SPEAKERS & SESSIONS

Check back on this page often as it grows with our great speaker lineup!

This year, our theme is all about "Keeping it Local".  All of our speakers are from Atlantic Canada ... and all of them are "keeping it real".  Ground-level, real-world, take-back-to-your-office kind of topics!  Just like you asked for.  Check out our growing lineup and send in your conference registration ASAP.  The early bird deadline is approaching fast!

Greg Bambury
Bedford, NS

Purpose-Driven Performance 

“It’s remarkable how much of a productivity kicker an organization gets from top talent. A recent study of more than 600,000 researchers, entertainers, politicians, and athletes found that high performers are 400 percent more productive than average ones.” -- Recent McKinsey report on productivity.

The global, national and local competition for top talent is intensifying daily.  This presentation will explore how to leverage one of the most engaging attributes any organization, company or team can provide its top talent – a sense of purpose.


Greg Bambury is the Chief Human Resources Officer for Medavie, a leading health solutions partner, and its two Operating Companies – Medavie Blue Cross and Medavie Health Services.  Greg has a pivotal role in driving employee engagement and supporting the ongoing growth and transformation of the organization. With more than 25 years of extensive experience as a leader in human resources, Greg has driven major strategic initiatives within numerous large and complex organizations.


Mark Black
Moncton, NB

The Resilience Roadmap: The Strategic Framework for Thriving in Challenging Times

You deal with adversity on a daily basis. In order to succeed in the face of adversity, one tool is essential, resilience.

In the Resilience Roadmap, Mark provides you with a framework for success despite the odds.

This program will help you:

  • Decrease employee absenteeism
  • Eliminate excuses and whining
  • Increase productivity
  • Enhance company culture

Using his life story of battling life-threatening disease, surviving a Heart & Double-Lung Transplant, and recovering to run marathons, Mark will show you how to stop complaining and start celebrating.

Be inspired, motivated and empowered with the tools to overcome your challenges.


Mark Black is a heart and double-lung transplant recipient–turned–four- time marathon runner. A resilience expert, coach, and author, Mark helps people “Thrive in Challenging Times.” His programs provide the tools to transform your adversity into your advantage.

Mark doesn’t just teach resilience, he embodies it. Born with a life-threatening heart defect, Mark underwent two open-heart surgeries before the age of one. He battled his condition and its limitations for twenty-two years until he was forced to deal with the biggest obstacle of his young life. His doctor informed him that his heart was failing, and without a rare and dangerous heart and double-lung transplant, he would not see his 25th birthday.

In 2002, Mark was fortunate that a suitable donor was found. He not only survived the surgery, but less than 3 years later, Mark became the only man in history to run a marathon with someone else’s heart and lungs.


Joe D'Ettore
Moncton, NB

Taking Control of your Personal Brand

Personal Brand is something that, for the most part, we own and are primarily responsible, both directly and indirectly.  

The questions addressed in this session include , but are not limited to, what personal brand is, how we contribute to our personal brand, how others contribute to it, and how we control and/or change our brand in both our personal and professional lives.


Joe D’Ettore is a Royal Bank of Canada Retiree who previously enjoyed 40 years of service with RBC in numerous roles ranging from Branch, Operations, Project Management, Head Office and large Centre Management.  His last job was as Centre Director for the RBC Contact Centre in Moncton where he served for 10 years ending in May 2018.


Serge Martin
Moncton, NB

Coaching and The Science of Habits

This session will demonstrate executive-styled coaching while discussing how our habits and changing our habits through coaching can help enable success in our contact industry! Come see coaching in action and deep dive into the neuroscience behind it.


Serge is currently a Performance Enablement Manager out of the Moncton Rogers call centre and has worked in the contact industry for over 17 years. He is currently a member of the International Coaching Federation (ICF) and has achieved the Associate Certified Coach level through the ICF. 

Passionate about coaching, and enabling others to succeed, Serge has taught and facilitated coaching and best-in-class customer impacting behaviors in many locations across Canada.

