Dionne Duncan
Mississauga,ON
Summary
As a high-performing executive leader I have honed my skills in networking, marketing, consulting, partnerships and clinical/ hr & crisis management. As an adept in creating and implementing effective communication strategies. For the past twenty years, I have used my skills in the area of corporate collaboration while excelling in my ability to nurturing relationships with stakeholders, media and clients. I am known to be an organized and dependable business leader who has been successful at managing multiple priorities with a positive attitude. I am a committed individual who has a willingness to take on added responsibilities to meet organizational goals. My leadership roles have driven my passion for problem solving while working to effectively connect, business, governments, departments, community members and programs through collaborating with my roster of powerful allies, who have helped me to solicit real change and effective action among some of the most dynamic business groups in the country.
Overview
27
27
years of professional experience
1
1
Certification
Work History
Senior Director of Community Engagement & Policy
EHN Canada
Toronto
09.2022 - 10.2023
- Engaged with community leaders and content creators, increased brand awareness and evangelized programs.
- Oversaw global community editorial calendar and developed engaging content for community customers.
- Developed community engagement programs and gathered participant feedback that directly influenced future initiatives.
- Analyzed social content performance and improved distribution, tone and relevance on ongoing basis.
- Built trust and developed deep relationships with community of advertisers, merchants and creators.
- Engaged with larger campaigns to build deeply collaborative partnerships.
- Built strong bonds with local cultural organizations by respecting unique differences and specific societal norms.
- Generated reports to evaluate program success and make modifications.
- Fostered collaborative efforts to schedule, host, and facilitate events and identify further opportunities to reach members of community.
- Transcribed data and organized spreadsheets to record pledges, phone calls, and canvassing.
- Operated outreach office to recruit and lead team of canvassers to fundraise for important issues.
- Collaborated with community organizations in other regions to support state-wide and national outreach initiatives.
- Participated in strategy development and planning to grow organizing program and advance campaigns.
- Discovered opportunities to gain deeper insight into creating efficient and streamlined processes.
- Interviewed members of specific populations to understand and document issues.
- Spoke at public events, evangelizing for organizational goals and interests.
- Liaised with political organizations and initiatives to confirm consideration of community best interests within campaigns and political agendas.
- Identified community organizations and leaders to establish and nurture relationships to help build awareness and win reforms for public.
- Trained team leaders to oversee volunteers and organization members during special events.
- Wrote and distributed informational papers, gave out representative contact information and educated community members about specific issues.
- Collaborated with local government leaders to promote provincial, federal and municipal suggested legislative changes.
- Trained effective social change leaders to run strategic campaigns by organizing news conferences, building strong coalitions, and generating grassroots support.
- Developed analytical documentation on potentially helpful partnership strategies between business and government agencies.
- Oversaw social media presence and aligned posts to include branding and trending ideas.
- Developed and promoted corporate brand, images and identity to media and public.
- Built and strengthened industry partnerships to improve product placements, amplify coverage and maximize effectiveness of marketing strategies.
- Led crisis communications and media relations activities in response to challenging situations.
- Fostered positive relationships with key business journalists in national and trade publications.
- Lobbied for increased community care relations for all community members despite socio-economic differences and locations.
- Self-motivated, with a strong sense of personal responsibility.
- Skilled at working independently and collaboratively in a team environment.
Vice President of Operations & Client Advisory
Rosas Centre
02.2013 - 08.2022
- Applied excellent problem-solving, process development, and strategic implementation skills to lead and support all areas of operations.
- Hired and managed employees to maximize productivity while training staff on best practices and protocols.
- Identified opportunities to improve business process flows and productivity.
- Increased company profits through performance optimization strategies and efficiency improvements.
- Set clear goals to monitor targets and offered real-time input on performance and motivation.
- Supported Executive Team in reviewing, identifying and prioritizing strategic initiatives.
- Identified issues with production, workforce, and material sourcing and implemented successful solutions.
- Established performance goals for department and outlined processes for achievement.
- Strategically coordinated operations according to objectives and capabilities, effectively allocating resources to meet demands
- Performed statistical analyses to gather data for operational and forecast team needs.
- Prepared annual budgets with controls to prevent overages.
- Evaluated product development strategies and prepared alternative approaches to goal achievement.
- Integrated marketing plans to reach wider audience and push business prospects closer to conversion.
- Improved employee satisfaction rating by realigning and enforcing policies.
- Drove short-term and advanced promotional initiatives and planning processes.
- Mitigated regulatory risks by overseeing adherence to insurance and safety regulations.
- Orchestrated positive media coverage and stakeholder relations as public face of company.
- Interacted well with customers to build connections and nurture relationships.
