1. P H I L A C K E R M A N 604.779.3636
philackerman@shaw.ca
704 – 1254 Pendrell Street
Vancouver, B.C V6E 3N4
Ar e a s o f E x pe r t i s e
 Client Relations
 Operations Management
 Business Development
 Communications
 Customer Service
 Financial Performance & Reporting
 Facility Management
 Performance Management
 Project Management
 Risk Management
C a r e e r S yn o p s i s
Central Poll Supervisor/ 2015
Revisions Agent
Elections Canada
Business Development Manager 2015
SmartCity Foods
Consultant 2014 - 2015
Independent Start-up Planning
Operations Manager 2014
Mr. Swirl Plumbing
President/Owner 2010 - 2013
L2 Talent Management Inc.
Venue Security Manager 2010
RCMP Integrated Security Unit
2010 Vancouver Winter Olympic Games
General Manager 2008 - 2009
Goodbye Graffiti - Fraser Valley/Okanagan
Call Centre/Sales/Operations 1997 - 2007
Lasik Vision (Director, Call Centre Operations)
PCMG Canada (Senior Associate)
ENQUIRY BC (Call Centre/Ops Manager)
Multiactive Software (Director, Inside Sales)
Advertising Sales Manager 1994 - 1996
Pacific Press (Vancouver Sun/The Province)
RBO (Call Centre) Supervisor
Rogers Cablesystems Ltd. 1989 -1993
E d u c a t i o n
University of British Columbia 1977-1979
Insurance Council of BC 2009
Justice Institute of BC 2009
P RO F I L E
Experienced 55 year old with a successful background in business including
operations, contact centre management, people development, project
management, communications and financial responsibility seeking employment
with a socially conscience entity focusing on people, advocacy, growth,
acceptance, tolerance and well being; looking to bring my interpersonal skills,
combined with my business and life experience to support individuals,
groups, projects and systems.
R E C E N T AP P O I N T M E N T S
 Elections Canada (TERM) (September 2015 – October 2015)
Central Poll Supervisor
Revisions Agent
 SmartCity Foods (CONTRACT) (March 2015 – July 2015)
Business Development & Sales Manager
S E L E C T E D AC H I E V E M E N T S
 Restructured and grew a laser vision correction provider’s call centre from 16
to 200 seats; increased revenues from $70K to $200K per day; reduced call wait
times, dropped calls and average talk times resulting in significant cost
savings.
 Increased advertising sales revenue of a daily newspaper publisher by $3M in
year one within the confines of a highly political, unionized workplace.
 Evaluated and analyzed business processes of three competing
telecommunications companies to facilitate implementation of an upgraded
telecom system in a newly built 200 seat call centre resulting in the smooth
implementation, and seamless changeover, for both internal and external
stakeholders on $1M project.
 Managed attainment of negotiated performance metrics for ENQUIRY
BC/Service BC, the Government of British Columbia’s information and referral
service call centre achieving negotiated Service Level Agreements (SLAs) and
Key Performance Indicators (KPIs) relating to call activity and information
reliability.
 Audited insurance claims and lawsuits for major Canadian professional liability
underwriters primarily involving architects and engineers; managed multi-
million dollar claims only incurring the costs of legal counsel when prudent,
saving our clients millions annually.
 Served as President of the Vancouver Lacrosse Association and on the
Executives of both the British Columbia Lacrosse Association and Alberta
Lacrosse Association; coached young athletes, some from less than ideal
backgrounds, providing opportunities for them athletically, socially,
emotionally and in some cases academically.
 Served as Director of three Vancouver Community Centre Associations.