While coaching with clients Serge employs a light-hearted approach to encourage trust and can help develop awareness in the mind of the coachee. He is passionate about guiding others to discover fulfillment in their own coaching adventure by exploring ideas and paths not yet taken.


Dallas Mercer
St. John's, NL

Sick Leave Claims and Costs:  How to mitigate these, and help employees with early and safe return to work

Are you ready to address the harsh reality about your workers’ compensation costs and how you as an employer can influence them?  Join your peers in the public and private sector who have attended sold out sessions with Dallas Mercer.   Learn about the reality of workers’ compensation and what you can do about skyrocketing premiums, claims’ duration, sick leave and disability management costs.


As President and CEO of DMC, Dallas Mercer is leading the company through an aggressive growth plan. Dallas is committed to ensuring the vision of the company is maintained.  "I started my business to help employers navigate the complex disability management claims process, and this remains my focus”, she says.  Ultimately, it’s Dallas’ expertise in disability management, combined with her perseverance, that have helped her grow DMC (Dallas Mercer Consulting Inc.) from a business started in her basement 17 years ago, to one that now offers workers’ compensation and sick leave management, safety and industrial hygiene consulting services across Canada.

Dallas Mercer was born a leader.  The fourth of five children born to a welder and postmistress, in Harbour Grace, Newfoundland and Labrador, Dallas lead the charge in pursuit of the greater good in her high school and community at a very early age. Dallas completed her BA at Memorial University and has since completed the Entrepreneur Leaders Program, Wallace McCain Institute, University of New Brunswick; Leading High Growth Business, Harvard Business School; Certificate in Disability Case Management, Dalhousie University; Certificate in Alternate Dispute Resolution, Windsor Law School.   Dallas sits on the Wallace McCain Institute Advisory Board as well as the Memorial University Board for the Centre of Entrepreneurial Excellence.

Dallas list of awards and accolades is impressive. In 2019, she was named the Wallace McCain Institute’s “Carpe Diem” Award winner for Alumni of the Year. Atlantic Canada Business Magazine has recognized her as a Top 50 CEO in 2017, 2018 and 2019.   Dallas and DMC won the Newfoundland and Labrador Organization of Women Entrepreneurs (NLOWE) RBC Award for Entrepreneurial Excellence in 2015. She was named one of the Top Ten Business Leaders to Watch by Atlantic Business Magazine in 2012 a year in which DMC also won the St. John’s Board of Trade Business Excellence Award for Growth in Sales and she received NLOWE’s Innovation Award.

Dallas freely admits the line between work and home is blurred as she and her husband Pete, the company’s Chief Operating Officer, regularly have board room discussion around the kitchen table.   Dallas and Pete have an 11-year-old son Max, who they adopted from Kazakhstan. 

Dallas is a proud Atlantic Canadian who has been called a “force of nature” by one of her mentors, Frank McKenna.   Never tell Dallas she can’t do something; she will prove you wrong every time.


Jason Purdy
Moncton, NB

Workshop:  Customer Service Excellence
Workshop:  Culture & Mental Health

Management level perspective on how to lead employees to developing customer service excellence and  understanding.  /  Understanding the critical role culture and mental wellness play in your organizations overall health.


Jason is the Executive Director with ContactNB Inc..  He has an extreme passion for our industry and our people.  Jason is people-centered and -focused, believing our people are our strongest positive resource for the province.  He has worked in various for-profit and non-profit organizations.  His contact centre experience comes from three years of working as a 911 Operator and six years managing a customer service department with an international organization.  In his non-profit work in mental health and immigration, he became a master trainer in mental health subjects and cultural diversity.  Jason has spoken to and made presentations to groups such as the NB Association of Chiefs of Police, the NB Legislature and various NB Government committees, along with the Conference Board of Canada regarding the impacts of mental health on Canadian businesses.

Voted #1 speaker at Contact Atlantic 2018 by YOU!


Stephanie Shipley
Keswick Ridge, NB

Leadership – The Pink Elephant

Leadership – The Pink Elephant is designed to take a hard look at Leadership Skills and Techniques while talking about the “unwritten rules” that, when known, allow for higher employee retention, increased productivity, decreased staff drama and soaring employee engagement levels.