- Trained new employees on proper protocols and customer service standards.
- Assisted in recruiting, hiring and training of team members.
- Scheduled employees for shifts, taking into account customer traffic and employee strengths.
- Observed each employee's individual strengths and initiated mentoring program to improve areas of weakness.
- Recruited, hired, and trained initial personnel, working to establish key internal functions and outline scope of positions for new organization.
- Cultivated and strengthened lasting client relationships using strong issue resolution and dynamic communication skills.
- Implemented business strategies, increasing revenue and effectively targeting new markets.
- Mitigated business risks by working closely with staff members and assessing performance.
- Reduced financial inconsistencies while assessing and verifying billing invoices and expense reports.
- Updated and resolved incidents and managed accessorial charges objectively while maximizing profit.
- Tracked trends and suggested enhancements to both challenge and refine company's product offerings.
- Implemented innovative programs to increase employee loyalty and reduce turnover.
- Reduced budgetary expenditures by effectively negotiating contracts for more advantageous terms.
- Launched staff engagement, gender diversity and cultural programs in addition to robust reporting tool that increased operational quality.
- Raised property accuracy and accountability by creating new automated tracking method.
- Collaborated with senior management to develop strategic initiatives and long term goals.
- Identified and resolved issues between employees, promoting better collaboration and mutual respect.
- Monitored industry trends, keeping current on latest changes and competition in industry.
- Established performance goals for department and provided methods for reaching milestones.
- Used market insights to capitalize on key business opportunities for new advantageous partnerships.
- Managed financial, operational and human resources to optimize business performance.
- Initiated strategy to drive company growth and increase market share and profitability.
- Formulated and executed strategic initiatives to improve product offerings.
- Oversaw business-wide changes to modernize procedures and organization.
- Cultivated company-wide culture of innovation and collaboration.
- Led recruitment and development of strategic alliances to maximize utilization of existing talent and capabilities.
- Monitored key business risks and established risk management procedures.
- Maintained P&L and shouldered corporate fiscal responsibility.
- Oversaw divisional marketing, advertising and new product development.
Senior Director of Clinical Services & AVP
PHD Mind Forward
Mississauga
02.2013 - 01.2016
- Developed, implemented, revised, and evaluated policies and procedures.
- Monitored, analyzed, and corrected staff performance and worked with nurse manager to raise standards of practice.
- Developed and implemented strategic plans enabling facility to meet budgetary and quality assurance goals.
- Coached and trained newly hired employees so that each understood job responsibilities and requirements of positions.
- Interviewed and hired highly talented individuals bringing great skills and passion to daily jobs.
- Provide ongoing case management to patients to implement appropriate treatment plan, adhere to quality models and maximize utilization of services needed to achieve optimal outcomes.
- Represented organization at all community events, answering questions, providing details and giving informative presentations.
- Interacted effectively with clinical staff and patients by using active listening and interpersonal skills.
- Worked with nurse manager to develop nursing staff through education, evaluation, performance management, and competency improvement.
- Identified nurses' and staff training needs and devised training programs to close gaps.
- Implemented ongoing learning strategies such as tutorials, instructional modules, and supervised hands-on sessions to help nurses and staff improve understanding of medical equipment and care best practices.
- Established and maintained effective communication with staff, physicians and community organizations to promote high quality patient care.
- Recruited, hired and trained all staff, providing direct supervision, ongoing staff development and continuing education to employees.
- Communicated with patients, ensuring that medical information was kept private.
- Liaised with other healthcare professionals to develop comprehensive patient care plans and provide highest quality of care.
- Developed and updated policies and procedures, maintaining compliance with guidelines relating to HIPAA, benefits administration and general liability.
- Worked closely with Ontario Health to ensure standards were met under current government regulations specific to the mental health and addictions vertical
- Developed, implemented, revised, and evaluated policies and procedures
- Monitored, analyzed, and corrected staff performance and worked with nurse manager to raise standards of practice
- Fostered work culture of collaboration and inclusion to increase morale and reduce turnover.
- Directed design and execution of business transformation initiatives to drive performance, profit optimization and growth opportunities.
- Prioritized and allocated valuable resources to meet business targets.
National Sales Executive
IBM
08.1996 - 12.2010
- Developed and assigned monthly sales quotas to over 98million annually US bookable regional sales managers in Chicago, Iowa and Canada.
- Served customers with knowledgeable, friendly support at every stage of engagement, consulting reviews and purchasing.
- Built relationships with customers and community to promote long term business growth.
- Contributed to team objectives in fast-paced environment.
- Informed customers of promotions to increase sales productivity and volume.
- Gained customer trust and confidence by demonstrating compelling, persuasive and composed professional demeanor.
