INFINITIN is a consulting firm that drives measurable business growth, operational efficiency, and employee engagement. I help organizations align people strategies with business priorities to solve challenges like employee turnover, post-acquisition integration, and scaling operations, delivering consistent results like 20-25% annual growth. Client 1
● Boutique Hotel Chain – Improved operational efficiency and guest satisfaction by enhancing communication and collaboration across departments. Outcome: Increased operational efficiency in guest intake by 20% within 3 months, reduced miscommunication between departments by 25%, and boosted guest satisfaction, resulting in a 15% increase in Net Promoter Score (NPS). Client 2: Global Healthcare Provider – Led the development of a framework to measure organizational effectiveness and improve customer service quality. Outcome: Increased efficiency in patient intake by 20% in 3 months, reduced miscommunication by 25%, and improved patient sa

Voice of Customer (VOC) & Customer Experience Business at Deloitte Canada Developed and implemented strategies to help clients become more customer centric, drive revenue, and enhance engagement by embedding customer feedback into key business decisions. This involved integrating advanced customer experience measurement systems, including Net Promoter Score (NPS), and linking these insights to financial outcomes. Client 1
● Large Canadian Insurance Provider - Led the implementation of a VOC system linking NPS with financial outcomes. Outcome: Enabled the insurer to directly connect customer satisfaction with revenue impact, driving retention and growth. Client 2: Canadian Government Health Agency - Managed the development of a framework to measure organizational effectiveness and customer service quality. Outcome: Conducted environmental scans and designed closed-loop processes to improve service delivery and internal operations. Client 3: Deloitte Canada - Transformed Deloitte Canada

Senior Consultant / Delivery Manager / Project Architect
● Medallia
● Jun 2016 – Apr 2021 Led the design and implementation of global customer experience solutions across multiple sectors, enhancing operational insights and driving significant business outcomes for Fortune 500 clients. Managed end-to-end delivery of CX solutions, specializing in real-time customer feedback and predictive analytics. Client 1
● Large High-Tech Client - Led $4M+ service innovation in product, customer support, and social businesses. Executed detailed market research and upselling initiatives generating $2M+ in additional sales. Outcome: Improved client product offerings and sales pipeline through data-driven insights. Client 2: F100 Telecom Company - Implemented a $1
● CX program to reduce churn in volatile prepaid customer base. Delivered a Voice of Customer Experience (VoCE) program across retail stores, using predictive text analytics to catch detractors early. Outcome: Increased customer retention

Managed high-impact projects across diverse industries, including global high tech, telecom, retail, and hospitality leaders. Focused on delivering customer experience enhancements, operational efficiencies, and strategic digital initiatives. Client 1
● Global High-Tech Leader – Led the creation of a personalized support portal integrating a machine-learning chatbot, case management system, and personalized website. Outcome: Achieved a 12% increase in NPS, reduced call center volume, and improved SEO/SEM, enhancing customer experience. Client 2: Global Telecom Leader – Managed a $1
● CX program to reduce churn in the volatile prepaid customer base. Integrated Voice of the Customer feedback and predictive analytics. Outcome: Reduced churn, improved retention, and enhanced customer satisfaction using predictive analytics. Client 3: Retail Leader – Led the global rollout of a customer experience management (CEM) program across 8 business lines for a major retailer. Outcome: Increased cu

Led high-impact projects for global telecom and retail leaders, driving customer experience and operational efficiency through strategic digital transformations and UI redesigns. Client 1
● F100 Telecom Provider - Client's prepaid wireless service needed a complete redesign of their Pre-Paid and Post-Paid User Interface (UI) for customers, retail representatives, and customer care executives. Led the UI redesign using the latest cross-browser compliant technology and translated client requirements into functional specifications, user cases, and user stories. Outcome: Streamlined User Acceptance Testing (UAT) by implementing a risk based testing approach, which resulted in a 30% reduction in UAT cycle time, enabling a more efficient system upgrade. Skills: Customer Experience, Operational Efficiency, User Interface Design Key Achievements: ○ Oversaw $6M+ annual delivery, improving customer satisfaction and operational efficiency. Reduced UAT cycle time by 30% for a telecom client throu

Client 1
● Large Coupons Company - Clients sold printed coupons to retailers, aimed to digitize its coupon creation, archiving, and recommendation process for social, mobile, and loyalty card promotions. Conducted a thorough Business/Gap Analysis, and led the UI design and development of a customizable web application that allowed each UI component to be modular and easily updated. Additionally, designed and implemented Web Analytics for tracking and analyzing user behavior on the site. Outcome: The dynamic, widget-based system led to a 41
● revenue growth and a 40% increase in digital coupon transactions, along with a 45% increase in the average basket size for shoppers. Major retailers, such as Walgreen and Dollar General, adopted the solution, driving significant business growth. Key Achievements: ○ Reduced UAT cycle time by 30% for a telecom client through a risk-based testing approach. Delivered a modular, dynamic digital coupon solution that resulted in a 41
● revenue growth a