Summary
Overview
Work History
Education
Skills
Timeline
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Steven Day

Orillia,ON

Summary

Seasoned business professional with over 15 years in daily operations management. Skilled in production, quality assurance, and leadership. Proven ability to build productive relationships with team members and stakeholders. Adept at analyzing KPIs to develop innovative solutions that drive customer satisfaction and profitability. Proficient in streamlining processes to enhance efficiency and productivity. Recognized for managing operations across diverse business lines.

Overview

15
15
years of professional experience

Work History

Business Development Manager

Dorvict Home and Health Care Services
07.2023 - 01.2025
  • Enhanced client outreach through calls, emails, and face-to-face meetings, increasing booked hours by 20% in 2024.
  • Built trust with clients and negotiated favorable agreements, closing long-term deals.
  • Understood client needs and maintained strong connections, strengthening relationships with decision-makers for growth and retention.
  • Utilized strategic planning and marketing, securing 17 new business opportunities in 2024

Business Consultant

TORCEN Group
08.2021 - 07.2022
  • Consulted with franchise owners to identify operational deficiencies through data-based results and implemented root cause analysis to create S.M.A.R.T. action plans.
  • Provided franchisees with support, direction, and resources to aid them in improving monthly corporate Quality Assessments resulting in an increase of 8% in overall scores.
  • Assisted franchisees in developing strategies to meet corporate targets for increasing Hours of Operation post COVID. This resulted in exceeding corporate time lines in 28 of 30 franchise locations.

Operations Manager

NORDIA Inc.
10.2013 - 08.2020
  • Implemented frequent process changes exceeding timelines for competency over 95% of the time.
  • Lead the launch of a technical support queue meeting or exceeding KPI targets 30 days earlier than originally budgeted.
  • Assisted in developing and implementing high-quality work environment resulting in an employee satisfaction rating of 86%
  • Directed management meetings to enhance collaboration and maintain culture based on trust and group problem-solving.
  • Developed and implemented innovative programs to increase employee loyalty maintaining a turnover rate under 10%.
  • Leveraged data driven root cause analysis to boost team member productivity resulting in exceeding client AHT targets 90% of the time.
  • Upheld great standards of leadership for employees, consistently leading by example for best-in-class call centre work.

Sr. Operations Manager

TELETECH Inc.
11.2009 - 09.2013
  • Collaborated with Sr. Management and staff to develop and implement processes which lead to a reduction in employee churn by 33+%
  • Provided leadership to 15+ Team Leads through coaching, feedback and performance management resulting in meeting or exceeding stakeholder goals.
  • Formed and sustained strategic relationships with clients and employees
  • Identified client business and operational needs and introduced processes to provide solutions

Education

Associate of Applied Science - Hotel Management

Georgian College of Applied Arts And Technology
Barrie
04-1984

Skills

  • Staff development
  • Program improvement
  • Management team building
  • Problem-solving
  • Client relations

Timeline

Business Development Manager

Dorvict Home and Health Care Services
07.2023 - 01.2025

Business Consultant

TORCEN Group
08.2021 - 07.2022

Operations Manager

NORDIA Inc.
10.2013 - 08.2020

Sr. Operations Manager

TELETECH Inc.
11.2009 - 09.2013

Associate of Applied Science - Hotel Management

Georgian College of Applied Arts And Technology

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Steven Day