- Performed effectively in self-directed work environment, managing day-to-day operations and decisions.
- Worked with sales team to collaboratively reach targets, consistently meeting or exceeding personal quotas.
- Set and achieved company defined sales goals.
- Selected correct products based on customer needs, product specifications and applicable regulations.
- Trained new employees on customer service, money handling and organizing strategies.
- Presented professional image consistent with company's brand values.
- Fostered lasting relationships with customers through effective communication and quick response, resulting in long-term loyalty and expanded client base.
- Maintained current knowledge of evolving changes in marketplace.
- Fielded customer complaints and facilitated negotiations, resolving issues and reaching mutual conclusions.
- Achieved or exceeded company-defined sales quotas.
- Developed and maintained strong working relationships with professionals within assigned territory.
- Promoted conversion of casual shoppers into customers through product knowledge and product solutions to meet customer needs.
- Met with clients and associate partners to discuss and ascertain needs, tailor solutions and close deals.
- Stayed current on company offerings and industry trends.
- Attended monthly sales meetings and quarterly sales trainings.
- Negotiated prices, terms of sales and service agreements.
- Contributed to event marketing, sales and brand promotion.
- Collaborated with managers to provide customer feedback and recommend operational changes to meet emerging trends.
- Increased sales with execution of full sales cycle processing from initial lead processing through conversion and closing.
- Met existing customers to review current services and expand sales opportunities.
- Monitored service after sale and implemented quick and effective problem resolutions.
- Recorded accurate and efficient records in customer database.
- Developed, maintained and utilized diverse client base.
- Drove store revenue by offering customers accessories and related purchases to complete selections.
- Kept detailed records of daily activities through online customer database.
- Identified new business opportunities through cold calling, networking, marketing and prospective database leads.
- Consulted with businesses to supply accurate product and service information.
- Built diverse and consistent sales portfolio.
- Quoted prices, credit terms and other bid specifications.
Education
Doctor Of Philosophy - Informatics And Health Policy
University of Toronto
Toronto, ON11.2013
Executive MBA - Business Operations Management
Kellogg Schulich York University
Toronto, ON06.2006
B.A - Sociology And Psychology
York University
Toronto, ON10.1996
B.A - Mass Communications
York University
Toronto, ON11.1995
Skills
- Media Coverage
- Community Resources
- Data Collection, BI
- Outreach Management
- Community Relations
- New Business Opportunities
- Diversity & Inclusion
- Corporate Promotions
- Community Partnerships
- Public Speaking
- Forum coordination
- Lobbying
- Data Collection
Accomplishments
- Supervised team of 45 staff members across two countries while surpassing targets specific to market share growth , company awareness, partnerships and inclusion measures particular to diverse community groups accessing health care. Healthcare pipeline and (BCRS) consulting engagements were increased by 30% YoY.
- Collaborated with team of diverse leaders interested in understanding analytics around diversity, community relations and access to healthcare services, thus resulting in increased marketshare.
- Worked to increased efficiency between the the marketing, admissions and client care division by 22%.
- Led and monitored new consultants and partnership advisors in developing and achieving professional expertise.
- Refined and improved the existing documentation system, resulting in reduced labour costs totally 125,000 annually via increased workplace efficiency.
Certification
- Training - Timeframe
- Top Gun Executive Leadership 2000,2001,2002,2003,2094,2005,2006, 2009,2010
- Adults Mental Health &Addiction Awareness 2013,2014,2015,2019
- Lab and Labeling Training 2010,2011
- Signature Selling Methodologies 2009,2010,2011
- LTC Administrators Certification 2013
- CATAWIT Diversity & Inclusion Training 2020,2021,2022,2023
- Race Relations & Sensitivity Training 2013-2020 (Yearly Certification)
- First Nations, Indigenous and Metis Sensitivity and Awareness Training Healthcare 2022,2023
Additional Information
2018 Provincial Candidate of Record a Conservative Party of Ontario . Acclaimed a January 2018. (Hamilton)
IWAA Federal Award for Diversity and
Humanitarianism Women's Leadership In Canada 2018
Women in Leadership Award 2019
MACCA Foundation
Timeline
Senior Director of Community Engagement & Policy
EHN Canada
09.2022 - 10.2023
Vice President of Operations & Client Advisory
Rosas Centre
02.2013 - 08.2022
Senior Director of Clinical Services & AVP
PHD Mind Forward
02.2013 - 01.2016
National Sales Executive
IBM
08.1996 - 12.2010
Doctor Of Philosophy - Informatics And Health Policy
University of Toronto
Executive MBA - Business Operations Management
Kellogg Schulich York University
B.A - Sociology And Psychology
York University
B.A - Mass Communications
York University
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