leadHERship - Manitoba Customer Contact Association


challenges | confidence | growth

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Women from diverse industries, backgrounds and causes join us to share their thoughts around leadership, influence, and how they impact the greater community!

It’s an exciting and inspiring time for women; more than ever, women are striving to be stronger, more confident, and reach higher goals, both personally and professionally.

We will garner insights from these special women on the challenges they face in today’s world, the confidence every woman should have, and future career growth.

As always, this is never a Women only event and is open to all! 

DATE: November 15, 2018
TIME: 9 AM to 1 PM
LOCATION: Cabota Centre, 1055 Wilkes Avenue, Winnipeg, Manitoba

Guest Speaker
Lila Larson

Lila Larson, author of Small Business BIG GROWTH has been instrumental in identifying what small, medium and large business owners need to do to bring CLARITY, FOCUS and RESULTS in their businesses. As business owners identify what beliefs, behaviors and patterns prevent them from achieving the desired results in their businesses and lives, their success grows in leaps and bounds.

Lila gained her experience in management, leadership, sales, marketing, training, consulting, coaching and mentoring over a period of 35 years in small, medium and large businesses. She is a skilled facilitator, and has an uncanny ability to see the whole picture as well as the details that make up the big picture.  

Whether coaching and advising senior business executives, entrepreneurs or small business owners, she has found that when small changes in beliefs, values and communication occur, immediate results from being: just good” to having BIG GROWTH are created.

Lila has been an integral part of Jack Canfield’s teams for his Breakthrough to Success seminars, and his Train the Trainer leadership trainings over the past 23 years providing leadership and coaching within the teams and with the attendees.


8:30 – 9 AM                   REGISTRATION AND LIGHT BREAKFAST

9 – 9:15 AM                   WELCOME MESSAGE

9:15 – 10:15 AM           GUEST SPEAKER
                                          Lila Larson – Coachinglinks
                                          Applying the #1 Success Principle

10:15 – 10:30 AM          BREAK

10:30 – 11 AM               GROUP EXERCISE – Top of Mind

11 – 11:45 AM               PANEL DISCUSSION (facilitated by Jenn Sookram,                                                            MCCA Chair)

                                           Lila Larson – Coachinglinks
                                           Tracey Palmer – 24-7 Intouch
                                           Dana Barker – Manitoba Public Insurance
                                           Susan Simcic – Celero
                                           Shannon Granovsky – Manitoba Blue Cross
                                           Lydia Toupin-Mulvihill – Microsoft Canada

11:45 AM – Noon         CLOSING REMARKS

Noon – 1 PM                 LUNCH & NETWORKING

Panel Guests

Tracey Palmer
Vice President, Operations Support
24-7 Intouch

Tracey has a proven track record for building high performance teams and highly successful, proactive partnerships with her customers.  Relying on her deep insights into consumer behaviors and performance analytics, she enjoys helping businesses connect the dots between consumer experience, satisfaction, retention and profitability.

Tracey brings more than 20 years’ experience in Business Process Outsourcing. Prior to joining 24-7 Intouch, she was Vice President, Contact Centre Solutions for Skybridge Americas Inc.

Having lived, traveled and worked in leadership positions around the world, Tracey says many of her greatest successes have come from embracing diversity, remaining open to multiple perspectives, and helping others.  For the past several years, she has mentored young women who are entering leadership and management positions.

Lydie Toupin-Mulvihill
Microsoft Canada

Lydie Toupin-Mulvihill returned to her native city of Winnipeg 10 years ago to join Microsoft Canada.   She currently wears two hats in the organization.  She is the Site Director for the Winnipeg office and is a Business Program Manager for Customer and Field Advocacy Team.

As the Site Director, she spends her time participating in local community activities like promoting Women and Girls in Technology and initiatives with Education space.   She is accountable for the overall local office culture, assisting in resource development and promotion of the local talent. 

In the Business Program Manager role, she is a change agent and collaborator, who is driving a companywide program that will improve the field assistance experience by driving a unified entry point for 20+ internal services that support the selling motion. The unified experience transformation includes driving technology adoption like AI, Bots and Machine Learning.  

