In a career that spans both public and private sectors, Bernadette Lonergan has led numerous consulting engagements to assist clients in implementing key strategies and enhancing organizational effectiveness. Using collaborative and customized processes, Bernadette develops business-driven approaches to key organizational issues. She works in partnership with organizations as they approach the difficult task of managing change.
Examples of her work include:
Bernadette holds a Master of Industrial Relations from the University of Toronto, in addition to a B.A. and M.A. in English. After over 13 years in progressive positions at the University of Toronto, Bernadette established a successful consulting career. Her client roster crosses the financial sector, the pharmaceutical/pharmacy industry, higher education, government, and Crown Corporations. She is also a Certified Solutions Provider for VirtualCEO, a web-based organizational assessment tool. In addition, she is a skilled facilitator and communicator, a Myers-Briggs leader, and an experienced project manager.
Carey has over 35 years of experience in behavioural psychotherapy and forensic assessments and over 18 years in large consulting organizations. He has blended his insights and knowledge of people and business consulting experience to provide expertise in developing the strategic as well as the tactical implementation of processes around multi-national, large-scale and complex people management initiatives. He has worked in several public, private and crown corporation environments throughout North America, Europe and Asia.
As a business leader, Carey co-founded PSS, an organizational consulting company that was acquired by Deloitte Consulting in 1996. He also founded Pulvermacher, Stevens and Shack, Clinical and Consulting Psychologists, which was acquired by a public company that aggregated non-medical clinical services. As a Deloitte Consultant for 15 years, he spent the last 5 years as their Canadian Change Management Practice Leader. Subsequent to that he held the position of National Change Management Director at the Hay Group. Carey then held the position of General Manager of Corporate Leadership and Executive Development at Canada Post Corporation, where he was responsible for leadership development, enterprise-wide assessment strategies, and succession planning and talent management for the “Top 400.” Many of his initiatives continue to flourish to this day.
Carey has over 35 years of experience in executive coaching and providing advisory support to some of the world’s top organizations. They include Lucent Technologies, Avaya Communications, Global Crossing, Deloitte Consulting, Parmalat, Irving Oil, Bell Canada and US Cellular. Within the public sector, Carey has provided leadership development and executive coaching to CATSA, Canadian Mint, Canada Post, CBSA, CIC, Public Service Commissions and the Treasury Board Secretariat.
Carey has published and conducts seminars in the area of the development of morality and ethics, a long-time interest and the subject of his Ph.D. thesis. He has been recently accredited as a Certified Fraud Examiner (CFE).
An accomplished customer service, marketing and operations professional with success in start-up, turn-around and rapid growth situations, Sharon has provided full-service customer experience consulting services specializing in sales and customer service since 1998.
With proven success in identifying key opportunities for growth and revenue improvement, Sharon has worked with a wide-range of companies covering financial services, telecommunications, utilities, ecommerce, advertising and travel industries helping them achieve both revenue and NPS results during periods of tremendous change and growth.
As President and Chief Experience Officer of VereQuest, Sharon’s team of highly specialized coaches (in 2011 alone) evaluated over 70,000 customer interactions for over 20 lines of business involving 5,000 individual sales/service representatives. Sharon has conducted full audits of a number of onshore and offshore, internal and outsourced business units, end-to-end, from technology and processes through to recruiting, training and performance management — with immediate results. Most notably, over a two-year period, Sharon mapped the entire customer experience for three Canada Post divisions. In 2011/2012, 100% of VereQuest customers would recommend their services to a friend or colleague.
VereQuest has developed a variety of proprietary technologies in support of customer experience monitoring and in-market message/offer testing and is currently launching a Customer Experience online training program (the “Check-up™”).
Kurt R. Hofmeister holds a BSME from Michigan State University and for eight years had been the Director of Quality Function Deployment (QFD) at the American Supplier Institute. He was in charge of program direction, course content, material improvements, instructor delivery and certification. For the past fifteen years, Mr. Hofmeister has been pursuing many quality-related interests including Six Sigma and DFSS (Design for Six Sigma).
Kurt is an international expert in the “Voice of the Customer” (VOC), Design for Six Sigma (DFSS) and Quality Function Deployment, having led many projects at Nestlé-Purina, SC Johnson, Kimberly-Clark, Ford Motor Company, Mercury Marine, Cinergy, Tennessee Valley Authority (TVA), GE Plastics, Hewlett-Packard, GTE Service Operations, M&M/Mars, Nortel, Texas Instruments, Hercules (chemical industry), Cabot Corporation (carbon black), General Tire, Milliken & Company, Abbott Laboratories, Coca-Cola, Bobcat (makers of the Bobcat skid-steer loader), McDonald’s, and the Ritz-Carlton. He has assisted in the training and implementation for over 200 companies worldwide.
