Advisory & Executive Board

Advisory & Executive Board

Meet our trusted Advisory and Executive Board Members.

Allison Patterson VP, Member & Student Experience, CPA Ontario With more than 20 years of consulting experience, Allison has led multi-functional teams through complex projects and deliverables in different sectors including accounting and pharmaceuticals.
Andree Gosselin-O'Meara VP, Customer Support, ecobee Customer Service is a passion. After many years in digital product support, product management, audience and business development and business strategy, Andrée uses her knowledge of the business to focus on achieving high standards of service.
Andrew Pryse Senior Director of Imperial Service Direct, CIBC Andrew Pryse is the director of the CIBC Toronto Customer contact center and has been a member of the CSPN advisory council since 2013. He has over 30 years’ experience in customers service and 15 years in the contact center business currently leading a team of 450 employees.
Asteway Desta Senior Director , Customer Service, DHL Express Canada Asteway Desta is the Senior Director of Brokerage for DHL Express Canada. Originally from Ethiopia, Asteway brings 13 years of senior leadership experience in various functions including sales, general management, customer service and operations spanning 5 countries.
Bobby Floujeh Function Point With over 15 years of progressive customer service experience in leading software organizations leading teams spanning the Americas and Europe. As a transformational leader he has found the greatest importance in customer service is always improving the customer experience.
Bonnie Munslow Manager, Customer Services, Town of Newmarket As a member of the Senior Management team, Bonnie is the Manager of Corporate Customer Service and represents the voice of the customer for all Town wide customer interactions, through all channels.
Charley Butler Senior Managing Director Member Services, Ontario Teachers Pension Plan Charley is a transformational leader with a passion for building and working with high performing teams. She has nearly two decades experience in leading contact centres, managing transformational change programmes and driving innovation in customer experiences.
Christian Spencer SVP, Enterprise Growth, Bill Gosling Outsourcing Chris is currently the SVP, Enterprise Growth at Bill Gosling Outsourcing; an iconic global company most recognized and trusted in the Customer Care, Accounts Receivable Management and BPO Technology solutions.
Cynthia Hill VP, Customer Experience, CH Consulting Group Inc. Cynthia Hill is a passionate, dynamic leader who has helped shape Customer Experience for the last 30 years. She has worked within the automotive, travel and telecom industries where she was instrumental in driving customer loyalty while balancing the realities of the organization’s business needs.
Desmond Nair General Manager, Business Applications, Microsoft Passionate about people and technology. Making a difference one step at a time.
Eram Uddin Global Vice President, Customer Experience & Success, FleetComplete A step-mother of three, my first love is my family. The very close second is my career as a well-rounded, strategy-driven Sr Business leader focused on improving customer experience, strengthening employee engagement and achieving remarkable results.
Eric Esguerra VP, Customer Service & Operations, Miele Canada Eric Esguerra graduated from York University with a double major in Sociology and Social Science and has been in the Customer Service industry for over 24 years. He has held numerous progressive management roles amongst companies such as Sprint Canada, and Rogers Telecommunications.
Jason Bedford Director of Customer Service, Hubbell Canada Jason Bedford is the Director of Customer Service at Hubbell Canada. He is an accomplished contact centre senior leader with over 18 years of experience in managing peak performing teams and spearheading continuous improvement projects that positively impact customer satisfaction.
Lawrence Levinson Director, Customer Experience, Bureau Veritas Lawrence is people-first, customer-centric & metric-oriented with 20 years of multinational B2B/B2C leadership experience in the environmental, O&G, mining & agri-food industries. He has driven growth through financial performance in Business & Strategic Development, CX, Sales, Loyalty, Marketing.
Lilliette Davidson Vice President, Business Management & Development, Ontario Pharmacists Association As a multi-faceted high-performance business leader, Lilliette Davidson has spent 17 years working in the Canadian healthcare services, medical laboratory and diagnostics services industry for McKesson Canada, LifeLabs Medical Laboratory Services, CML Healthcare and Dynacare.
