and under budget by managing wide-reaching banking networks to deliver banking and support services.

Improvements

Provided strategic direction in the development and implementation of the supply chain polices, tools and processes driving efficiencies and productivity, and transformed procurement models and administration/operations initiatives by implementing streamlining processes.

Reconstructed and maintained the entire credit union’s document/records management system in all formats, i.e. paper, electronic, email etc.

Developed and implemented an aggressive sales strategy for entire credit union and enabled future growth by identifying new markets and new business opportunities, raising company profile and boosting brand awareness within the market.

Capitalized on opportunities, attracting new clients by delivering compelling presentations to both individuals/ business and group audiences.

Developed, implemented and provided management of business aligned IT services and service level management.

Spearheaded the creation and implementation of the contact call centre, servicing 250+ staff across 32 offices.

Formed a training team to support the rollout of all staff product training across a geographically diverse area.

Increased gross revenue by 30% over plan by restructuring the entire operations system from two separate antiquated IT/business platforms to one modernized, state-of-the-art banking platform.

Finance

Transferred ownership of $2.3B in client funds between public and private entities under the Province’s mandate.

Ontario Financing Authority, Ministry of Revenue/Finance 1996 – 2003

Project Lead/ Regional Manager, Province of Ontario Savings Office (2000-2003)

Manager, Finance and Administration, Government of Ontario, Ministry of Revenue/Finance (1996-2000)

Governed all aspects of the project to privatize a government asset covering numerous domains, including IT, Finance, Human Resources and capital development initiatives related to infrastructure and construction. Controlled the preparation of annual financial statements, including $2.3B in member financial assets for inclusion in the Government’s Public Accounts. Oversaw two separate, integrated IT networks that afforded banking and support services.

Accountant responsible for $2.3B in member financial assets.

Responsible for the implementation and management of the financial accounting module (ACCPAC) across 32 offices within Ontario.

Responsible for all public records ensuing transparency and accountability on behalf of the Province.

Led transfer of ownership of a government asset to the private sector, including handling RFP and liaising with internal and external attorneys, accountants, senior management, Boards and district managers.

Formulated sustainable, corporate multi-year business plans by developing numerous businesses models for fiscal stability.

Shaped the methodology used in operational policies for administration and tendering processes.

Assembled sales team to support staff located across the region for product and training.

Additional: Senior Program & Policy Advisor at Government of Ontario, Corporate Service Division (1993 – 1996)

EDUCATION & PROFESSIONAL DEVELOPMENT

Project Management Professional (PMP), Project Management Institute (PMI), hours acquired - 2011

Finance & Financing Planning and Management, Ryerson University, 1985

Canadian Investment Fund in Canada (CIFC) – 2006

Lean Six Sigma- White Belt.

Branch Compliance Officer (BCO) - 2006

The Accredited Mortgage Professional (AMP) – 2006

Ontario Building Code

Certified- Microsoft SharePoint 2013- Power user and Site (Owners and Members)

Corporate Information & Project Management

Employment Equity

Ontario Human Rights Code

Occupational Health and Safety Act

Collective Agreement _ working knowledge (OPSEU)

Original Member for the implementation of the Ministry of Finance’s Information Financial Management System (FIMS)- Integrated Financial Information System (IFIS)

Original member for the implementation of the Ministry of Finance’s Workforce Information Network (WIN)

COMMUNITY ACTIVITIES

Habitat for Humanity

Feed Durham

Hockey/Soccer

Actor

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