At Nara Consulting, we're not your typical consultants; we're the driving force behind innovation in Operations Management Systems, Organizational Transformation, Customer Experience, Mergers, Acquisitions, Due Diligence, and Diversity, Equity, and Inclusion. Our mojo? Hands-on guidance that turbocharges your processes, supercharges efficiency, and catapults you into sustainable growth mode. Our solutions? Crafted with the precision of a master chef, it's all about turning complexity into seamless simplicity. We're the architects of streamlined operations, the wizards of cutting-edge strategies, and your personal compass that navigates perfectly in sync with your goals. But wait, there's more. We don't just see your business; we feel it. We dive deep into your organization, working arm-in-arm with your teams to uncover hidden potential and untapped prospects. Our seasoned pros aren't just consultants; they're your partners in crime, your data-driven dream team that transforms tough cho

Appointed a seat on the board of directors for the pivotal not-for-profit organization, Open Finance Network Canada ("OFNC"). This role offers an opportunity to exercise governance skills and impart functional expertise to a group dedicated to evaluating technology and standards tailored to the Canadian economy and its consumers. OFNC is committed to crafting an open banking framework that encapsulates the interests of all stakeholders across Canada. Its mission encompasses fostering a market that is globally competitive and, paramountly, prioritizing consumer interests at its forefront.

In the dual roles of Chief Operating Officer and Chief Diversity Officer, the responsibilities spanned a wide spectrum. From an operational perspective, the emphasis was on enhancing business practices. Key initiatives included the introduction of internal knowledge management systems, refining existing processes, and the integration of tools like CRM and customer ticketing systems. These adaptations were geared towards supporting the business's growth and ensuring streamlined customer interactions. Another pivotal aspect of the role was the management of significant external relationships. This entailed fostering and overseeing vital banking partnerships to ensure smooth financial operations. In addition, nurturing and maintaining relationships with large clients was paramount to ensure the business consistently met and exceeded client expectations. While there were several operational achievements, there was also a commitment to introducing Diversity, Equity, Inclusion, and Belonging

As COO, the leadership strategy for Income Access centered on growth and operational optimization. Responsibilities spanned software development, QA, product management, integrations, onboarding, account management, client services, marketing, business development, knowledge management, and training. During this tenure, the company achieved increased revenue, improved company culture, efficient cost management, and consistently hit business targets. The strategic oversight of the company's Profit & Loss reflected a focus on financial discipline and sustainable growth. Leveraging a Six Sigma (Green Belt) certification, best practices in knowledge sharing were implemented to improve service levels and client retention. These strategies solidified Income Access's position in the gaming industry's affiliate marketing sector and supported expansion into new markets and verticals.

As COO, the leadership strategy for Income Access centered on growth and operational optimization. Responsibilities spanned software development, QA, product management, integrations, onboarding, account management, client services, marketing, business development, knowledge management, and training. During this tenure, the company achieved increased revenue, improved company culture, efficient cost management, and consistently hit business targets. The strategic oversight of the company's Profit & Loss reflected a focus on financial discipline and sustainable growth. Leveraging a Six Sigma (Green Belt) certification, best practices in knowledge-sharing were implemented to improve service levels and client retention. These strategies solidified Income Access's position in the gaming industry's affiliate marketing sector and supported expansion into new markets and verticals.

As VP of Operations for Payment Processing in Canada and the UK, the operational scope included Sales Support, Application Boarding, Merchant API Integrations, Merchant Support, Technical Support, Chargeback Management, Quality Assurance, Business Process Improvement, Knowledge Management, and Training. Key responsibilities also encompassed the management of Premier Services for VIP clients. This included portfolio management, contractual reviews, product offering introductions, pricing strategies, and the handling of critical escalations to strengthen merchant relationships. Throughout the tenure, KPIs were developed and maintained, with regular reporting ensuring adherence to internal and contractual SLAs. Comprehensive staff management responsibilities were handled, involving recruitment, performance evaluations, training, and the promotion of company culture and values. Additionally, this role required representation in product and project initiatives, addressing both Operations an

Managed a call centre that fielded 20,000 calls every month. In tandem, directed a subject matter expert team addressing over 4,000 escalations monthly. Concurrently supervised a data entry team responsible for the boarding of more than 1,000 accounts monthly, ensuring seamless client onboarding processes. Leadership was provided to the Model Office, a unit dedicated to the testing and evaluation of new products and features. This team also crafted documentation to aid in the successful launch of products, establishing clarity in new initiatives. Collaboration with the Knowledge Management team was instrumental. The focus was pinpointing training needs based on trending issues and quality assessment scores. The goal was consistent service excellence. Overseeing the Workforce Management team was also a priority. This team was central in developing KPIs, analyzing trends, and compiling detailed business performance reports for the Executive team. On the HR front, responsibilities encompa

Resolved in-bound calls on customer service and technical support inquiries for all Apple products (computers, laptops, iPODs, and legacy systems). Achieved excellent quality assurance scores.