Kurt specializes in applications for service and process-intensive companies. He has developed specific quality management models for a wide variety of industries including food, continuous/batch process industries, service industries, and assembled product industries. Of particular noteworthiness, Mr. Hofmeister developed the Pre-Planning Matrix Concept, now widely used to streamline the Quality Function Deployment process and quickly focus a team’s energy on critical company issues.
Cindy Gorelle is a highly accomplished senior HR Executive, certified Executive Coach, trained Facilitator and HR Business Consultant with over 25 years of employment experience with leading Canadian and global companies including Symcor, Purolator, Esso, CIBC and GE. She is President of Gorelle Consulting Inc., an executive coaching and HR business consulting firm that specializes in strategies and actions that produce extraordinary results.
As a senior HR Executive, Advisor and Coach, Cindy has worked with CEOs and leadership teams to lead and manage change, drive employee engagement, and improve leadership effectiveness, customer satisfaction and organizational as well as individual performance. She has a proven track record for building strong, diverse teams that deliver results, and has been instrumental in developing contemporary HR and business leaders in top organizations.
While at GE, Cindy twice received the prestigious GE Capital Pinnacle award, presented to the highest global performers. She took the Advanced HR Leadership Development program at GE Crotonville, New York, and is a Six Sigma Black Belt. Cindy is also a graduate of GE Capital’s Advanced Facilitation and Leadership Network and is a trained Executive Facilitator.
Cindy holds two degrees from Queen’s University, a BA Honours in Economics and a Master of Industrial Relations. She has served two terms on the Advisory Council for the School of Policy Studies at Queen’s University. Cindy, a certified Executive Coach, is also a graduate of Royal Roads University’s Executive Coaching Program, which is an accredited training program of the International Coach Federation, of which she is a member. She also has a Certified Human Resources Professional designation.
Brent Mondoux is an entrepreneur, seasoned investor, social media celebrity, and accomplished business leader. As CEO of N-VisionIT throughout its 14-year history, Brent has built a wealth of knowledge and experience in business and finance.
Through his energetic and passionate “straight shooter” approach, Brent leads a team of experts and works directly with clients to push them towards business success, with a particular focus on online success through the design, development and marketing expertise of N-VisionIT Interactive. Brent extends this success further into the community through his involvement with charitable organizations such as SKIP-AID and Valerie’s Flutter Foundation.
Brent has amassed fans on various social networks that follow his online activities, which include useful and entertaining blog posts that have been featured on high-profile websites such as Digg.com. Through webinars, training and consulting, Brent’s expertise fuels the social media efforts of organizations across Canada and the United States.
Under Brent’s leadership, N-VisionIT Interactive was named one of the “Top 25 Up and Comers” in the Canadian Technology Sector by Ottawa-based eBusiness Consulting firm The Branham Group in 2002 and 2004. In 2003, N-VisionIT was named one of PROFIT Magazine’s fourth annual “HOT 50” companies, a ranking of Canada’s fastest growing companies. In 2013, N-VisionIT was named Canada’s Best Android Development Company by Best Web Design Agencies and earned a finalist position for the “Ottawa Business Achievement Awards – 2012 Professional Services of the Year.” Brent’s business success has earned him an “Ottawa Business Journal and Ottawa Chamber of Commerce – 2013 Forty Under 40 Award” as well as an Assistant Directorship with the Exploriem Entrepreneur Network.
Brent’s entrepreneurial efforts also include investing in a variety of ways, including the creation of a real-estate investment firm Amplified Investments along with N-VisionIT co-owner Reid Ivens. The firm has experienced explosive growth in its early years and will no doubt flourish under Brent and Reid’s leadership.
Kari Ferlatte has been working as a strategic business consultant for over 10 years and has assisted numerous organizations with large-scale business transformation projects.
With a specialization in customer value management and customer experience management, Kari has assisted Canada Post, Export Development Canada and Entrust Inc. with the design, implementation and evaluation of customer experience programs.
Change management is a critical element of many business transformation projects. Kari brings a wealth of experience in this domain. She recently has worked with Public Private Partnerships Canada and PWGSC as a Change Management Specialist for enterprise-wide Information Management Solutions.
She has also assisted the Bank of Canada, Environment Canada, Health Canada and Export Development Canada with strategic corporate planning, communications and outreach.
As a complement to her expertise in business transformation and customer experience, Kari has worked on many strategic market research, marketing and workshop facilitation projects for various clients across diverse channels and sectors; including Purolator, the Public Health Agency of Canada, the City of Ottawa, the Government of Nunavut, Coca-Cola, Clean Air Champions, the United States Postal Service and those named above.
Dan Tapp is an accomplished marketing professional with over 15 years experience in market segmentation, customer acquisition and database marketing. His experience ranges from business intelligence, competitive intelligence, financial modelling, market and customer segmentation, product and program management, and market development. These disciplines have been applied in large multi-million dollar customer, competitive and marketplace applications.
