Monday, October 4, 2010
Topic: Leadership Development Strategies & Programs Forum

Grace Cirillo

Human Resources Analyst, City of Brampton

Grace Cirillo is responsible for supporting organizational realignments and special projects as a technical resource or project lead on HR initiatives. Her expertise also has a focus on researching emerging trends and best practices pertaining to organizational structures, policies, processes and job design. Grace was instrumental in the support and implementation of The City of Brampton’s Tier 5 and Brampton LEADS Pilot Leadership Development Programs.

Grace is a results oriented Human Resources professional with over 25 years experience in Recruiting, Employee Relations, Labour Relations, Health & Safety and Benefits Administration.

Monday, October 4, 2010
Topic: Leadership Development Strategies & Programs Forum

Amalia Liadis

Acting Director, Human Resources Division, City of Brampton

Amalia Liadis is responsible for delivering strategic human resources and organizational development services that support and promote the City of Brampton as an employer of choice. Amalia is a dynamic and innovative leader who engages people in achieving results. She has over 20 years experience consulting, planning, developing, implementing and facilitating numerous human resource best practice initiatives to support and achieve the Corporation’s mission, strategic direction, values and goals. Amalia is a graduate of University of Toronto and holds a Human Resource Management Certificate from Queen’s University.

Monday, October 4, 2010
Topic: Leadership Development Forum

Jill Malleck

Organization Development Consultant, Epiphany at Work

“Epiphany at Work” partners with public and private sector clients on a range of HR-related projects and leadership training, and recently, Jill Malleck was instrumental in the design of the City of Brampton’s customized leadership competency model and the inaugural tiers of their Leadership Development Program. Jill has also co-chaired the implementation of two pilot groups.

Jill has more than 20 years experience working with leaders and their staff to accelerate positive change. She has her Organization Development training from the world-renowned NTL Institute and teaches leadership skill-building workshops for the Region of Waterloo. Jill has received her Professional Certified Coach designation from the International Coaching Federation (ICF), indicating completion of a Master’s-level educational program and more than 750 hours of coaching. Her volunteer commitments to community include being an active Board member for the Centre for Community Based Research (CCBR).

Monday, October 4, 2010

Tom Naçu, Maj Ret’d

National Program Director, Centre of Excellence in Municipal Leadership,
Schulich Executive Education Centre

Beginning in 2000, Tom developed the Masters Certificate in Municipal Leadership, the flagship program of the Centre of Excellence, and is the Chair of the current Municipal Advisory Board of Chief Administrative Officers/City Managers.

Tom’s considerable expertise comes from high profile operating roles with several private sector organizations. After graduating from the Air Force Academy, he began his career with a tour of military service rising to the rank of Major. Moving in to the private sector he has had a diversified career as a business development consultant, and engaging sales profession. He developed a strong bias for action and a relentless focus on the customer, concentrating on strategic long term business results while working with NCR and Honeywell Information Systems.

Monday, October 4, 2010
Topic: Leadership Development Strategies & Programs Forum

Terry Pruner

Professor, Seneca College

Terry Pruner has been working directly in the customer service and customer relationship management industry for over 25 years. He brings a high level of expertise in leadership development, strategic planning, customer relationship management and organizational behaviour with extensive practical experience in private and public sector situation assessment and improvement.

Terry is a proven educator as a Professor at Seneca College. From his experience with Municipal and other government clients, he brings to the table a deep understanding of municipal issues.

Monday, October 4, 2010
Topic: Leadership Development Strategies & Programs Forum

Janine Travers

Senior Learning Advisor, SheridanCorporate

Janine’s objective with SheridanCorporate, a division of Sheridan Institute of Technology and Advanced Learning, is to build strong relationships and partnerships with new and existing clients focusing on offering strategic training and organizational development to ultimately provide a sustainable, mutually satisfying relationship over time.

