“I came to Optima in 2013 for the purpose of setting up our first office in Quebec. Optima’s senior management at the time said I was ‘uniquely qualified’ for the role. I was never quite sure about that comment, but years later, it looks like they were absolutely right!

My education was in math and computer science. My first real 'career role' was with Air Canada, where I got to use my technical background in a customer service environment. This was a time when many companies were starting to digitize their systems. My team developed and launched the airline’s first customer messaging platform for Aeroplan. That lead to roles where I planned, launched and managed Air Canada’s call centers in North America, Europe and the Middle East. After Air Canada, there were interesting contact-center-related roles in the healthcare and not-for-profit sectors. What I learned from these experiences was resource planning, operations, and of course, customer service in different business models.

I then began my journey here at Optima in 2013. Optima's first client serviced in the Montreal office was in the financial sector. Optima gave me the opportunity to exercise all of my past experiences as I oversaw the service side of the business in Quebec, the facilities here in Quebec, and I got to play a role in different parts of our business, such as working with recruitment, human resources and even IT! Through the years, we have seen the Montreal Optima location grow in size and have been able to create a strong footprint here in Quebec.

Is my background unique? I’m not convinced, but everyone I work with seems to tell me otherwise! One thing is for certain, something is working well for Optima here in Montreal, and it’s good to be someone who plays a key part of it.”