Advisory & Executive Board

Advisory & Executive Board

Meet our trusted Advisory and Executive Board Members.

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 CIBC ISI Contact Centre, 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.
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.
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 Digital Marketing, Hubbell Canada Jason Bedford is the Director of Digital Marketing 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.
Kevin Neild Chief Customer Officer and Senior Vice President of IT, Metergy Solutions Inc. Kevin is an Operations and IT Executive and has a winning track record of leading and developing diverse teams. He is passionate about using innovative technology to help enable enjoyable customer experiences and ensuring businesses achieve competitive advantages. He has been working with CSPN since 2016.
Kiersten Kelly Director, Customer Experience - Healthcare, VitalAire Healthcare
Lawrence Levinson Director, Wave Advisors at Wave HQ 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 Senior Director, Sales Operations & Customer Service, Staples Professional Lilliette Davidson has spent over 15 years leading in a variety of industries from pharmaceutical, healthcare and life sciences, to fitness, retail and manufacturing. Reporting to the President, currently, she is Senior Director, Sales Operations & Customer Service with Staples Professional.
Marion Polaud VP – Customer Service, DHL Express Canada Marion has been with DHL Express for over 14 years, 10 of which here in Canada. A native of France, Marion calls Canada home since 2009 and has held over the years several positions of increasing responsibility at DHL.
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 Vice President, Customer Experience, The Cogsdale Corporation 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
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.
Nancy Ortenburg Head, Marketing and Customer Experience, Toronto Transit Commission (TTC)
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
Rebeca Lopez Senior Director, Customer Success, ZucoraHome Experienced Performance Coach with a demonstrated history of working in the consumer services industry. Skilled in Negotiation, Business Planning, Customer Service, Coaching, and Sales. Strong media and communication professional with an Executive Business Administration Diploma focused in Business Administration & Management.
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
Stacey Randell VP of Operations, Abode Financial 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

Dolly Konzelmann
Jessica Cryer
David Singh
Christine Ramballi
Corey Atkinson
Shawn Ashley

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.