HEATHER GARSONE
Markham,ON
Summary
A results driven operational professional with extensive years of experience in IME business among insurers and employers. Recognized for exceptional customer service, organizational and interpersonal skills and driving operational excellence. Known for collaborative approach and commitment to delivering high-quality results. Dependable and adaptable, recognizing the need to meet the changing demands of business.
Overview
2026
2026
years of professional experience
Work History
Director of Operations
Benchmark IME (a Division of Kii Health)
2024 - Current
- Lead operational strategy development to improve productivity and streamline processes.
- Implement performance metrics to evaluate team effectiveness and operational efficiency.
- Oversee daily operations across multiple departments, ensuring seamless coordination and efficient task execution.
- Collaborate with senior management to develop and execute long-term corporate goals and objectives.
- Analyze industry trends to inform strategic planning initiatives and maintain a competitive operational advantage.
- Define, implement, and revise operational policies and guidelines.
- Establish strong partnerships with key stakeholders to enhance collaboration and ensure alignment with business needs.
- Identify opportunities for cost reduction and process improvement, implementing changes that result in measurable savings.
- Negotiate with clients and other stakeholders to secure mutually beneficial contracts and agreements.
- Provide clients with tailored monthly and annual performance metrics and reporting demonstrating adherence to SLA's.
- Analyze customer feedback to identify improvement areas and drive business success.
Operations & Assessment Facilities Manager
CIRA Health Solutions (formerly trm)
01.2009 - 01.2019
- Oversight of branch office operations, including budgeting, staffing, scheduling, and performance management of administrative personnel.
- Led recruitment, onboarding and training for office staff.
- Generated and analyzed financial reports using proprietary software to forecast billing targets; developed and executed action plans to ensure targets were consistently met.
- Conducted periodic file audits and investigations to ensure compliance and address discrepancies.
- Facilitated staff training to communicate legislative changes and their implications on roles and industry practices.
- Organized cross-departmental workshops to identify process inefficiencies, implement corrective action plans, and develop new best practices.
Operations Manager - Office Manager - Booking Coordinator - Reception
Total Rehabilitation Management (trm)
01.1991 - 01.2009
- Drove establishment of company operations from inception, assuming progressive responsibilities across HR, finance, and administration during the company's growth phase.
- Championed process improvements that enhanced efficiency, reduced turnaround times, and strengthened collaboration with referral sources.
- Ensured organizational compliance with industry timelines, documentation standards, privacy regulations and client SLA's.
- Led weekly performance reviews, leveraging KPI's to align priorities, elevate team outcomes and complement customer SLA's.
- Advanced day-to-day operations by fostering a culture of efficiency, accountability, and cross-functional collaboration.
Program Manager
Cloud MD
2020 - 2024
- Part of group of professionals, which included our sales team, IT team, and medical professionals who were assembled to develop and launched a treatment based offering for insurers to address mental health issues in the acute phase post-accident.
- Held regular client meetings for collaboration purposes to ensure our product would meet their needs, and made changes as needed.
- Developed and implemented process maps to streamline workflows and reduce operational bottlenecks.
- Coordinated resources, ensuring alignment with strategic objectives.
- Facilitated regular status meetings with team members and clients to communicate progress, address challenges, and foster collaboration.
- Analyzed project performance metrics to identify trends, drive continuous improvement, and optimize resource allocation.
- Provided customized data analysis and reporting on a monthly basis to clients.
Education
Bachelor of Arts - Political Science, History
Brock University
St. Catharines, ON01.1990
Skills
- Oversight of operational processes
- Execution of strategic initiatives
- Organizational change management
- KPI formulation and tracking aligning with customer SLA's
- Process Improvement & Operational Efficiency
- Stakeholder relationship management
- Interdepartmental teamwork
Accomplishments
- Directed two successful merger-driven brand integrations for TRM, ensuring seamless employee transition, maintaining customer service excellence, and achieving key performance objectives
- Led change management and stakeholder engagement during integrations, aligning teams and minimizing operational disruption
- Secured CARF accreditation for the TRM brand in 2019 and for three IME brands under Kii Health in 2025, reinforcing organizational excellence, quality standards, and compliance
Timeline
Operations & Assessment Facilities Manager
CIRA Health Solutions (formerly trm)
01.2009 - 01.2019
Operations Manager - Office Manager - Booking Coordinator - Reception
Total Rehabilitation Management (trm)
01.1991 - 01.2009
Director of Operations
Benchmark IME (a Division of Kii Health)
2024 - Current
Program Manager
Cloud MD
2020 - 2024
Bachelor of Arts - Political Science, History
Brock University