Michelle brings to her role as Manager of Service Peel at Peel Region a wealth of experience in customer service, operations, and process management. With a track record of success, she possesses a keen ability to identify and enhance operational practices while effectively managing personnel.

Her educational background is extensive, having pursued studies at esteemed institutions such as the University of Guelph, Sheridan College (where she completed the Ontario Management Development Program), and the University of Toronto (where she obtained certification in Business Process Management). Additionally, Michelle holds a Green Belt in Lean Six Sigma and is actively pursuing certifications as a Change Agent and in Municipal Leadership from Schulich.

With over two decades of professional experience, Michelle has consistently leveraged her diverse education to implement impactful process improvements in her various leadership roles within the organization, progressing from Supervisor to Manager and Acting Director. Her leadership style prioritizes staff development and fosters strong relationships with partners across jurisdictions.

Beyond her professional endeavors, Michelle is deeply committed to community service, dedicating her time to organizations such as the Municipal Service Delivery Officials (MSDO) for the past 15 years. In 2019, she assumed the role of Secretary on the board before being appointed Chair in 2023. Furthermore, Michelle has been an active participant in the PSSDC since 2022, furthering her contributions to the municipal sector.

Nelson Loureiro, the Assistant Deputy Minister (ADM) of the Customer Care Division in ServiceOntario, within the Ministry of Public and Business Service Delivery (MPBSD), has been at the forefront of the continuity of service excellence for Ontarians who access government services at ServiceOntario. He has over 15 years in the Ontario Public Service and has over 10 years’ experience in municipal government in various capacities. Nelson is keen on innovation and modernization to revitalize government programs and services. Nelson has led the planning and implementation of major technology and service modernization initiatives province-wide. He continues to explore opportunities to reform public services within ServiceOntario across all channels (in-person, telephone and online). He is committed to operational excellence within government and has a track record of implementing best practices to optimize service delivery.

Michelle brings to her role as Manager of Service Peel at Peel Region a wealth of experience in customer service, operations, and process management. With a track record of success, she possesses a keen ability to identify and enhance operational practices while effectively managing personnel.

Her educational background is extensive, having pursued studies at esteemed institutions such as the University of Guelph, Sheridan College (where she completed the Ontario Management Development Program), and the University of Toronto (where she obtained certification in Business Process Management). Additionally, Michelle holds a Green Belt in Lean Six Sigma and is actively pursuing certifications as a Change Agent and in Municipal Leadership from Schulich.

With over two decades of professional experience, Michelle has consistently leveraged her diverse education to implement impactful process improvements in her various leadership roles within the organization, progressing from Supervisor to Manager and Acting Director. Her leadership style prioritizes staff development and fosters strong relationships with partners across jurisdictions.

Beyond her professional endeavors, Michelle is deeply committed to community service, dedicating her time to organizations such as the Municipal Service Delivery Officials (MSDO) for the past 15 years. In 2019, she assumed the role of Secretary on the board before being appointed Chair in 2023. Furthermore, Michelle has been an active participant in the PSSDC since 2022, furthering her contributions to the municipal sector.

Jackie is responsible for the Enterprise Vendor of Record Program (over 75 contracts available for commonly used goods and services), for Advisory services for Ministries, including using advanced procurement strategies to solve government problems, and for vendor outreach for doing business with Ontario as well as supporting functions such as reporting. Jackie is also responsible for the end-to-end supply chain for the Provincial Stockpile of Personal Protective Equipment and Critical Supplies.

Jackie is a seasoned public sector executive with extensive experience in the Ontario Public Sector, most recently as Assistant Deputy Minister of Supply Chain Ontario in the Ministry of Public and Business Service Delivery. In this role, Jackie led pre-pandemic engagement activities related to Supply Chain Centralization where her passion for the vision of Supply Ontario originated.

Jackie is known for her collaboration, stakeholder relationships and people-focused change management expertise and brings strong relationships with Ontario public sector supply chain executives and leaders with her to Supply Ontario.

As Chief of Strategy, Programs and Partnerships, Sunita is responsible for strategic planning, monitoring and reporting, policy development and implementation, governance, stakeholder relations and communications. 

Sunita joined Supply Ontario from the Ministry of Finance, where she most recently held the position of Assistant Deputy Minister of the Strategy, Stewardship and Program Policy Division. In this role, