Board of Directors
Our Board of Directors
We are pleased to welcome our talented Board of Directors for 2026!
President
Medavie Blue Cross
Carla is an innovative and inspirational Team Leader with Medavie Blue Cross. She started her Contact Centre Career over 30 years ago and has gained a solid background as an established Leader, Coach, and expert Facilitator.
A graduate from St Mary’s University and a degree from the Canadian Society of Training and Development as a Certified Training and Development Professional, she is driven by passion, customer service excellence and success. Carla has strong competencies in strategic influence, team focus, employee engagement and collaboration and strives to make sure we all have a little fun at work. Carla is proud to have been the 2019 and 2021 recipient of “The leader of the year “ from The CCNS awards gala.
Before joining Medavie Blue Cross in 2017, she worked in the financial industry for Scotiabank for over 28 years and held such roles as Assistant Manager, Staff Development Officer, Retail Loans Officer, Mortgage Specialist and Customer Service Officer.
Carla resides in Lawrencetown with her husband Kevin of 33 years and her furbaby Mickey . Carla is a mother of 2 Glenn and Shea-Lynn and nanny to 4 grandbabies . Glenn’s family consists of his partner Brianne and Carla’s granddaughter, Ellie Isabella and grandson Noah . Her daughter Shea-Lynn and her husband Moe have twin boys, Dean and Malik.
Besides her work, and her family, Carla has two other passions : She loves singing in a local rock and blues band called, “Flipside Acoustic Trio” and she loves to travel.
Director
811 Telecare
Wendy Boutilier is the Manager of Operations and Clinical Services for 811 Telecare, where she has contributed for over 16 years. Beginning her career as a Registered Nurse, Wendy leveraged her clinical experience to advance into leadership roles that support the delivery of high-quality telehealth services.
A graduate of Dalhousie University with a Bachelor of Science in Nursing, Wendy began her nursing career at the IWK Health Centre, working in the Medical-Surgical Unit before transitioning to the Pediatric Intensive Care Unit. In 2009, she joined 811 Telecare at its inception and has played a key role in its growth and evolution. To complement her clinical expertise, gaining a certificate in Nursing Telepractice from Centennial Collage in Ontaria, and earning a Certificate in Business Management from Dalhousie University.
811 Telecare is designed to ensure timely and appropriate access to health resources. The service operates within a unique contact center environment that combines frontline non-clinical staff (Telehealth Associates), Registered Nurses, and Care Counselors. This hybrid model integrates contact centre operations with remote work, enabling efficient and patient-centered care.
Director
Eastlink
Director
Medavie Blue Cross
Sonya Budden brings over 25 years of customer service experience and more than 18 years with Medavie Blue Cross, where she has built a strong career within the Insurance Business Contact Centre. As a Team Leader for the past two years, she leverages frontline experience as a Customer Service Representative and Member Experience Specialist to guide and support her team with insight, empathy, and strategic focus.
Sonya is deeply committed to elevating the member and employee experience. Her leadership style is grounded in the values of caring, kindness, and compassion, and she is dedicated to developing high-performing teams who feel empowered, supported, and connected to their purpose. Her broad perspective across operations, customer experience, and staff development allows her to influence positive change within the contact centre environment.
She holds a Bachelor’s degree from Saint Mary’s University and a Legal Administration Diploma. Before joining Medavie, Sonya spent 13 years in the Naval Reserves as a fully qualified cook, where she played a key role in mentoring and training junior colleagues. She also worked with the Nova Scotia Department of Education for six years, supporting large-scale teacher workshops and helping place more than 600,000 books into classrooms across the province.
Sonya is passionate about strengthening the contact centre community in Nova Scotia and contributing to initiatives that support professional development, operational excellence, and exceptional service standards.
Director
Marco Colaiacovo is a seasoned contact centre and operations leader with more than 25 years of experience supporting and scaling customer service operations across Canada and internationally.
