Penny is SVP of Residential Servicing at MCAP Service Corporation (https://www.mcap.com/ ), Canada’s largest independent Mortgage Finance Company. An operations executive with over 30 years of high achievement in the service industry, her bias for service excellence resulted in two successive Contact Centre Employer of Choice ‘Gold’ awards.
Penny is passionate about social justice and has been involved in fundraising for charities working to free people caught in human trafficking. She was recognized as CMP Magazine’s “Woman of Influence” and is also a co-author of the Amazon #1 bestselling leadership book, "Called to Action."
Senior Strategy Manager, TELUS
Recently semi-retired, Kim is now a Senior Strategy Manager at TELUS working on all things engagement. Prior to this she was the Director of Technical Support and Client Account Management in Mobility Operations at TELUS. During her 18 years at TELUS she has held various roles including Operations Manager of the Barrie Call Centre, Program Manager, Director roles for Client Care, CAM and Director, Team Alberta Mobility Operations. She is a passionate member of the Barrie Community Ambassadors Executive, a member of the TELUS Community Board and enjoys giving back to the community at every opportunity. Mom to 2 beautiful daughters, grandma to 3 beautiful dogs, she enjoys travelling with her partner Ken and working through her bucket list.
Sr. Director, Shared Services, MCAP Service Corporation
Victoria has worked in the mortgage industry for over 20 years and has 15+ years of leadership experience. She has had the privilege of working for MCAP, Canada’s largest independent Mortgage Finance Company, for the past 17 years where she has worked in various roles and areas of the business. In her current role she is responsible for supporting and managing operational initiatives by collaborating with stakeholders across the organization to drive the successful completion of tactical and strategic projects. Her favourite thing about MCAP is the people. She loves connecting with people and learning as much as she can from everyone she interacts with. Victoria’s journey at MCAP has taught her that with a great team and hard work, extraordinary results can be achieved. Working with her colleagues and team members is what drives her and motivates her each and every day. Victoria has led GTACC’s Backpack Challenge at MCAP for the past two years, which has been a wonderful experience. Giving back to the community is something Victoria is passionate about and having the opportunity to be involved in the backpack campaign is something she is very thankful for. Outside of work Victoria enjoys spending time with her family, being active, going to the beach, watching movies, and spending time outdoors.
Regional Sales Manager, Activeo
As a cancer survivor, I am extremely good at one thing. I genuinely care for others. Also, I am a sales specialist & contact center consultant who has successfully helped organizations in North America achieve their goals, increase productivity, and enhance their customer's experience by uncovering areas of friction in their processes.
VP Marketing, ProcedureFlow
Stephanie is a VP Marketing at ProcedureFlow. She has over 15 years of marketing experience in a variety of industries including education and technology. One of Stephanie's favorite things to do is give back. She loves supporting initiatives that help underprivileged kids and newcomers to Canada. In 2021, Stephanie joined the GTACC backpack initiative, which provides school supplies and essential items to children in the Greater Toronto Area. Stephanie is especially passionate about bringing more equity into business. Her personal mission is to create opportunities for everyone, regardless of their background or circumstances.
VP of Customer Care, Ontario Lottery & Gaming Corporation
Annmarie Greer is VP of Customer Care at OLG (https://www.olg.ca) Ontario Lottery & Gaming Corporation, which gives 100% of its proceeds to Ontarians. Annmarie has over 20 years of Senior Leadership in the Contact Centre Industry. As a passionate advocate of both the customer and employee, she builds customer-centric cultures, strong partnerships & leadership teams to create winning outcomes. Annmarie is passionate about giving back to the community, empowering and supporting individuals in achieving their professional and personal goals. She works with non-profit organizations to help women, newcomers to Canada and recent graduates. She is thrilled to be part of the backpack campaign providing children in need with supplies that could help them to thrive.
Managing Director, Infinite Media / InfiniteKM
InfiniteKM was founded in 1994. Brad’s creative vision has been instrumental in consulting and implementing innovative solutions that enable brands the ability to deliver consistent, compliant customer experiences across all channels. After studying at the postgraduate level at an Apple Computer Design Center, Brad provided Marketing, Sales and Learning solutions deployed with Operations and IT teams to a variety of Fortune 500 clients in highly regulated industries such as Financial Services, Healthcare, Automotive and Wireless. Client experiences have led to the further consulting and deployment of performance enhancing knowledge solutions integrating existing infrastructure such as Microsoft, Salesforce, Oracle and SAP. With the belief that engaging teams is the best way to ensure customer experiences are a competitive advantage, Brad and the InfiniteKM team are always available to “catch up” to review how to “sell more and service better”.