Contact Centre Nova Scotia Board of Directors 2020–2022
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, Mortgage Specialist and Customer Service Officer.
Carla resides in Lawrencetown with her husband Kevin and loves singing in a local rock and blues band called, “Flipside”. Carla has two adult Children, Glenn and Shea-Lynn and 2 fur babies Mickey and Minnie.
Marco Colaiacovo, HGS
Marco has been in the contact center industry for the past 25 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 the aggressive expansion into Canada. 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 global Work@Home solution that has enabled HGS to enter global strategic locations otherwise not available in traditional B&M
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 costs 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 is a Global Business Manager with Xerox Canada. He has grown his professional career in the contact centre industry for the past 18 years. From agent operations, through change management, systems, and business development to his current role in transforming the global customer service delivery, his passion is the customer and employee experience.
With his family, Lucian resides in Dartmouth, where they are active members of their church community.
Matthew Hughes, Admiral Insurance
Matt Hughes is currently an Operations Manager in Admiral Halifax's Customer Loyally Department. He started with Admiral nearly eight years ago and started working with the company as a frontline phone agent. Matt moved up from that role, managing his own teams, before moving into the Operations position.
Matt studied Psychology and Business at Crandall University in Moncton, NB, where he grew up. Prior to starting at Admiral in 2013, Matt served in the Canadian Forces.
When not at work, Matt enjoys spending time with his wife Leslie and two kids Finn (age 4) and Abigail (age 1).
Derek brings over 20 years of industry and consulting experience helping leaders imagine, create and deliver the future of service through customer-centric business and technology strategy, innovation and transformation across multiple industry sectors.
Derek leads Deloitte’s Service Operations practice focused on all aspects of service delivery excellence across people, process and technology. He has helped organizations redefine and implement strategies to drive cost optimization, performance enhancement, operational excellence and digital transformation to elevate customer experience and business value.
Derek is actively engaged in Industry as a Board Director for both CCNS and ContactNB Associations, Deloitte’s Global Leadership Council for Voice Analytics, FA Lead Business Partner for Atlantic Government and Public Sector services, Regional lead for Deloitte’s M&A Value Creation Services practice and the Atlantic Greenhouse, Strategy and Innovation Centre.
Deloitte is a global leader in contact centre advisory, transformation, and managed services with a wide range of capabilities, assets, accelerators, and skills to help organizations through their transformation journey.
Director Branch Manager, MaxSys Staffing and Consulting
Alana started in the contact center industry over 20 years ago and grew from a CSR to an Operations Manager within her first 6 years. She brings a vast amount of knowledge of the industry including client and employee management. She is a strong and dedicated leader when it comes to coaching, training, and motivating her staff.
Three years ago Alana joined Maxsys Staffing as their Branch Manager. Her experience and abilities allowed her to be immediately successful in the recruitment and staffing industry. MaxSys recruits for a number of positions for over 300 clients in the province of Nova Scotia alone, with a key area of focus being in the contact centre industry.
She has been on the CCNS Gala committee for numerous years as well has a soft spot for the annual softball tournament which she originally founded.
Alana’s downtime is spent with her favorite people; her 4 beautiful grandchildren and playing ladies' softball.
Director Q4 Inc.
Richard Thibault has worked in the Contact Centre environment for most of his career. The very beginning started at Nova Scotia Power as a temp employee working in Customer Service, Sales, and Collections. Quickly realizing his desire to help people from all over the world he transitioned to a Convergys contact centre based out of Dartmouth, Nova Scotia. While Leadership Development is a never-ending thing, it always has a beginning and it was here that he realized that he could help more than just the customers who called in.
Eventually, he joined then Register.com now Newfold Digital, and managed the training department. After nearly 30 years in the contact centre space, he recently embarked on a new journey, Sales Enablement with Q4 Inc, a FinTech company based out of Toronto Ontario.
Nathan Laird, Program Manager, Halifax Partnership’s Connector
Nathan is the Program Manager for the Halifax Partnership’s Connector Program, which helps recent grads and newcomers develop career skills and build professional networks. A graduate of Mt. Allison and UNB, Nathan has a bachelor’s degree in International Relations and a master’s degree in Military History.
Nathan started his professional career in 2004 as an Agent with Convergys and spent the next 13 years working for Fortune 500 companies, including as the Branch Manager for Adecco, Business Development Manager for Kelly Services, and a Consultant for ADP. Nathan brings expertise from dozens of interviews in his personal career and managing a large recruiting company, as well as his current work in labour market development.
In his spare time, Nathan spends time with his 16-year-old son Jaegar, and is an avid kayaker and woodworker.
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.
In 2015, Nathan began working in the recruiting industry as a Business Development Manager for Kelly Services and and in 2016 became the Branch Manager for Adecco. In his spare time, Nathan enjoys kayaking, woodworking, and spending time with his 14-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 since 2009, 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 the 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 center environment, with a hybrid of a call center and an offsite working model.
Jennifer Flynn, Newfold Digital
Jennifer has been in the Contact Centre Industry since 1999. Starting as a salesperson at a BPO company, she quickly transitioned into management learning the importance of training, positive leadership skills, and trusting her instincts.
She made the Web.com family her home in 2008 and has since worked her way up to Director of Sales, Retail Division. Her passion lies in cultivating a creative and positive work environment that promotes excellence through education and professional development.
Jennifer attended the Memorial University of Newfoundland and has pursued additional study in the areas of Finance, Customer Service, and Marketing. Among her numerous professional recognitions, her most coveted is the Innovation Award from the 2015 CCNS Awards Gala.
Kerem has a Bachelor of Commerce degree majored in Global Business Management. He has over 10 years of work experience as a Team Manager at Staples Call Centre. He was awarded the "Leader of the Year Award" in 2018 at Staples. He was part of implementing a live chat pilot program.
He is a lifelong learner. He is very passionate about professional development. He regularly attends workshops, seminars, and training sessions. Some of them are Developing Your Associates, Conflict Resolution, Practical Coaching, Performance Counseling, Understanding the Differences, Managing Multigenerational Workforce.
Kerem enjoys traveling, playing soccer, cycling, and outdoor activities.
Jen has spent the last 15 years attracting, hiring, and retaining top talent in Canada's competitive job market. Seen as a talent leader in the contact center recruitment space, Jen is committed to uncovering career opportunities available to those considering the contact center industry as part of their employment path.
Her out-of-the-box thinking allows her to implement hiring strategies and best practices that leverage these opportunities, creating new career paths and fresh talent options. Having hired an average of 250 new employees/year with 90% retention at the 1-year mark and beyond in the contact center space for a global organization, Jen is now your strategic partner and value-added resource to your organization's talent objectives.
The Fusion Group Inc's recruitment pillar was founded based on Jen's love of recruitment and a need to show up in the contact center space differently than traditional external sources.
Director Senior Manager, Scotiabank
Sarah is a Senior Manager with Scotiabank and has been with the company for almost 25 years holding a wide range of positions with the bank including CSR, Branch Manager, Investment Coach, and Facilitator.
Sarah graduated from MSVU, and holds a Professional Financial Planning Designation and a Certificate of Adult Education. She is passionate about advice and providing customers with the correct information to plan and secure their goals and dreams.
She loves real estate lending and stood up for the Mortgage Centre of Excellence across the Canadian bank for BNS in 2020-2021. “That was one of my most significant challenges as well as accomplishments”. Sarah is the mother of two, Gabby and Che, and aspires to spend the later years of her career enjoying her work, making a difference, and watching her children flourish.