Stephanie Shipley CPACP, CPACO hails from New Brunswick and has held various leadership roles in the hospitality industry before branching out into the world of entrepreneurship with two companies of her own.  Paw & Order Inc. is a world renown pet care facility located in the Fredericton area and Higher Paws is where she focuses her time as a Pet First Aid & CPR Instructor, public speaker, published author and consultant.  As a consultant she travels all over North America offering expertise in the areas of operations, financial performance and human resources for a variety of industries large and small. 

With over 15 years of leadership experience in New Brunswick customer contact centres as a Director of Operations and Director of Human Resources, Stephanie has become internationally known for her creative leadership training programs and leadership goal setting retreats.

She sits on the Executive Committee for the Professional Animal Care Certification Council and is Canada’s only Certified Professional Animal Care Operator.


Dale Smith
from Moncton, NB

Building the Skills That Can Turn Conflicts into Opportunities

Conflict is a normal part of any productive relationship and as every great leader knows the key is not to avoid conflict but to manage this challenge through to a positive outcome. When handled in a respectful, calm, open and honest manner, conflict provides an opportunity to strengthen the bond between two or more people. This talk will look at different types of leadership behaviour patterns coupled with the core Emotional Intelligence skills required to negotiate this high energy and emotive state. Dale will overlay this real time story telling on the power of organisational conflict and the positive and negative impacts it can have on building healthy team dynamics.  

Workshop:  Conflict Resolution for Team Managers, Coaches or Senior Agents

This workshop will help you understand the nature of conflict; triggers to conflict, different motivation and communication styles and show you how to implement strategies that address and resolve conflict.  Utilising behavioral research, Emotional Intelligence and NLP, it will combine theory, discussion, interactive exercises and increase personal self-awareness.

·      Know why and how conflicts can develop
·      Understand your own and others’ communication styles
·      Communicate assertively without being aggressive
·      Techniques to defuse conflict with mutually-beneficial outcomes


Dale Smith is well versed in Emotional Intelligence and neuroscience and leads the development of new theories and programmes on behalf of Bridge. He is a master practitioner of NLP with degrees in Psychology/Sociology and Business Marketing

as well as an accomplished international speaker and facilitator and has presented at several industry conferences and events. He has worked extensively with clients in Canada, the UK and abroad in Employee Engagement, business transformation and building organisational cultures that best reflect the brand promise.


Samantha Stewart
Fredericton, NB

Know Where You're At:  Lessons from the Wrestling Mat

On the wrestling mat, knowing where you are in relation to the outer circle and controlling the zone is a critical competitive advantage.

In this session, you’ll hear from Canadian National Team Wrestler Samantha Stewart on her journey in sport, how she sets goals to achieve performance, and how self-awareness and finding her passion has led her to opportunities beyond sport.


Samantha Stewart is a Canadian National Team Wrestler in the Women's 53kg division, based in Fredericton, New Brunswick. She is a 9-time National Medalist, 2-time World University Medalist, and Rio 2016 Olympic alternate. Her next goal is to compete for Canada at the Tokyo 2020 Olympic Games.

Outside the wrestling ring, Samantha is part of the RBC Olympians program, acting as a community ambassador while gaining valuable work experience and helping to bring the Olympic message to communities across Atlantic Canada.

She is an MEd Counselling graduate from the University of New Brunswick and aspires to become a sports psychologist to combine her passion for helping others discover their purpose and achieve their aspirations and potential in sport. 

In the community, she also volunteers her time as a sport ambassador with the NB Sport Hall of Fame and KidSport NB to inspire the next generation of athletes, especially girls, to get and stay involved in sport.


Kelly VanBuskirk &
  Mel Norton
Saint John, NB

Employment Law & Contact Centres

This session will be a panel-discussion format with Kelly and Mel, both experts in Employment Law, will take questions from our delegates.  Don't be shy and ask them what you really want and need to know!

 

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