Summary
Overview
Work History
Education
Skills
Websites
Accomplishments
Community Contributions
Associations
Languages
Certification
Timeline
Generic

CAL MISENER

Nanaimo,BC

Summary

A highly personable, results-driven, and dynamic coach, consultant, mentor and author. Over 25 years of relational leadership experience, from mentoring emerging leaders, to coaching C-suite executives.


Developed leadership strategies as outlined in my book "The Freedom Framework" demonstrating how to catapult the potential of a team and build a world class culture by unlocking the potential of individual team members.

Overview

22
22
years of professional experience
1
1
Certification

Work History

Director – TELUS/Activo Cultural Development

Activo
10.2022 - Current
  • Provide Executive Coaching for Senior Leadership Team
  • Mentor emerging leaders creating leadership bench strength for the future
  • Responsible for elevating the culture of the entire Activo organization (350 employees + 400 partner team members) as well as managing the business relationship between TELUS and Activo serving TELUS large enterprise clients
  • Introduced coaching for leaders within the Activo organization in order to drive team performance
  • Introduced Culture Index survey in order to measure key cultural indicators across organization and create Cultural Action Plan for entire company
  • Manage a $10M business portfolio by leveraging key relationships across the entire TELUS organization
  • Responsible for Activo Reconciliation Action Plan
  • Champion for Indigenous Cultural Safety training at Activo.

Chief Happiness Officer, People & Culture Consultant

High Performance Culture
01.2016 - Current
  • Coaching executives be become better coaches and leaders
  • Support emerging leaderships to grow their people leadership skills
  • Kick started a thriving People & Culture Consultancy firm, helping leaders build winning cultures and high performing teams by ensuring they have the right people in the right roles doing work they love
  • Perform assessment of current people practices, jointly develop Strategic People & Culture Plan
  • Propelling leaders to create winning cultures and unlock the potential of their teams by ensuring they have the right people in the right roles doing work they love
  • Facilitate a variety of leadership workshops such as: Leadership 101, Tough Conversations, EQ for Leaders, Workplace Happiness,

Manager of Operations, Customer Solutions Delivery

TELUS
01.2019 - 01.2022
  • Provide coaching and mentorship to leadership team
  • Foster new leadership talent within broader team
  • Directly managed the Customer Service Delivery Team, compromised of 4 managers, 70+ team members, responsible for planning and deploying work for 1300 TELUS Field Technicians in Western Canada
  • Implemented a strategic people plan, increasing team engagement from 84% (2019) to 91% (Spring of 2022)
  • Established a strategic Learning & Development plan, ensuring both frontline team members and leaders have growth opportunities, resulting in a jump in the Career Development score from 78% (2019) to 90% (Spring 2022)
  • Championed innovative team efficiencies through digitalization, reducing manual calls into team by 80%.

People & Culture Champion, National Business Delivery

TELUS
01.2014 - 01.2016
  • Provide coaching, mentoring and consultation for all levels of leaders across entire organization
  • Assumed a critical role in supporting a team of 700, overseeing all aspects of our People and Culture strategy
  • Responsible for all aspects of coaching and training for leaders, developing strategic training/recognition plans, communication, talent development, and recruitment strategies
  • Led prime ship for change management for large, transformational projects
  • Duties included conducting in-depth Stakeholder Analysis & Mapping, providing Stakeholder consultation, defining mechanisms to feed stakeholder concerns into strategic planning for a project, creation and ownership of People and Culture scorecard, leading a Team of 14 and Culture Primes, producing improvements across top key engagement areas, forming and backing a Strategic Learning & Development Team, creating alignment framework, acting as liaison between TELUS senior leadership/corporate HR team and our operational team, and delivering on objective of ensuring our area was one of the most desired areas within which to work in a company of 43,000 people.

Director of Managed Services, Business Delivery

TELUS
01.2013 - 01.2014
  • Advise and guide a group of IT leaders in order to propel leadership strength throughout the team
  • Hand-selected to guide a team of 238 team members to deliver IT solutions to our large enterprise customers, implementing a strategic growth plan to grow the managed services portfolio at TELUS
  • Created strategic learning and development plan to ensure this large team of IT professionals and leaders were getting the learning and development they required for optimized performance.

