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.

David Burnie

David founded The Burnie Group in 2011 to help organizations dramatically improve their operations. It has since become one of the fastest-growing management consulting firms in Canada. Prior to founding The Burnie Group David spent eight years at McKinsey & Company where he was a leader in McKinsey’s North American Operations and Retail practices. He also served as Director of Marketing and Sales at Grocery Gateway.com and was an Account Executive at Proctor & Gamble.

David’s experience includes: Corporate strategy, lean process redesign, performance management, post-merger integration, workforce management and leading transformational change. David has worked extensively in banking, insurance, telecommunications and retail in areas including back office, contact centre, branch/store operations and shared services.

David received his Master of Business Administration (MBA) at the London Business School, where he graduated with distinction, and earned his Honours Business Administration degree from the Richard Ivey School of Business at Western University with Dean’s List honours. David is a supporter of the Fort York Food Bank, and an avid athlete. He was an All Canadian and Academic All Canadian while playing football for the National Championship winning Western Mustangs, and was later drafted by the CFL’s Hamilton Tiger Cats.

David leads The Burnie Group’s Strategy and Operations practices.

Hugh Frost

Hugh has over 20 years of experience working in technology, management consulting and analytics roles, always with a focus on improving customer operations and marketing. He has a lengthy track record of developing successful business strategies.

Prior to joining The Burnie Group, Hugh founded his own practice, Client Lens Group. He has run customer analytics and database marketing departments at Nielsen and Telus, worked as a consultant at McKinsey & Company, and has led applications, infrastructure and Project Management departments at EDS.

Hugh’s experience includes: Management consulting, marketing, building customer loyalty, automation, analytics and performance management, and technology strategy.

Hugh earned his Master of Business Administration (MBA) at the London Business School, where he focused on Private Equity and Venture Capital Finance and Strategy. He also holds a Project Management Professional (PMP) designation. Hugh is a devoted husband and proud father of two boys. He enjoys hockey, soccer, the violin, and has a variety of personal technology interests including web and mobile application development.

Hugh leads The Burnie Group’s Automation practice.

Douglas Heintzman

Doug is a blockchain, AI and strategy expert who has been working in the IT industry for over 25 years. With roles ranging from technical engineering, enterprise sales, standards definition and administration, consultancy and worldwide strategy, Doug has defined his career as a leader, mentor, and advisor who excels in fostering E and C suite relationships and helping individuals and organizations succeed in a world of accelerated change.

Doug is the co-founder of CueContext, a member of the Board of Directors at MaRS Innovation and a former executive at IBM.

Douglas’ experience includes: Developing strategy solutions, optimizing client operations and technology, and driving innovation and change.

Douglas earned his Masters in International Economic and Social Administration at Universite Pierre Mendes and his Bachelor degree in Political Studies from Queen’s University. Outside of work Douglas is an avid traveler who enjoys reading, camping, and playing guitar. Douglas is also an advocate for green building tech, and volunteers regularly to help the homeless and at-risk youth.

Doug leads The Burnie Group’s Innovation practice.

Alexey Saltykov

Alexey is a strategy and operations expert, with unique, hands-on experience building and running online businesses. He’s been consulting for over 10 years, helping clients to develop target operating models, re-design their processes and inform their strategies through benchmarking and performance management.

Alexey is the CEO and Co-Founder of InsurEye and CondoEssentials.com. He spent 5+ years as Project Leader at The Boston Consulting Group and worked as Internal Consultant for Process and Project Management for Daimler Chrysler.

Alexey’s experience includes: Developing business and operations strategies, re-designing processes across different industries, identifying and driving efficiencies, creating performance management solutions for Operations space, creating and executing benchmarks (Contact Centres, Multi-Channel), developing B2B and B2C online monetization models, assessing and evaluating global megatrends.

Alexey received his Master of Business Administration (MBA) at Collège des Ingénieurs, where he focused on ‘Strategy and Management of Technology,’ and earned his Master of Science degree in Mechanical Engineering at the Technical University of Munich. Alexey speaks five languages and spends his time away from work travelling, playing table tennis and braving the slopes Alpine skiing.

Alexey is a frequent contributor to numerous media outlets such as National Post, Toronto Star, and The Globe and Mail as well as multiple online publications. His topics focus on Financial Services, Insurance and Personal Finance.

Alexey leads The Burnie Group’s Enablement practice.

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.

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.

Bruna Sofia Simoes

As a project manager Bruna has extensive experience consulting with smaller not-for-profits on the development and roll-out of digital and print communications strategies to better engage their constituent base and strengthen their brand experience. Prior to joining the Burnie Group, Bruna held roles in event management and communications at Save the Children Canada, managed the communications portfolio for Arrowsmith Program, and worked as the National Marketing Communications Manager at CHW.

Bruna’s experience includes: marketing, event planning, project management, social and digital media management, graphic design, and public relations.

Bruna earned her Honours Bachelor of Arts Degree from the University of Toronto. Outside of work Bruna enjoys adventure travelling, hiking with her dog, baking and knitting. Bruna is also a board member and fundraiser for a number of non-profit organizations.