His background includes senior leadership roles with organizations such as Resolve, Register.com, Convergys, and HGS, where he led large, complex contact centre environments, supported global delivery models and managed major client relationships. Across his career, Marco has worked with teams of up to 10,000 FTE and contributed to the growth and management of multi-million-dollar client portfolios.
Marco also brings hands-on experience advising organizations on modern contact centre and service delivery models through his consulting work with Granite Coast Consulting. He regularly supports organizations in areas such as operational design, workforce strategy, governance, and the adoption of remote and hybrid delivery approaches.
Marco works closely with industry, government, and economic development partners to strengthen Nova Scotia’s contact centre ecosystem and support the long-term success of the sector.
Director
Eastlink
Olivia brings over 15 years of experience in customer service, which has shaped her approach to building strong relationships, understanding the value of listening, problem-solving, and building trust.
She values collaboration and works closely with colleagues and partners to achieve shared goals. Olivia has been a member of CCNS for nearly a year and strongly values the opportunity to connect with industry professionals and contribute to the network.
Treasurer
Manulife Financial
Director
Director
Manulife Financial
Heather has been in leadership for over seventeen years. Leading teams in the contact centre space for half of her nearly 20-year career at Manulife. She is currently accountable for identifying and driving forward strategic initiatives in the Global Wealth & Asset Management contact centre space. She has been fortunate to work with passionate colleagues who care deeply about one another and our customers.
Upon graduating with an Advance major in psychology and human resource certificate from Saint Mary’s University in Halifax in 2005, Heather joined Manulife. She has held leadership roles in Group Benefits, Individual Insurance, Life Insurance, Disability, and in Global Wealth Management.
Outside of the office Heather stays active, enjoying a variety of outdoor activities, time in the gym or challenging herself at High Endurance workouts and Olympic Lifting. She also volunteers her time with Manulife sponsored events and as an active member in her community with; Leukemia & Lymphoma Society, animal rescues, and a variety of other non-for-profit groups.
Director
Medavie Blue Cross
With extensive experience overseeing cross-functional teams, Cecelia is dedicated to creating environments where innovation thrives and where members feel valued, heard, and supported. Cecelia's experience spans Insurance, Banking, Retail, and Telecom.
Passionate about community and collaboration, Cecelia brings her expertise in relationship management, service excellence, and organizational strategy to her role on the Board of Contact Centre Nova Scotia.
Having previously served as President of the Board, she continues to champion initiatives that strengthen the contact centre community and advance the organization’s mission.
Cecelia lives by the belief that exceptional experiences are built through trust, transparency, and a genuine focus on people — values she brings to every initiative she leads.
Director
Eastlink
Director
Scotiabank
Shelley brings more than 17 years of experience with Scotiabank, where she began her career on the front line and progressed into leadership, serving as a manager for the past seven years.
Shelley is deeply passionate about employee engagement and recognition, believing strongly in creating supportive, high-performing environments where people feel valued. Her leadership style is rooted in creativity, collaboration, and a commitment to making work both productive and enjoyable. Throughout her management tenure, she has led successful teams by fostering a culture of appreciation, accountability, and continuous improvement.
Her interest in joining the Board stemmed from a desire to expand her perspective, learn from contact centres across the province, and share best practices within her own organization. She is motivated by opportunities to innovate, elevate the employee experience, and strengthen the contact centre community in Nova Scotia.
Director
Purple Cow Internet
Director
Eastlink
Rebecca Peters brings over 12 years of experience across both frontline and support roles, with additional experience assisting as a trainer. She is committed to continuous learning and professional growth and is always eager to support her team in any way she can.
Recently, Rebeca has taken on a project focused on developing her leadership and management skills, which has proven to be a great fit. Known for her kindness, caring nature, and ability to bring a sense of humor to the workday, she creates a positive and supportive environment for those around her.
Rebecca is excited to be part of CCNS and looks forward to growing her skills while contributing to board initiatives, including events and social media.