Women in Leadership 2018
Workshop and Panel Speakers
Gary Yorke, Director 311 (Division Head), City of Toronto
A pioneer in the public sector digital transformation, the City of Toronto went through a large scale modernization effort. In innovating its citizen support, the 311 centre took on a holistic through investing in its people, processes, and technology across 44 divisions. As the Director of the largest integrated system in North America, Gary Yorke will guide you through the organization’s transformational journey in catering to its people.
Dilip Nair, Senior Director, Customer Service, Alight Solutions
In May 2015, Dilip Nair joined the Canadian Outsourcing business of Aon Hewitt, recently named Alight Solutions, as leader of Canada Customer Service. Previously, Dilip spent ten years with Aon Hewitt India, and in his most recent role, he led the India Customer Service Group, comprised of over 600 colleagues providing voice, web chat, eService, and workforce management services to North American and APAC clients.
Dilip has deep experience managing large-scale operations in customer service, collections, banking, and back office processes. He has spearheaded, transitioned, and managed strategy and execution across diverse workforce segments, Fortune 500 clients, and complex processes.
Dilip has a degree in Hotel Management from the Institute of Hotel Management, India.
Lisa Moody, Director, Customer Care, World Vision Canada
As Director of Customer Care at World Vision Canada, Lisa provides leadership and oversight to the contact centers in both Mississauga and Montreal. In this capacity, she drives the achievement of shared marketing revenue targets from across the Customer Care division. With the ever-growing need to acquire well-engaged and loyal donors, central to Lisa’s role is the motivation of over 140 staff members, in teams of inbound and outbound telemarketing agents, to deliver a meaningful and highly customer-centric experience. Having held various leadership roles for more than 25 years at World Vision, in marketing/fundraising, international programs and business operations, she has made significant contributions to the development and execution of robust strategies that increase revenue, improve business efficiencies and secure donor loyalty. Lisa is a steadfast champion for the most vulnerable children in our world – those who have no voice. Each day, she lives out a vibrant and contagious passion for her work at an organization that thrives to bring life in all its fullness to these amazing children.
Matthew Saskin - Dimension Data,
Managing Principal Consultant, Customer Experience
Matthew Saskin is a Managing Principal in Dimension Data’s Consulting Services organization, responsible for overseeing Contact Center and Customer Experience services in the Americas. In this role, Matthew leads a team of consultants helping clients to develop comprehensive strategies and roadmaps for their contact centers, with a specific focus on improving customer experience and customer engagement. Prior to joining Dimension Data, Matthew has worked in the enterprise and service provider spaces in roles including consulting, engineering and operations management, and enterprise architecture.
Over the course of his career, Matthew has worked with clients of all sizes ranging from mid- market through 10,000+ seat contact centers across verticals as diverse as Retail, Health Care, Manufacturing, Financial Services, and Insurance. Beyond contact center architecture, operations, and customer care strategy, Matthew has significant background in ITIL-aligned service delivery and operations as well as large/complex enterprise IT architectures spanning numerous technology domains.
This experience allows Matthew to communicate effectively at all levels of a Client’s organization to help refine customer care strategies and business processes and ensure technology solutions are in place as business enablers.