Throughout his career, Dan has designed and managed all facets of business intelligence, competitive and market analytics, market development, benchmarking and customer analysis. This entailed industry segmentation, market and competitive analysis for the annual strategic plan of a billion-dollar parcels business. Dan developed competitive intelligence reporting to communicate to sales, product management, lines of business and senior executives to help them make informed strategic market decisions.
Dan has also assisted in building annual marketing plans, strategic directions and visions. Contributions include building strategies, segmentation, targeting, market analysis, forecasting and key performance indicators. Furthermore, he developed segmentation strategies for marketing programs designed to build new business, grow program revenues and improve customer value.
Andrée Paige is a professional writer and corporate communications specialist whose career spans more than 20 years working in the private and public sectors, through communications networks and as a business owner. Working in English or French, her expertise includes C-suite/executive-level counsel, change management, crisis communications, corporate ghostwriting and copywriting, editing and proofing, production and publication, event management and communications outreach initiatives.
Over the years, Andrée’s writing and communications skills have been integrated into the following industries: private security, electricity, solar energy, construction management, equipment leasing and finance, advertising, marketing, training, education, health and fitness. She has primarily been hired by private enterprises and not-for-profit corporations, but has also worked on projects with all levels of government, national organizations and associations, veteran and military communities, and various volunteer and community groups.
Andrée has interviewed, profiled or advised hundreds of business, political and community leaders as well as their executive teams, employees, clients, vendors and affiliates—helping her clients grow (or repair) their public reputations, advance their business objectives, respond to crises, build stronger employee and client relationships, launch new programs and services, as well as win contracts and awards.
To support full-scale projects, Andrée has grown a trusted network of partners that include: other communications consultants and writers, social media and media relations professionals, search engine marketing and B2B marketing experts, customer value and experience management specialists, webmasters, graphic designers, printers, virtual assistants, minute-takers and translators.
Whether it’s supporting her clients or managing her network, Andrée has earned a reputation for being reliable, resourceful, energetic and meticulous in her attention to detail. She has a clear sense of what needs to be done, where she needs to lead her teams, and what it takes to achieve her deliverables on time and on budget.
Marc-André Leduc is a skilled and specialized qualitative researcher. He has moderated over 3,000 focus groups, triads and in-depth interviews to date, bringing a strong sense of curiosity wrapped in a strategic approach to all projects.
Before starting his own consulting company, Marc-André spent the last decade with a leading Canadian qualitative research company where he was Vice President and managed a diverse portfolio of clients. He moderates qualitative sessions in a wide variety of categories including gaming, financial services, automotive, telecommunication as well as medical and pharmaceutical.
His strong people skills and group management philosophy allow for all respondents to feel comfortable sharing with him: consumers/general public of all ages as well as business professionals, doctors and patients feel compelled to share with Marc-André their most intimate thoughts and feelings regardless of the topic. He has extensive experience in communication, creative/concept assessment and optimization, brand positioning, website evaluation, new product and service development, and has a special interest in exploratory methods.
Marc-André is a bilingual Francophone who moderates in French as well as in English. He is very quick to understand research objectives and adapts easily to various methods. He quickly understands exactly what the issues are and brings a strong understanding of the Quebec culture and customs to his analysis. This is a benefit, especially when French groups are required to supplement a broader research initiative.
JoAnna Brandi is the Publisher of The Customer Care Coach®, a weekly self-study leadership training program in the “The Art and Science of Exquisite Customer Care,” as well as “Monday Morning Motivation,” a tool to keep employees focused on keeping customers happy.
President of JoAnna Brandi & Company since 1990, she is a consultant, a public speaker and the author of two books on customer loyalty: Winning at Customer Retention, 101 Ways to Keep ‘em Happy, Keep ‘em Loyal and Keep ‘em Coming Back and Building Customer Loyalty – 21 Essential Elements in Action. She is also the author of a gift book on positive thinking: 54 Ways to Stay Positive in a Changing, Challenging and Sometimes Negative World.
Joanna is a contributing author to Best Practices in Customer Service and the Inc. Complete Guide to Superior Customer Service. She has served on the adjunct faculties of the University of Wisconsin (Madison) and the Graduate School of Banking; she has also served on the founding faculty of EwomenNetwork.com.
She is a graduate of Dr. Martin Seligman’s Authentic Happiness Coaching program – one of only 850 trained worldwide, and is a founding member of Positive Workplace International. She is certified in Neuro Linguistics Programming, The Art of Empowerment, and has studied Applied Creative Thinking as well as Positive Psychology. Her free bi-weekly newsletter delivers insight and wisdom on creating positive, customer caring cultures to thousands of people worldwide for the last 17 years.