Janine has ample knowledge that focuses in the areas of: key account relationship management; managing strategic partnerships of private and public sector for both internal and external training; customer loyalty and retention; analytical problem solving and organizational skills; project management; analyzing individual clients’ needs; sourcing internal resources, as well as, external trainers and resources; introducing methodologies for clients to understand how to measure the skills within their organization; and preparing and executing professional presentations to senior executives, focusing on the return on their investment in education.

Monday, October 4, 2010
Topic: Leadership Development Forum

Rhonda Tsingos

Program Manager, City of Brampton

Rhonda Tsingos manages the 24x7 Corporate Call Centre operations and delivery of related citizen service enhancement projects. She is a high energy, customer-oriented manager with 25+ years private and public sector experience in leading technology and business transformation initiatives, as well as strategic customer, partner and vendor relationships.

Rhonda recently obtained her Masters Certificate in Municipal Leadership from York University’s Schulich School of Business.

Monday, October 4, 2010
Topic: Leadership Development Programs Forum

Ashley Walker

Certification and Learning Program, Institute for Citizen-Centred Service (ICCS)

Ashley Walker has supported the development of the Service Functions Certification & Learning Program at the Institute for Citizen-Centred Service (ICCS) since October 2008. The mandate of the ICCS is to promote high levels of satisfaction with public sector service delivery by collaborating across all levels of government in Canada and around the world to develop and share creative service delivery solutions. Starting in December of 2010, the ICCS will offer the first national Service Manager Certification program: the Certified Service Manager (CSM). The program is targeted at managers and supervisors with responsibility for managing direct service delivery to the public.

Ashley is currently leading development of the CSM program towards the upcoming launch and is also responsible for delivering ICCS training. Prior to her time at the Institute, Ashley completed a graduate degree in Public Policy and Administration at Ryerson University with a background in Political Science from the University of Toronto.

Tuesday, October 5, 2010
Topic: Building and Maintaining Service Partner Relationships

Michelle Bouchard

Call Centre Operations Supervisor, City of Brampton

Michelle joined the City of Brampton in 2007, progressing quickly from part-time to full-time Team Lead roles, then to Supervisor. Her assets include strong leadership and technical skills, and expert-level community knowledge that results from being a life-long Bramptonian.

She is a key contributor to continued expansion of the Corporate Call Centre’s operations and ongoing team development. Michelle’s background includes 10 years call centre experience in telecommunications, where she held positions ranging from Quality Assurance Analyst to Team Manager with Bell Mobility and Telus.

Tuesday, October 5, 2010
Topic: Meeting the Staff Scheduling Challenge

Shanta Ganesh

Schedule Co-ordinator, Customer Contact Centre, Region of Peel

Shanta has been at the Customer Contact Centre (CCC) since its inception in October 2005. She worked as a part-time CSR for two years and has been in the Schedule Co-ordinator role for the past 3 years.

The CCC is open 7 days a week, 24 hours a day and operates on rotating shifts. As a Schedule Co-ordinator, the major challenge is to meet targeted service levels while balancing staff needs. Through the use of the scheduling software, Shanta meets the demands of anticipated increase in call volumes and will routinely discuss scheduling concerns with the Management Team to ensure adequate coverage in the call centre.

Tuesday, October 5, 2010
Topic: Quality Assurance That Works

Karen Lyman

Business Process Advisor, City of Brampton

Karen Lyman joined the City of Brampton in 2008 to provide business process advice and support to the Corporate Call Centre, Web and related customer service initiatives.

She has over 20 years experience in business process re-engineering and implementing customer service improvements with the Ontario Lottery Corporation and the City of Mississauga. She values the ability to measure and report openly on performance, and especially, the contribution that a quality program makes to reputation management of a large corporation.

Tuesday, October 5, 2010
Topic: Quality Assurance That Works

Yaw Marfo-Agyiri

Call Centre Operations Supervisor, City of Brampton

Yaw has been with the City of Brampton since the inception of the Corporate Call Centre in 2005, progressing from Team Lead to Supervisor within two short years. Yaw is a committed employee and customer satisfaction advocate and was a key contributor to the development and implementation of the City’s Call Centre Quality Assurance Program.

Prior to joining the City, Yaw spent several years supervising call centre teams for EDS Software and Jonic International, a customer service provider for Bell XpressVu. Originally from Ghana, West Africa, Yaw was educated there and in the United Kingdom, and has lived in Amsterdam and London.

Tuesday, October 5, 2010
Topic: Rewards & Recognition That Work!

Linda Pong

Team Leader, 311 Operations, City of Mississauga

Linda is one of two Team Leaders accountable for the day-to-day operations of 311. She has been with the City for over seven years and with 311 Operations since 2007. Linda started with 311 as a Customer Service Advisor, and has been a champion of the centre’s Rewards & Recognition program from it’s inception in 2008.

Linda’s passion for the program to support the frontline keeps this program alive - and working. She is the call centre client prime for the consolidated business units of Animal Services, Office of the City Clerk, Urban Forestry, Cemeteries, Parking Enforcement, Mobile Licensing & Taxi School, Communications & Marketing, Recreation & Parks and Elections 2010. Linda also supervises the satellite call centre and Information Desk at City Hall and oversees email communications. Linda is a certified public school teacher and a certified journeyman mould-maker.

Tuesday, October 5, 2010
Topic: Designing a Knowledge Base Tool

Denise Prue

Knowledge Base Specialist, 311 Operations, City of Mississauga

Denise has over 30 years of progressively responsible administrative and customer service experience throughout several different operating areas within the City. She has been with the 311 consolidation project and operations team since 2006 and has played an instrumental role in ensuring that the knowledge base tool was developed according to the project’s design specifications.

In her role as KB Specialist for consolidation, Denise takes the lead performing business analysis for consolidating business units and coordinating call centre readiness. Post-consolidation Denise is the prime client liaison for business units such as Revenue (residential & commercial property tax), Communications & Marketing, Office of the City Clerk and Planning & Building. She has an active role in ensuring that the KB tool is maintained and continually enhanced with new features and functionalities, as well as being prime on Bell’s Blue Pages publication. Denise is the Corporate Services department representative for the Council Communication Protocol Committee.

Tuesday, October 5, 2010
Topic: Meaningful Key Performance Indicators (KPIs)

Doug Smith

Supervisor, Customer Contact Centre, Region of Peel

Doug Smith started with Peel Social Service in 1989 as a Social Service Worker administering the General Welfare Assistance Act. Doug worked his way up to the management level of the organization in 1992 and in 2000 transferred to the Intake Screening Unit for the Central West Region as a Supervisor.

Doug moved to the Customer Contact Centre (CCC) in 2007 where he currently supervises a team of Customer Service Representatives. He is considered the subject matter expert for the CCC in the area of KPIs and performance indexing but has also provided assistance in the creation of performance metrics for several business units within the Ontario Works Division.

Tuesday, October 5, 2010
Role: Forum Facilitator

Michelle Solski

Manager, Call Centre Operations, City of Brampton

With a constant focus on achieving Customer Service Excellence, Michelle manages Brampton’s 24x7 Corporate Call Centre and daily City Hall Information Kiosk operations. As a University of Guelph graduate with 15+ years call centre industry experience in both the private and public sectors, Michelle has held increasingly responsible customer service positions ranging from Team Lead to Project Manager and Director.

Just as she built her career from the ground up, Michelle was a key player in developing the call centre of a major health insurance company as well as Brampton’s operation, which continues to expand. Michelle is a dynamic leader who encourages her team to go above and beyond in an effort to be the best they can be.

Tuesday, October 5, 2010
Topic: Strategic Customer Service Plans that Drive Quality & Accountability

Karla Hale

Director of Communication Services and the Customer Contact Centre,
Region of Peel

Over the past 20+ years, Karla has worked in her capacity as a social service worker, manager and recently as director, helping customers and clients access and utilize the many services and programs offered by the Region including 211, 311 and 911. Karla’s expertise is in understanding the customer’s needs and delivering service to meet these needs. Karla is a former graduate of the University of Waterloo.