Marco Colaiacovo, HGS
Marco has been in the contact center industry for the past 20 years in senior operations and client facing roles with multiple site responsibility. Marco began his career with Convergys where he moved from operations to client services overseeing 7 sites in Canada and 2 in the US. Marco then moved to Register.com where he oversaw the global corporate division and brought a full spectrum of functionality into one operational site, from sales to account management to back office to invoicing to collections
In his current role with HGS, Marco has developed and is growing a North American Work@Home solution that has enabled HGS to enter strategic locations otherwise not available in traditional B&M
Marco coaches several sports and plays golf whenever the opportunity arises.
Cecelia MacLellan, Staples
Cecelia started her Contact Centre career in 1994 and spent the first 9 years managing in the outsource sales environment. In 2003 she joined Staples as Contact Centre Manager for Staples.com customer service.
Staples helps business customers make more happen by providing a broad assortment of products, expanded business services and easy ways to shop – in stores, online via mobile or through social apps.
Staples Business Advantage, the business-to-business division, caters to mid-market, commercial and enterprise-sized customers by offering a one-source solution for the products and services they need, combined with best-in-class customer service, competitive pricing, and a state-of-the-art e-commerce site.
Over the past 14 years, Cecelia has seen increasing levels of responsibility and is currently Director of Customer Care for Staples Business Advantage.
Shane Maguiness, Group Elite
Shane Maguiness is the Vice President of Sales for Group Elite Communications Inc. and has specialized in Workforce Optimization technology for more than 15 years. Shane works with contact centres across North America to uncover opportunities to increase sales, improve operational efficiency and reduce cost through the implementation of solutions and processes. Previously, Shane has spent time as a Supervisor for an Inbound/Outbound Software Sales department and as an agent in an inbound contact centre environment. Shane has been a board member at CCNS since 2010 and participates in other associations across North America.
Lucian Jurko, Xerox
Lucian Jurko is a Global Business Manager with Xerox Canada. He grew his professional career in the contact centre industry for the past 15 years. From agent through change management, systems and business development to his current role in transforming the global customer service delivery, his focus remains on the customer and employee experience.
Lucian resides in Dartmouth with his wife, where they are active members in their church community.
Trygve Arnason, Web.com
Web.com Group, Inc. (Nasdaq: WEB) provides a full range of Internet services to small businesses to help them compete and succeed online. Web.com is owner of several global domain registrars and further meets the needs of small businesses anywhere along their lifecycle with affordable, subscription-based solutions including website design and management, search engine optimization, online marketing campaigns, local sales leads, social media, mobile products, eCommerce solutions, and call center services.
Anita Swamy, PMP, PMI-RMP, Manulife
Anita is an Officer of Manulife with over 16 years of progressive experience in business transformation, operations, complex project management and process optimization. She is consistently recognized as an influential leader who creates high performing teams through establishing a clear vision, collaborative partnerships, and effective communication.
Anita is the Vice President, Insurance and Wealth and Asset Management Canada, and is responsible for a team that manages all aspects of Insurance Administration (new business, inforce, reinsurance and actuarial support), along with Distributor and Administration Support including projects, training, process and Steady State support.
Prior to Anita’s current role, she held the position of Interim Vice President of the Contact Centres in the Canadian Division and was responsible for customer service in 10 lines of business, 1,300 staff and related support functions. She still works closely with the Contact Centres in her new role.
Before joining Manulife, Anita spent time consulting in the technology, utilities, telecommunications space on business transformation, M&A integration and project management.
A graduate of Dalhousie University with a Bachelor of Commerce she holds the designations of Project Management Professional (PMP) and Project Management Institute’s Risk Management Professional (PMI-RMP) and currently serves on the Board of the Contact Centre Association of Nova Scotia (CCNS).
Carla White, Medavie Blue Cross
Carla is an innovative and inspirational Team Leader with Medavie Blue Cross. She started her Contact Centre Career over 20 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.
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, and Mortgage Specialist.
Carla resides in Lawrencetown with her husband Kevin and loves her side job as a singer in a local band called, “Flipside”. Carla has two adult Children, Glenn and Shea-Lynn and 2 fur babies Mickey and Minnie.
Susan Preiss, Vice President, Client Services Blue Ocean Contact Centre
As Vice President, Client Services, Susan Preiss has prime responsibility for client services throughout our operations. This is both an inward-looking role as a change agent for continuous improvement of internal operations and a client-facing role as we constantly strive to add value for our clients.
Susan Preiss joined Blue Ocean in 2013 as Project Manager with responsibility for a team of more than 130 agents and specialists providing logistics support for the world leader in networking technology.
Before joining the Blue Ocean team, Susan spent 13 years in progressively senior positions with GE Intelligent Platforms. In her various roles, Susan provided project leadership, customer service and quality management, and implemented a number of global business solutions.
Susan has Six Sigma Greenbelt Certification, Lean training, and Six Sigma Blackbelt training. Contact Susan at firstname.lastname@example.org
Nathan Laird, Program Manager, Halifax Partnership’s Connector
Nathan Laird has an extensive background in the Fortune 500 contact center industry. Nathan began his career in 2004 as an agent with Convergys in Truro, and spent time as a Trainer, Sales Coach, Sales Manager and Operations Manager with the organization. After moving to Halifax in 2010, Nathan worked with Xerox performing Inside Sales and Account Management, before moving to ADP to work in Business Development and Consulting. Since 2015, Nathan has worked in the recruiting industry as a Business Development Manager for Kelly Services and Branch Manager for Adecco. In his spare time, Nathan enjoys kayaking, woodworking, and spending time with his 13-year-old son Jaegar.
Wendy Boutilier, BScN, RN, Operations & Clinical Service Manager, 811 EMC-TeleHealth
Wendy is the Manager of Operations and Clinical services with 811 Telecare. She has been with this service for the last 10 years, starting her employment as a Registered Nurse and building on this experience into leadership positions.
Wendy graduated from Dalhousie University with her Bachelor of Science in Nursing, starting her career at the IWK Health Centre, working with the Medical Surgical Unit, then transitioning to the Pediatric Intensive Care Unit. Wendy join the Telecare 811 service at its inception in 2009, and has been a part of its positive growth ever since. Wendy has since obtained a certificate in Business Management from Dalhousie University.
811 Telecare is intended to promote appropriate access to the right resource in the health system at the right time. The service has many staff in its contact center environment that consists of front line, non-clinical staff members (TeleHealth Associates) who take the calls for a callback by RN if all RNs are currently assisting other callers, Registered Nurses, Care counselors and Clinical Therapists. This is a unique call centre environment, with a hybrid of call centre and an offsite working model.
Kerem Eyupoglu, Staples