Data & IP Service Design Manager, National Business Delivery

TELUS
01.2008 - 01.2013
  • Leadership support for a group of highly skilled
  • Created a national role, responsible for helping transform the entire TELUS data network in order to deliver IP based 'over the top' services such as TELUS Optik TV
  • Developed the strategy and resource plan for a newly formed 'Migration & Grooming' Team and led cross-functional TELUS initiatives to target central offices for equipment grooming opportunities
  • Successfully delivered and achieved objectives on key programs requiring customer migrations.

BC Regional Manager, Network Operations

TELUS
01.2007 - 01.2008
  • Steered a dynamic team of 50 members consisting of management, clerical, and craft resources who manage Data Service Fulfillment and Customer Excellence on behalf of all TELUS Business Solutions and TELUS Partner Solutions customers
  • Served as the Point of Escalation for both internal and external customers
  • Rolled out various process improvement initiatives on behalf of TELUS National Services Fulfillment.

Service Delivery Manager, Network Operations

TELUS
01.2005 - 01.2007
  • Led a dynamic team of Service Delivery Coordinators who manage Service Fulfillment and Customer Excellence on behalf of all TELUS Business Solutions and TELUS Partner Solutions customers.

Client Service Manager, Partner Solutions

TELUS
01.2002 - 01.2005
  • Maintained executive relationships with key accounts on behalf of TELUS Wholesale Group
  • Acted as customer advocate into the entire TELUS Enterprise for any major business issue experience by key customers
  • Worked closely with Sales Account Team to establish overall Account & Business strategy for large accounts
  • Managed a portfolio valued at $100M in revenue on behalf of TELUS Partner Solutions Wholesale Department
  • Provide strategic leadership in growing revenue for customer base by enhancing the customer experience of major telecom carriers both within Canada and abroad.

Education

Skills

  • Executive Coaching
  • Organizational Culture Coaching
  • Strategic People Planning
  • Indigenous Reconciliation Action Planning
  • People & Cultural Transformations
  • Leadership Development
  • Mentorship
  • Strategic Planning
  • Behavioural & Change Management
  • Project, Product & Program Management
  • Organizational Learning & Alignment
  • Employee Recognition & Engagement
  • Professional Development
  • Team Building
  • Motivational Speaking

Accomplishments

    Provided one on one coaching to executives within TELUS as well as CEO's of a number of small-medium businesses.


    Examples:

    Jayne Akinyi, CEO, Dada Dunia

    Dr. Heli McPhie - CEO/Owner - The Village Clinic

    Auret Esselen - Co-Founder, CEO - Essetino Media

Community Contributions

  • Vice Chair & Treasurer | Board of Directors | The Access to Music Foundation
  • Member | The Bowen Island Royal Canadian Legion
  • Team Lead | TELUS for TELUS Day of Giving activities

Associations

  • Member | Association of Field Service Management International
  • Member | Project Management Institute
  • Past Member | EAGLES – TELUS Indigenous interest group

Languages

English
Full Professional

Certification

Executive Culture Coach | Maslow Leadership


Foundations of Coaching | Maslow Leadership


Master’s Certificate in Project Management | George Washington University


Electronics Engineering Technology Program | British Columbia Institute of Technology


Certified Technician | Applied Science Technologists & Technicians of BC


Land Agent Certificate | Specialized in Negotiation & Stakeholder Relations | Olds College


Level I Sales Skills | British Columbia Institute of Technology


Conflict Resolution & Assertiveness Training


Presentation Skills Development Training


Member | Association of Field Service Management International


Member | Project Management Institute


Past Member | EAGLES – TELUS Indigenous interest group

Timeline

Director – TELUS/Activo Cultural Development

Activo
10.2022 - Current

Manager of Operations, Customer Solutions Delivery

TELUS
01.2019 - 01.2022

Chief Happiness Officer, People & Culture Consultant

High Performance Culture
01.2016 - Current

People & Culture Champion, National Business Delivery

TELUS
01.2014 - 01.2016

Director of Managed Services, Business Delivery

TELUS
01.2013 - 01.2014

Data & IP Service Design Manager, National Business Delivery

TELUS
01.2008 - 01.2013

BC Regional Manager, Network Operations

TELUS
01.2007 - 01.2008

Service Delivery Manager, Network Operations

TELUS
01.2005 - 01.2007

Client Service Manager, Partner Solutions

TELUS
01.2002 - 01.2005

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