Lisa Frank Director, Service Excellence, LeGrand Lisa joined Legrand in 1989 and had advanced through various leadership assignments in Operations, Marketing and Business Development, leading to her current position. Lisa is responsible for defining and executing the Service Strategy in Canada and providing leadership across North America.
Mary Barbieri Director, Operations & Customer Care, Shoppers Speciality Health Network Director of Operations offering over 25 years of directing a wide range of organizational programs, operations, customer service excellence and activities on a national scale within the healthcare environment.
Maureen Russolo Regional Director of Operations, Paramed Maureen has deep expertise in the areas of business transformation, customer experience management, continuous improvement, escalated complaints management, customer journey-mapping, change management, contact center and self-service enhancements and digital engagement.
Mike Cooling Director, Customer Care, Purolator As Director of Customer Care, Mike leads the company’s customer support department made up of a team of 400 customer service professionals. The team works from Purolator’s Contact Centre location in Moncton, N.B. and is responsible for all inbound calls, Live Chat, social media and other functions.
Monique Binder Director, Guest Experience, Cineplex
Nadia Elliott Senior Manager, Customer Experience, Genesis Motors Canada An accomplished, energetic and passionate leader with over 20 years’ experience in operational management, committed to quality, service and success of an organization.
Nancy Omran VP, Customer Experience, Empire Communities Nancy is responsible for developing and executing Empire’s customer-centric experience vision and strategy, driving alignment across the organization to promote a consistent and exceptional CX and fostering a culture of continuous improvement.
Nathalie McLeod National Contact Centre Manager, Miele Canada
Nick Kossovan Call Centre Manager, GFL Environmental Inc. Nick is a bilingual (French) call centre management professional with wide-ranging experience and a few guiding core beliefs. My drive is to create great call centres, provide customer service that’s a competitive differentiator and maximize revenue generation.
Patrick Louis Director, Customer Experience, Canada Goose Patrick is a passionate and successful B2B and B2C executive with extensive experience in sales and customer service in insurance and banking, waste management and hospitality industries.
Paul McKenzie Product Line Sales Manager, ServiceNow
Rita Toporowski Vice President Customer Experience, Via Rail Canada Rita joined VIA Rail in November 2014, as General Manager for Central Canada. In this capacity, she oversees all employees and activities related to customer service in stations and on board trains in her region.
Roger Pugsley President, Pugsley CX Consulting Roger has been a Customer Experience practitioner since becoming Net Promoter certified by Satmetrix in 2009. Many of his leading edge and innovative CX initiatives have received recognition and coverage in research and white papers by leading organizations.
Ross Dudek Independent
Sal Caggiula Director, Customer Service, adidas Canada Sal has over 25 years of experience in consumer sales, marketing and customer experience management. He is currently employed at adidas Canada as Director, Customer Service leading a team servicing their wholesale business and consumer warranty.
Sara Schmidt Sr. Manager, Corporate Initiatives & Strategic Priorities, Agriculture Financial Services Corporation (AFSC) Sara is an architect of change, developing and implementing successful strategic client experience initiatives that drive transformational culture change in the public and private sectors.
Stacey Randell Head of Operations, SNAP Financial Group With over 15 years of experience in business development and operations management, Stacey leads North American operations teams with a primary focus on customer experience, technical systems support and project management.
Teresa Panico Manager, Contact Centre, The Regional Municipality of York As Manager of Access York, providing an exceptional customer service experience by meeting our KPI's and ensuring that policy, protocols guidelines and legislation are adhered to is paramount.
Tom Braun General Manager, Customer Service, ArcelorMittal Dofasco One of his primary objectives is to ensure his organization has a focus on the external customer. His team of CSRs are responsible for providing exceptional service to a broad range of customers by exhibiting the iconic motto.

Consultants & Trainers


CSPN’s network of national consultants and trainers are experienced professionals with a passion and commitment to driving excellence in customer and employee experience.

The CSPN Team


Meet the core CSPN team. Curious, Creative, and Collaborative, we love making an innovative impact on the business world, one customer and employee experience at a time.