Eli Federman

Eli is a strategic Customer Experience and Contact Centre leader with 20+ years of management and consulting experience. Working with global clients from various industries and sectors, Eli’s focus is to optimize customer operations, generate new revenue opportunities and build a differentiated customer experience that creates competitive advantage. Eli is also the founder of Customer Service Simplified, a boutique consulting firm designed to take the “unnecessary effort” out of receiving customer service.

Eli’s experience includes: delivering multi-channel customer experiences, including, interactions via the phone, chat, IVR and social media. Deep expertise in the deployment and management of Contact Centres, including insourcing, outsourcing as well as start-up and consolidation.

Eli earned a Bachelor of Arts from Concordia University. Outside of work, Eli enjoys practicing martial arts, world travel, and staying fashion forward.

Jeff Holland

Jeff has spent over 30 years working in and around operations. He excels at identifying and driving operational changes that help organizations to meet the ever-changing demands on their business and their people. By focusing on organizational and individual behaviours, he designs and implements strategies that create a culture where both the business and their employees can thrive.

Jeff’s experience includes: Jeff has held operational roles with Toyota and Honda in their manufacturing operations in the UK, and more recently with JD Irving in Canada. Prior to this, Jeff spent 10 years as a consultant with McKinsey & Company, holding leadership roles in the Operations Practice and Advanced Operations Group. As a result, Jeff has developed deep experience and expertise in leading and supporting wide-ranging business transformations in North, Central and South America, Europe, Africa and Asia.

Jeff focuses not just on improving operations but also linking operational change to the overall business strategy, mission and vision. An important part of that alignment is understanding and overcoming broader organizational issues affecting performance, health and agility such as culture, organizational design and leadership development.

His collaborative, engaging and adaptive style enables Jeff to build trust-based relationships with clients at all levels from the CEO to the front-line workers, ultimately helping both businesses and individuals realize their goals.

Ghalib Habib

Ghalib is a strategy and organizational change expert. He has been consulting for over 15 years working with senior executives successfully drive transformational business change. Ghalib is also the founder and Managing Director of Sambi Advisors, a boutique management consulting firm specializing in executive leadership. Previously, Ghalib served in senior management roles within the consulting practices at KPMG and Capgemini/Ernst & Young. He started his career in telecommunications working at Nortel Networks and at Corvis, an optical networking start-up.

Ghalib’s experience includes: business strategy, organizational change management, executive alignment and business performance improvement.

Ghalib earned an MBA from the Ivey School of Business at the University of Western Ontario as well as a Bachelor of Applied Science degree in Systems Design Engineering at the University of Waterloo. Ghalib is a mentor for technology entrepreneurs through Futurpreneur Canada (formerly CYBF) where he has mentored a clean-tech start-up as well as an online retail start-up.

Timothy Burns

Timothy is a management development and operations specialist. He has over 15 years of experience working as a consultant to large multi-channel organizations and high growth businesses, developing solutions that increase the efficiency, speed, cost and scalability of their processes. He specializes in helping clients define their strategic priorities and translate them into the culture, management and day-to-day actions that support revenue growth. Timothy was previously an Associate Principal at Partners in Performance, Interim CFO and Vice President of Strategy at Achievers and an Associate at McKinsey & Company. Tim is also the founder of a results-oriented management development firm: Cognatio.

Timothy’s experience includes: Management strategy, operations analysis and efficiency, communications support, performance transformation, organizational design, change management, growth strategy and business performance improvement.

Timothy earned a Bachelor of Applied Science (B.A.Sc.) degree in Systems Design Engineering (First Class Honours) and a Bachelor of Arts (B.A.) degree in Speech Communication at the University of Waterloo. Outside of work, he enjoys golf, sailing, cooking, studying applied psychology and supporting a number of charities and local non-profit organizations.

Astrid Malval-Beharry

Astrid has been developing and implementing breakout growth strategies for financial services and healthcare organizations for over 15 years. She is the Founder and Principal of StratMaven LLC, a strategy and deal-advisory consultancy that focuses on financial services, healthcare and technology. Prior to founding her own firm, Astrid was Senior Director, Market Planning for the Property Insurance Division of LexisNexis Risk Solutions and was part of the senior management team that launched LexisNexis Healthcare Division. Astrid was formerly a management consultant at The Boston Consulting Group, and started her career executing investment transactions at the International Finance Corporation, the private sector investment arm of the World Bank Group.

Astrid’s experience includes: Corporate and business unit strategy; new product development; and M&A.

Astrid earned her Master of Business Administration (MBA) at Harvard Business School, where she was a Baker Scholar (among the top 5% of the graduating class). She earned her Master of Science (M.S.) degree in Engineering Management and Science from Stanford University and received her Bachelor of Science (B.Sc.) degree in Mechanical Engineering from the University of Miami. Astrid is fluent in English and French. She lives in Miami, Florida and enjoys spending time with her husband and daughter and pursuing hobbies including cooking, reading, travelling and running half-marathons for charity.

MaryKate Scott

MaryKate is a healthcare business management specialist who has been working with life science leaders for over 20 years. She is an expert at creating and executing go-to-market commercialization strategies for healthcare organizations, pharmaceuticals, medical devices and technology companies. She has driven cardiology, immunology, respiratory, endocrinology, oncology, nephrology, dermatology and other therapeutic projects. MaryKate was an Associate Principal at McKinsey & Company, and Brand Manager at Procter & Gamble.

MaryKate’s experience includes: Strategic business planning, creating market-shaping campaigns, brand building, digital integration, capitalizing on customer insights, and market/channel expansion.

MaryKate earned her Master of Business Administration (MBA) and Honours Business Administration (HBA) degrees at the Richard Ivey School of Business at Western University. MaryKate is an Adjunct Professor with the MBA program at University of Southern California and sits on the board of several health organizations. She loves technology and published her own application software in Apple’s App Store. She is a Certified Sommelier, loves sharing a glass of wine, is an active philanthropist and enjoys spending time with her husband in Maine and Florida.