President & CEO
John is a visionary, people-focused leader with more than 25 years’ experience in the telecommunications industry. Since assuming leadership of Nordia in 2009, he has grown the company from 1,300 to 5,000 employees while expanding service offerings and Nordia’s Canadian footprint from 3 to 14 centres, as well as successfully transitioning ownership to Birch Hill Equity Partners in 2015. In this time, Nordia has become the leader for customer service solutions in Canada with an industry-wide reputation for unparalleled quality and customer service, including the lowest employee attrition and highest employee satisfaction in the industry. Prior to joining Nordia, John held numerous executive positions at Bell Canada notably in the areas of call centre management, customer relations, and sales and loyalty. For example, in 2008, he led Bell’s Call Centre Outsourcing Management group where he engineered a major consolidation of Bell’s external call centres around the world, introduced new partner support models and revamped the compensation model. From 2003-2006, he was VP, Sales & Marketing at Expertech Canada (Bell’s network construction subsidiary) and President, Expertech U.S.
VP, Finance & Operational Support and CFO
Guy joined Nordia in 2013 and is accountable for finance, technology, facilities, workforce management and business intelligence. Guy has played a key role in spearheading Nordia’s expansion and acquisition strategy, which has seen the company grow from 5 to 14 centres in the last four years. Guy has strong operational, strategic and financial experience, with more than 18 years with Bell Canada and Teleglobe, in senior positions managing call centre sales strategy, outsourcing, capacity planning, as well as numerous financial roles. He is a Certified Public Accountant (CPA), with a Bachelor of Business Administration and an MBA from the University of Montreal’s renowned HEC business school.
VP, Operations (Ontario and West)
Rob joined Nordia in 2011 as VP, Operations and currently manages Operations and client relationships for our Ontario and Western Canada centres. He is a pragmatic, results-based leader with more than 25 years’ experience in the telecommunications industry. Rob previously held roles at Bell Canada, notably in Field Services, Finance, call centre management (Consumer, Credit & Collections, 611 Repair), residential services project management as well as partnership management for TV & Internet.
VP, Operations (Quebec and East)
Denis is a seasoned Operations executive with strong people and analytical skills. He joined Nordia in 2013 as VP, Operations after a successful 21-year career at Bell Canada where he managed various call centre operations such as Loyalty & Retention and Customer Service. Denis also held key roles in planning and improving operations effectiveness. Denis is accountable for Operations and client relationships for Nordia’s Quebec and Eastern Canada centres.
VP, Operations, New Business Sectors
Luc is a passionate, hands-on and results-oriented leader who manages operations for Nordia’s new business sectors. He has more than 22 years of solid customer operations experience. He joined Nordia in 2011 to launch the Laval centre and in 2016, he led Nordia’s Talent Acquisition team, where he was responsible for attracting and hiring 3,000 customer service specialists across 14 markets. Prior to joining Nordia, Luc successfully led operational teams at Bell Canada in roles such as Sales Manager, Sales Development Director and Regional Senior Manager for various lines of business.
Anita de Laurentis
VP, Human Resources & Labour Relations
Anita has been focused exclusively on managing Nordia’s Human Resources, Recruitment, Training and labour relations since 2013. She joined Nordia in 2004 and was promoted to VP, Operations in 2005 and became General Manager, HR, Labour Relations and Operational Support in 2010. Anita has more than 26 years of contact centre experience, starting off as a customer service representative in the airline industry. Prior to Nordia, she led the startup of call centre operations in Ottawa, Toronto and Vancouver for Intair Transit.