Ryan Cantal

• Responsible for the global office portfolio in Berlin, Austin, London, Amsterdam, Tokyo, Munich, Hamburg, Leipzig and a continually growing physical footprint
• Creating an in office experience that is accessible, technologically advanced and culturally welcoming by implementing accessibility measures, installing technical hardware that is relevant and up to date and executing amenities and events that think globally but acting locally.
• Interacting with global vendors in contract reviews, planning and executing on annual budgets and ensuring facility needs are met in a high standard.

Affected by redundancy

• Manage a portfolio of global offices in Berlin, London, Lisbon, and Singapore.
• Lead operational excellence in Office Management, Travel Management and Onboarding topics.
• Work with numerous stakeholders such as IT, Finance, and Management to ensure a unified approach in creating a cohesive and welcoming workplace.
• Design and execute budgetary processes that ensure each office space spends what is allowed by forecasting future spending, reviewing vendor costs, and creating high-impact but low-spend activities.

• Responsible for 7 sites across Western Canada and owns the implementation of Employee Experience initiatives.
• Manage and execute the successful Return to Work transition of all sites by utilizing space management software, liaising with multiple internal organizations and creating accomodations to suit individual needs.
• Support various teams with company events by managing budgets, assisting in sourcing various vendors and ensuring proper head count.
• Engage site leadership regarding general and specific facilities requirements to ensure a safe and comfortable working environment and employees
• Work with different Program Managers to execute new initiatives such as vendor changes, wellness programs and DE&I directives and drive the adaptation to all sites.

• Lead a remote team of 8 individuals (Leads and Specialist), in 3 different time zones.
• Proficiency with G-Suite, Slack, Asana, FreshDesk, FreshWorks and TalkDesk.
• Assisting with the creation of the initial framework in regards to support centre metrics and SLA's (Service Level Agreements), QA compliance checklist and DEI (Diversity, Equity and Inclusion) matrix.
• Responsible for end to end talent acquisition of non-technical roles within the department.
• Spearheading the integration of new systems, by uncovering the needs of the team, negotiating with vendors and training the team to the new system.
• Establishing scheduling and workforce management framework by leveraging historic and live systems reports to determine the appropriate level of resources vs volume being received.

• Manage a team of 150+ employees, including Customer Service Ambassadors, Supervisors and Concierge on Duty daily.
• Oversee 3 departments - Floor (Information counters, Fast Track lanes and Lost and Found), Transborder and Arrivals Hall.
• Responsible for end to end talent acquisition of non-technical roles in all departments.
• Utilized SaaS-based systems such as Slack, Zendesk, TimeForge and Jazz HR to greatly execute efficiencies in operations of the team.
• Collaborate with the airport authority and other stakeholders to promote world-class services by conducting weekly meetings and on the spot touchpoints to alleviate immediate concerns.
• Promote efficiencies in departments by engaging employees to uncover areas of improvement, review SOP's constantly and roll out updates.
• Reduce employee churn by cross-department training to create multi-function Ambassadors, create an open hiring policy to attract top talent and by introducing company-wide engagement initiatives
• Trained and mentored new employees to maximize team performance and achieve daily performance objectives.

• Manage over 100 locations around Metro Vancouver, Vancouver Island, Kelowna and Kamloops.
• Effectively utilized WorkJam as a workforce management system by analyzing team workload and efficiency and executed on results to ensure proper resourcing.
• Utilized SaaS-based systems such as Slack, Zendesk, Spotfire, Looker and Jazz HR to greatly execute efficiencies in operations of the team.
• Create vendor accountability and efficiency by setting weekly meetings to review contractual obligations and negotiate any new terms of service.
• Increase market profitability by 30%, by effectively recognizing high performing locations and relocate fleet assets, close locations that do not generate profits and open new locations to cover areas that have high member concentration.
• Increased workforce efficiencies by 20%, by creating reports to indicate the highest utilized locations and vehicles which lead to pivoting resources to meet demand and customer satisfaction.
• Reduce parking costs by 25% month to month by working with building developers to open spaces in new residential areas, liaise with the City of Vancouver to open street locations and pass a bylaw to allow parking at metered spaces for free for 2 hours.
• Greater member satisfaction scores by utilizing responses to surveys to act on pain points in regards but not limited to vehicle cleanliness, location experience and vehicle condition.

• Manage 5 global offices located in Hong Kong, London, Cardiff, Montreal and Vancouver.
• Promote department efficiency by leveraging Asana as a team and task collaboration tool, Slack and G-suite applications as a communication and scheduling tool, Jira as a project coordination tool and Zendesk as a client ticketing solution to solve and communicate existing queries.
• Collaborate with the Talent and People department by preparing new hire documents, lead onboarding intakes and streamlining employee life cycle by utilizing Jazz HR as an ATS tool.
• Execute accounting efficiencies by incorporating Concur to process credit card reconciliations, vendor invoices and other payments.
• Foster company culture by organizing weekly lunches, summer and winter parties and becoming part of Tech Loves Pride.
• Oversee tenant relations with 2 leased office spaces by providing support with space upgrades and planning, security requirements, tenant relations and upholding contractual obligations from both parties.
• Trained, mentored and supported high-performing team, providing regular performance review, feedback and coaching in deficient areas.
• Aided senior leadership during executive decision-making process by generating daily reports to recommend corrective actions and improvements.

• Provide financial advice to individuals that have delinquent accounts by offering payment relief in the form of delaying payments or deferring payments to the end of the contract.
• Maximize vendor resources by utilizing services to trace vehicle locations, enforce vehicle repossession and collaborate with insolvency agencies to recuperate lost funds.
• Efficiently use multiple systems by leading training intakes in the use of an MS dos based program, an expansive banking CRM tool and the Microsoft suite of applications.
• Exceed departmental KPI's by handling 60 outbound and 30 inbound calls daily and recuperate $3000.00 of lost funds monthly.
• Analyzed loss reports and reviewed with senior management to measure overall portfolio performance.
• Updated account management plans according to customer conditions and competition.

• Empower a team of 15 Specialists by providing support through weekly 1 on 1's, hosting monthly department town halls, upskilling workshops and on the spot recognitions.
• Identified workforce efficiencies daily by monitoring inbound volume - calls, emails and chat - and reallocating resources to meet customer needs.
• Bolster department headcount by executing an ongoing live posting which enabled a full team during times of natural attrition, hosted hiring events within the community and cross-trained with the retail banking branch of TD to promote knowledge sharing, which has lead to seamless role transitions within the organization.
• Execute a revamp of departmental policies and procedures by liaising with Business Advisors to create an easily understandable guideline for new and seasoned Specialists and to promote best practices and efficiencies to business functions.
• Foster employee engagement by spearheading Employee Appreciation events, supporting local charities including United Way for Central and Northern Vancouver Island and The Nanaimo Pride Society.

• Consistently exceeds department KPI's by achieving an average of 90% satisfaction to NPS surveys, have an of intake 90 inbound calls daily and provide training to new hires.
• Achieve 100% adherence to customer privacy by asking required security questions on every call, redact sensitive information to communication transmitted by email or fax and keeping up to date with consumer laws e.g.
• Anti-money laundering.
• Upskill banking relations and knowledge by becoming the liaison to the retail banking branch of TD provide an overview of company operations, share knowledge on best practices and align expectations to clients and the company.