Talita Hurford
Squamish,Canada
Summary
Results-oriented and analytical leader with 13+ years of experience driving process optimization, team development, and strategic initiatives across diverse sectors, including healthcare, retail, and technology. Proven expertise in project management, change management, and large-scale system integrations. Strong track record of leading cross-functional teams, implementing data-driven solutions, and fostering continuous improvement. Committed to delivering impactful business results through effective stakeholder engagement, process innovation, and a focus on people development. Results-oriented individual with a passion for continuous learning and innovation. Known for leveraging analytical thinking and creativity to solve problems and deliver high-impact solutions in fast-paced environments.
Overview
16
16
years of professional experience
Work History
Implementation Lead
Canadian Orthodontic Partners
08.2023 - Current
- Company Overview: Managing the implementation of a new practice management software in ten clinics within 12 months and supporting over 40 clinics
- Lead the end-to-end implementation of a cloud-based SaaS solution, ensuring successful onboarding, adoption, and training for over 100+ users across multiple locations
- Act as a subject matter expert (SME) for SaaS product, proactively providing customers with tailored solutions, troubleshooting issues, and ensuring ongoing product success
- Used Zendesk CRM to manage and track customer interactions, ensure timely resolution of support issues, and gather feedback to improve the client experience
- Maintain project plans, schedules, and documentation to track progress and manage resources effectively
- Identify risks and issues throughout the project lifecycle and implement mitigation strategies
- Conduct process analyzes of clients' workflows, identifying any risks and optimization opportunities
- Serve as the primary point of contact for internal clients during the implementation process, ensuring clear communication and understanding of their requirements
- Conduct regular check-ins with clients to provide updates, gather feedback, and address any concerns
- Provide virtual and in-person training and support to clients to facilitate smooth transitions to the new software
- Provide clear communication and training to clients, translating complex technical information into actionable insights to ensure successful adoption
- Contribute and maintain training plans, materials and supporting resources
- Develop and execute customer success strategies, focusing on product adoption and longterm satisfaction, leading to a high overall customer engagement and satisfaction
- Work closely with vendor's product development, quality assurance, and support teams to ensure software meets clients' specifications
- Develop change management plan for each client's team in collaboration with operational managers, coaching and supporting managers as needed
- Consistently modeling curiosity, continuous development and representing the corporate office to internal clients
- Coach clinic general managers applying company standards and best practices to achieve greater daily process efficiency
- Managing the implementation of a new practice management software in ten clinics within 12 months and supporting over 40 clinics
Clinic General Manager
Canadian Orthodontic Partners (Mountain Orthodontics)
Squamish, BC
01.2022 - 07.2023
- Company Overview: Responsible for the overall operations, development, efficiency and effectiveness of all deliverables within the orthodontic clinic
- Oversaw daily clinic operations, ensuring compliance with policies, procedures, and regulatory requirements
- Managed clinic budgets, monitored financial performance, and implemented cost-control measures
- Developed and implemented operational processes that increased productivity and efficiency of operations
- Recruited, trained, and supervised clinic staff, fostering a positive and collaborative work environment
- Promoted employee engagement and created a culture with clear expectations and accountabilities through frequent touch points and scheduled performance reviews
- Addressed patient inquiries and concerns promptly, ensuring a positive patient experience
- Collaborated with marketing team to develop and implement promotional initiatives to attract new patients
- Built and maintained relationships with local referral sources and community organizations
- Monitored clinic performance metrics and reported to corporate office on operational efficiency and patient outcomes while advocating for clinic's specific needs
- Responsible for the overall operations, development, efficiency and effectiveness of all deliverables within the orthodontic clinic
General Manager of Retail
Republic Bicycles
Squamish, BC
01.2009 - 01.2022
- Company Overview: Designed and implemented an employee retention strategy that improved workplace satisfaction and led to 19% increase repeat visits
- Developed and implement the store's strategic plan, ensuring alignment with business goals and community needs
- Designed and conducted training programs for advanced sales and customer service, software operating, understanding reports workshop
- Organized and facilitated technical training events conducted by subject matter experts
- Managed accounts payable and accounts receivable, ensuring timely and accurate processing of invoices, vendor payments, and reconciliations
- Handled budgeting and cash flow management, monitoring financial performance and implementing cost-control measures
- Managed supplier relationships, negotiated payment terms, and maintained a smooth operational flow for all financial transactions
- Established clear performance objectives and monitored progress towards achieving them
- Identified opportunities for community partnership initiatives, often with marginalized groups, aimed at building a sense of belonging and equity within the cycling community and the town at large
- Handled customer inquiries and complaints effectively, resolving issues promptly to maintain a positive shopping experience and enhance brand loyalty
- Developed and managed the annual budget, monitoring financial performance and implementing cost-control measures
- Analyzed sales data and operational metrics to identify trends, drive decision-making, and optimize profitability
- Performed full-cycle strategic human resources management, including recruiting, performance reviews, and retention initiatives
- Designed and implemented an employee retention strategy that improved workplace satisfaction and led to 19% increase repeat visits
Education
ASSOCIATE IN PROJECT MANAGEMENT -
Project Management Institute
01.2024
HUMAN RESOURCE MANAGEMENT CERTIFICATE -
Simon Fraser University
Burnaby, BC01.2023
CHEMISTRY TECHNICIAN DIPLOMA -
ETE Getulio Vargas
Sao Paulo, Brazil01.2004
Skills
- Cross-functional coordination
- Resource allocation
- Time management
- Stakeholder management
- Deliverables management
- Coaching and mentoring
- Testing and troubleshooting
- Process improvement
- Analytical skills
- Recruiting and hiring
- Complex Problem-solving
- Strategic planning
- Risk management
- Project management
- Change management
Volunteer Experience
- Board Member, Squamish Welcome Center Society, 01/01/24, Present
- Campaign Manager, Armand Hurford Mayor, Squamish, BC, 2022
- Campaign Manager, Armand Hurford Municipal Council, Squamish, BC, 2018
Languages
- Portuguese (Brazilian), Fluent
- American Sign Language, Intermediate
Languages
Portuguese
Native/ Bilingual
American Sign Language
Limited
Timeline
Implementation Lead
Canadian Orthodontic Partners
08.2023 - Current
Clinic General Manager
Canadian Orthodontic Partners (Mountain Orthodontics)
01.2022 - 07.2023
General Manager of Retail
Republic Bicycles
01.2009 - 01.2022
ASSOCIATE IN PROJECT MANAGEMENT -
Project Management Institute
HUMAN RESOURCE MANAGEMENT CERTIFICATE -
Simon Fraser University
CHEMISTRY TECHNICIAN DIPLOMA -
ETE Getulio Vargas
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