JoAnna serves a diverse group of clients in a number of different capacities – in large companies and small alike. Working as a resource for TEC/Vistage, an international organization of CEOs for over 12 years, JoAnna has coached, consulted and served as the “Chief Inspiration Officer” for CEOs, their executives and staffs nationwide. She is a highly-rated speaker at conferences all over North America.
In her workshops and keynotes she motivates entire organizations to get passionate about customers and raise their “Positivity Ratios” at the same time. She uses email, telephone classes and video to keep her inspiring message and practical how-tos in the forefront of minds of the leaders and customer-facing employees. She specializes in creating more positive strengths-based workplaces where employees are motivated and customers are happy and loyal. She teaches Customer Loyalty and Positive Leadership.
Bill Smalley is an international consultant, trainer, and keynote speaker and is President and CEO of Route Five International Inc. (RFI), a consulting and training firm that helps companies improve performance of the marketing and sales process. Bill is an award-winning professional with over 30 years of experience in business strategy, marketing, and domestic and international sales. He has won millions of dollars in new business in his career and he is the author of “The Art of Business Development,” a two-day course in professional business development.
Bill has held management positions with Canadian Gypsum Company, United States Gypsum International Division, Mediacom (Canada’s largest outdoor advertising Company), LePage Ltd., (Div. of Heinkel Canada), Certain Teed Corporation, Gall Advertising, and IDC Telecommunications Canada Inc. His international experience includes business development work primarily in the Middle East (Saudi Arabia and the United Arab Emirates).
As a contract executive and consultant, he has managed exclusive marketing licences with the Canadian Olympic Committee, the Canadian Football League, and Earth Day Canada, and he has worked with Air Canada, McDonald’s, Ford, Sunquest Travel, and Konica Minolta. He has delivered keynote seminars and training to a diverse client base including Aliant, John Deere, Timberland Canada, AMJ Campbell Van Lines, TD Waterhouse, Scotia McLeod, Miller Thompson LLP, Canada Mortgage and Housing Corporation, Royal Sun Alliance Insurance, Canship Ugland, and Ducks Unlimited Canada.
Bill has served on the Marketing Advisory Committees of Humber College, The Canadian Outward Bound Wilderness School and Theatre Ontario. A former member of the Canadian Army Reserve (Infantry) he maintains a lifelong interest in military history and strategy and continually finds relevant applications for business situations. He holds a Bachelor of Arts degree in Social Sciences from the University of Western Ontario, an Executive MBA (with a first in class in marketing) from the Rotman School of Management, University of Toronto, and a Certified Sales Professional Rating (with distinction) from the Canadian Professional Sales Association.
Noémi Berlus is a bilingual management consultant and entrepreneur with 15 years of experience in strategy development, organizational redesign, cost management, project management, new business development and product management. An associate at Mercer Management Consulting (now Oliver Wyman) from 1998 to 2003, she has worked with Fortune 500 companies across North America and Europe in various industries including software, financial services, retail, transportation and utilities. Winner of Quebec’s Angel Investment Challenge for Best Startup in 2003, she founded and is CEO of Alphakid Inc., an online web company that creates and ships print-on demand products worldwide. While managing her business, she continues consulting to small and big businesses alike thereby indulging her passion for improving performance and solving difficult problems. In 2011, she founded Berlus Consulting where she conducts executive meeting facilitation focused on organization strategy and redesign.
Theresa Whalen is an entrepreneur, seasoned media manager and accomplished public relations practitioner. Theresa is the heart and soul of FYI Creative Communication – a public relations and communications consulting firm specializing in organizational planning, communications and media management. Theresa has an exceptional record of working with her clientele to deliver on key strategic objectives. She achieves this by creating and executing communication strategies which truly resonate with key audiences and compel them to action. By employing a full range of vehicles and tactics, she knows there is no limit to what can be accomplished for her clients.
In her 25-plus years of experience, Theresa has worked with a broad spectrum of industry sectors including government, not-for-profits, multi-national corporations and private enterprises, both domestic and international. She has run numerous national media campaigns, media and promotional events, as well as branding exercises and conducted full-scale project management. She shines at crisis communications, lobbying, international development and emergency preparedness and response planning. Her work has been recognized with numerous national and international awards.
On the academic front, Theresa is a believer in life-long learning as demonstrated with her diplomas in Public Relations and as a Legal Assistant; certification in Occupational Health and Safety; she is a graduate of the University of Guelph’s Advanced Agricultural Leadership Program; has completed a Bachelor of Arts with a Minor in Communications at the University of Ottawa and is currently working on a Honours Public Relations degree.
Theresa has traveled extensively (25 countries and still counting, on every continent), which has given her a well-developed understanding and appreciation for cross-cultural diversity and how to bridge those cultures in the business environment. These diverse educational and life experiences have given Theresa a wealth of knowledge, in addition to a large network of colleagues around the globe.