Summary
Overview
Work History
Education
Skills
Timeline
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Graham Kingma

Graham Kingma

Milton,ON

Summary

Professional Operations Executive with 20+ years of experience successfully devising and executing strategic business plans. Sustainable growth-minded budget coordinator with collaborative approach to determining specific, detailed quarterly and annual revenue and expenditure targets. Sensible and effective personnel manager, implementing employee-focused wellness programs and generating industry-leading worker satisfaction ratings.

Overview

23
23
years of professional experience

Work History

VICE-PRESIDENT OF OPERATIONS & HUMAN RESOURCES

Endo Networks
05.2022 - Current
  • Guided operations with revenue increase of 300% in first year
  • Introduced efficient recruiting, hiring, and onboarding process to enhance response to client needs including new integrated and automated ATS system.
  • Identified and implemented customized opportunities to improve business process flows and overall departmental productivity through Annual Balanced Scorecard.
  • Created and made appropriate documentation for annual budgets and senior leadership goals.
  • Standardized reporting procedures based on client type and established cost baselines to optimize margins.
  • Diminished regulatory risks by overseeing adherence to insurance and safety regulations across projects.
  • Mitigated regulatory risks by overseeing adherence to insurance and safety regulations.

Owner, Auto Styling Franchise

Tint World San Diego
06.2018 - 02.2022
  • Achieved $1M in sales within first 30 months, maintaining 4.8-star rating on Google.
  • Awarded Tint World Franchise Silver Excellence Award in first year of operation.
  • Managed all day-to-day business operations.
  • Consulted with customers to assess needs and propose optimal solutions.
  • Trained and motivated employees to perform daily business functions.
  • Enhanced operational efficiency and productivity by managing budgets, accounts and costs.
  • Evaluated suppliers to maintain cost controls and improve operations

EXECUTIVE VICE-PRESIDENT OF CLIENT EXPERIENCE

Verde Group
04.2012 - 03.2018
  • Grew existing accounts by 170% within first three years, including acquisition of largest account in company history.
  • Transformed Fortune 200 organization from a product centric culture to one that focused on customer experience, leading to more than $19M in year over year retained value.
  • Demonstrated respect, friendliness and willingness to help wherever needed.
  • Used critical thinking to break down problems, evaluate solutions and make decisions.

VICE PRESIDENT OF SALES & CUSTOMER EXPERIENCE

TD Bank
03.2011 - 04.2012
  • Developed 1st five-year Sales and Customer Experience plan for both Canadian and United States Phone Channel Operations contributing to Phone Channel winning JD Power award.
  • Led two significant overhauls of sales operations, generating a year over year sales revenue increase of $3.5M
  • Built 1st Speech Analytics analysis, identifying leading root causes of defection for over 200,000 customers within EveryDay Banking and Credit Card product groups.

HEAD OF CALL CENTRE OPERATIONS

Freedom Mobile
03.2009 - 01.2011
  • Formed 1st Canadian call centre operation to offer customers option of call, chat, email, call back assist, click to call and two-way SMS customer service.
  • Launched a 140 staff call centre operation from ground up in less than seven months including site negotiation, technology purchase and design, development of all processes and hiring of staff across all levels of management including 160 outsourced agents
  • Directed one of Canada's 1st social media communication strategies, including Wireless SoapBox on all social media channels with community blog, Facebook, and Twitter.

VICE PRESIDENT – CUSTOMER EXPERIENCE

The Shopping Channel
05.2001 - 12.2008
  • Orchestrated The Shopping Channel's “My Opinion Counts” Customer Panel with over 8,000 active members.
  • Reduced turnover rate for Call Centre from 62% to 13% between 2001 and 2008.
  • Won “Call Centre Employer of Choice Gold” award in 2006-2007.
  • Improved overall “Willingness to Recommend” Customer score from 63% to 74% between 2007 and 2008.
  • Earned “Best Contact Center in World” award in 2008.

DIRECTOR – CUSTOMER SERVICE

Grocery Gateway
12.1999 - 04.2001
  • Implemented first Canadian blended call and email contact centre
  • Operationalized customer service operations from ground up. Achieved award for Customer Care Centre as leading Customer Satisfaction company in Canada in comparison study by AIMS.

Education

Select Executive Courses - Finance For The Non-Financial Manager | Leading &

Schulich School of Business
Toronto, ON
08.2007

Bachelor of Arts - Law Studies

Carleton University
Ottawa, ON
06.1992

Skills

  • Customer Experience Management
  • Optimizing Operational Efficiency
  • Organizational Realignment
  • Team Leadership
  • SAAS Project Management
  • Strategic Roadmap Execution
  • Conflict Management
  • Effective Planning
  • Building High Performing Teams
  • Staff Training
  • Strategic Planning

Timeline

VICE-PRESIDENT OF OPERATIONS & HUMAN RESOURCES

Endo Networks
05.2022 - Current

Owner, Auto Styling Franchise

Tint World San Diego
06.2018 - 02.2022

EXECUTIVE VICE-PRESIDENT OF CLIENT EXPERIENCE

Verde Group
04.2012 - 03.2018

VICE PRESIDENT OF SALES & CUSTOMER EXPERIENCE

TD Bank
03.2011 - 04.2012

HEAD OF CALL CENTRE OPERATIONS

Freedom Mobile
03.2009 - 01.2011

VICE PRESIDENT – CUSTOMER EXPERIENCE

The Shopping Channel
05.2001 - 12.2008

DIRECTOR – CUSTOMER SERVICE

Grocery Gateway
12.1999 - 04.2001

Select Executive Courses - Finance For The Non-Financial Manager | Leading &

Schulich School of Business

Bachelor of Arts - Law Studies

Carleton University

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