In the first part of her career, she spent time in Edmonton, Alberta and Mississauga, Ontario with Petro-Canada Lubricants in various roles leading customer service, inside sales and managed mining territory as an account manager.  She has a Bachelor of Commerce Honors, Marketing degree from the University of Manitoba.

Dana Barker
Manager, Contact Centre Operations
Manitoba Public Insurance

Dana has been in the Contact Centre Industry since 1994, she has over 20 years of experience in leadership and is currently the Manager of Contact Centre Operations for Manitoba Public Insurance. Over the past 20 years, Dana has led several organizations through change with impactful and meaningful results. She leads by example and exemplifies strong leadership to her team and colleagues.

Dana is a mother of 2 boys, which are now grown adults, but has spent just as many years in hockey rinks volunteering and cheering.

Dana Barker, has been a volunteer for MCCA for over 5 years. Currently holding the position of Past Chair, Dana was the chair of the Board of Directors from 2014 to 2017.

Dana believes that Industry success is judged not only by our customers, but by our employees and the community we live in, in an ever-changing environment where expectations constantly increase.  Today’s Contact Centres continue to triumph in their ability to meet the needs of consumers with multiple communication solutions amidst rapidly changing communication choices.

Contact Centres continue to provide customer satisfaction and value to consumers, while offering both challenging and rewarding work experiences.

Shannon Granovsky
Manager Customer Service
Manitoba Blue Cross 

Shannon Granovsky began her career with Manitoba Blue Cross in 1986. The majority of her career has been spent in Customer Service with a steady advancement through the department. She assumed her current Customer Service Manager Role in 2010.

Shannon is a tremendous leader with the ability to adapt to the needs of the customer. She leads her team with passion and respect and is valued throughout the customer contact community. She brings a wealth of experience and knowledge to every project she leads. A true champion when it comes to change and setting her team up for success!

Shannon was awarded the 2011 Manager of the Year by the Manitoba Customer Contact Association. She has completed the Certified in Management (CIM) program at the University of Manitoba. Shannon is also an active member of the Manitoba Customer Contact Association and sits on the Board as secretary/treasurer. 

Susan Simcic
Manager, Technical Support & Communications

Susan is the Technical Support and Communications Manager with Celero and has been in this role for 2 and a half years. She holds a Computer Support Training Certificate from Red River College, as well Principles in Management.

Susan is Avaya certified and has a certificate in Call Centre Work Force Management as well. More recently she has become ITIL certified focusing on the Service Desk Management part of her career. She is in her 5th year on the board of directors and her first year as Vice-Chair for the Manitoba Contact Centre Association and has over 20 years’ experience in customer care management in a contact centre environment including help desk.

Susan’s past experience includes working at the St. Boniface Hospital where she managed a team of scheduling, payroll and contact centre associates. Her experience also includes working at Tribal Wi Chi Way Corporation where she was the Call Centre Manager for the Canada Student Loans program. She spent 5 years with ReachCanada where she managed the outbound program and 11 years with Convergys where she started as an agent on the phone working her way up to Management. Susan has managed a variety of staff up to 250 people at one time.

Susan understands that teamwork is what counts and always looks for ways to engage her staff in processes and changes whenever she can. As a result, she has gained loyalty amongst her team and achieves high satisfaction and engagement scores for the BSME surveys. For 2017 she achieved 91% employee engagement which is at a platinum level. Susan believes in the development of her staff and provides opportunities for training whenever possible. 

Enter to win!

  1. Draw for 2 Executive Coaching sessions (retail value of $750.00)
  2. Thermal Experience, Massages & Body Treatments with Specialty Massage (90 Min) and Specialty body treatment (retail value of $325)
  3. MAC cosmetics gift card (retail value $250)

        $49  member pricing (for all MCCA, ICTAM and FAB members)
        $99  non-member pricing

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Contact MCCA to learn more! Email ask@mcca.mb.ca or call 204-975-6467

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