Cecelia MacLellan

Background

About Cecelia MacLellan

The best way to lead people into the future is to connect with them deeply in the present – James M Kouzes A career steeped in customer experience, business transformation, and operational leadership has fortified my unique perception of business principles and enabled me to advocate for customer needs while ensuring exceptional client and employee experience. Taking a disciplined approach to managing change while forming collaborative relationships supports my strategic approach to business process and organizational transformation. Leading with integrity while creating raving fans has been my motivation and driving force. There are few things more rewarding than the feeling of supporting a company and it’s peoples’ growth, transformation, and success, I am proud to have been a leader on those journeys. Evolving and progressing through various positions has given me unique insights and experience in- Streamlining operational efficiency and team performance by introducing effective solutions and tools- Spearheading customer satisfaction initiatives by aligning cross-functional teams and operations around the mutual goal- Driving high employee engagement and devotion, supportive of operational and business objectives- Enabling incremental improvements by developing cross-functional communities of practice to resolve customer pain points- Consistently achieving targets for productivity and service level by expertly leading and developing teams- Improving cost per contact through performance improvement, process redesign, automation and digital self service introduction. Customer Experience, Business Transformation and People development are my life and my passion. It doesn't get much better than doing what you love for a living!