Summary
Overview
Work History
Professional Development
Timeline
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Adam Willson

Peterborough,,Ontario

Summary

As an accomplished senior operational support leader, I have a successful history of managing and directing technical teams, implementing and maintaining IT infrastructure, and providing exceptional customer service. With demonstrated expertise in strategic planning, forecasting, incident response, and vendor management, I am passionate about cultivating an environment that prioritizes people and culture, where teams feel inspired and empowered to achieve their best.

Overview

16
16
years of professional experience

Work History

Director of Operations, Customer Experience

1Password
Toronto, Ontartio
05.2023 - 02.2025
  • Established CX Ops team, scaling to over 25 members for strategic execution across department
  • Structured operations around three core functions: PMO, L&D, and K&T to enhance efficiency
  • Launched AI chatbot, significantly increasing customer deflection rates and reducing support volume by 25%
  • Integrated AI-driven CRM, eliminating legacy platforms and centralizing customer data in corporate data lake
  • Led CX PMO to deliver high-impact initiatives with consistent visibility and alignment across departments
  • Optimized onboarding, training, and development processes through targeted L&D strategies for team growth
  • Facilitated cross-functional collaboration by implementing streamlined workflows within CX department
  • Enhanced operational effectiveness by leveraging automation tools within K&T function

Director of IT Support

Cactus Restaurants Ltd.
Toronto, Ontario
09.2021 - 05.2023
  • Restructured IT department to ensure consistent support across varying project demands.
    Aligned IT Support strategy with organizational objectives, promoting operational efficiency and growth
  • Led post-pandemic return-to-office plan, successfully managing transition with minimal disruption
  • Merged communication channels into a single platform, significantly boosting responsiveness and productivity
  • Oversaw performance management and career development of team members, ensuring readiness for key roles.

Customer Support Manager

1Password
Toronto, Ontario
01.2018 - 08.2021
  • Directed and coordinated four remote support teams, prioritizing tasks based on workload and expertise
  • Achieved 57% reduction in Average First Response rate, significantly improving customer satisfaction
  • Designed and implemented onboarding process for new Customer Support Associates, successfully hiring over 45 employees
  • Mentored Managers and Supervisors through regular one-on-ones, addressing individual needs and quality standards

Volunteer Telephone Operator

Telecare Distress Centre
Peterborough, Ontario
10.2017 - 03.2020
  • Completed certification program for suicide hotline, showcasing crisis intervention expertise
  • Cultivated supportive relationships with callers, fostering trust and validation for individuals in distress
  • Demonstrated non-judgmental empathy to respect callers' rights during interactions
  • Provided essential support and consultation to callers in crisis while maintaining confidentiality

Director of Support Services

Squirrel Systems Inc
Vancouver, British Columbia
12.2008 - 10.2017
  • Managed multi-million-dollar operational budget for 40+ seat call center, optimizing resource allocation and enhancing business operations
  • Implemented cost-saving measures achieving 20% annual reduction in departmental spending, yielding significant savings
  • Introduced tiered support contracts, boosting revenue growth and increasing overall profitability
  • Achieved over nine monthly Net Promoter Score by enhancing customer satisfaction through call quality management and training initiatives
  • Focused on workforce planning, reducing turnover by seven percent while establishing quarterly objectives for leadership team
  • Promoted trust and accountability within team through honest communication and transparency during strategy planning sessions

Professional Development

  • Blue Coat Certified Proxy Administrator
  • Blue Coat Certified Proxy Professional
  • Canada's anti-spam legislation (CASL)
  • Human Resources and Legislation update seminars from Bull Housser
  • BlueCat Adonis DNS Certification
  • McAfee Product Certification Attendee
  • Panel member for BC Contact Centre Association workshops
  • Mental Health First Aid Certified

Timeline

Director of Operations, Customer Experience

1Password
05.2023 - 02.2025

Director of IT Support

Cactus Restaurants Ltd.
09.2021 - 05.2023

Customer Support Manager

1Password
01.2018 - 08.2021

Volunteer Telephone Operator

Telecare Distress Centre
10.2017 - 03.2020

Director of Support Services

Squirrel Systems Inc
12.2008 - 10.2017

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Adam Willson