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Mental Health Awareness: Supportive Conversations

Thursday, November 23 | Virtual Webinar
Time & Location

November 23, 1:00 PM - 2:00 PM

Virtual Webinar

About The Speakers
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Adam Coletta

Senior Manager, Contact Centre Optimization, CIBC

Adam has worked in the financial services industry for nearly 12 years in an array of progressive roles spanning across contact centre operations, project delivery, risk management and channel optimization. His decision to diversify across multiple verticals has made him a valuable asset with a demonstrated track record of success. Adam’s servant leadership style, innate ability to drive action and forward thinking are exhibited in his pursuit of purpose both in and outside of the workplace that is often well-being centered.

Adam has a passion for inspiring others by sharing his own life challenges that he attributes to his evolution over the last decade. His biggest source of joy comes from his family and in particular, his beautiful daughter and wife.

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Melissa Hurley

Vice President, Learning and People Development, Bill Gosling Outsourcing

Melissa Hurley is the Vice President, Learning and People Development with Bill Gosling Outsourcing; focused on global learning and leadership development strategies. She leads teams in 4 continents and brings her passion for learning, leadership, coaching and people development to build teams in Bill Gosling’s global contact center network. Melissa also brings over 15 years’ experience in financial services working in Operations, Sales, Employee Development and Operational Effectiveness.


Melissa is a passionate leader who is driven to help individuals achieve their goals, pursue personal growth and is focused on developing leaders at all levels. She is a mental health advocate- using her own personal experiences to share her journey with others. Her objective is helping to reduce stigma and creating a safe space for open dialogue on mental health challenges.


Melissa lives north of Toronto with her husband and family, she is a proud mom to 2 young children, has 2 fur babies, and brings her Newfoundland down-home charm and humor to everything she does.

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Jeff Doran

Founder and President, CCEOC Inc

Jeff Doran is Founder and President of CCEOC Inc. He has been improving customer experience and corporate culture for over 30 years.


His company provides culture building and employer branding services including: the national “Employer of Choice” market sector awards, the Canadian ICT Trail Blazer Awards and the Contact Center Employer of Choice certification program.


CCEOC also provides employer-of-choice development programs, employee engagement surveys, data analysis, seminars, workshops and action plan facilitation services.


Jeff is a sought-after speaker and author. His sense of humour and engaging style are always well received by audiences.

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Diana Tonus

Senior Manager, Customer Care and Revenue Services, Toronto Hydro

Diana has been part of the Contact Centre and Client Services area for over 30 years.  Currently at Toronto Hydro as Senior Manager, Customer Care and Revenue services,  with previous roles at Outsourcing and Consulting firms, she brings a customer centric focus to her roles and teams.  A two time Breast Cancer thriver, Diana works to share her experience and help other Breast Cancer patients and their families, and some support into their breast cancer journey.  Currently an active member of the Sunnybrook Odette Patient Advisory Committee. 


About The Host
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Sangeeta Bhatnagar

Founder, SB Global

Sangeeta founded SB Global Human Capital Solutions in 2008 as a boutique firm specializing in Talent Acquisition, Retention and Development of top-talent.

Sangeeta focuses on the human experience across all industries and channels, understanding both the employee and customer experience.

With over 25 years of experience Sangeeta has partnered with several top-tiered companies helping create teams utilizing the Model of Human Behaviour, Positive Communication Strategies while building Emotionally Intelligent and Adaptable teams.

Sangeeta is a frequent contributor to various publications where she has written about subjects such as Recruitment, Retention & Development, DISC Personality Styles, Adaptability, Emotional Intelligence, Soft Skills & Creating Memorable Employee / Customer Experiences. Sangeeta is also a contributing author for four Amazon best-selling books.

Sangeeta is a frequent speaker at conferences and a regular speaker on webinars focused on creating memorable human experiences.

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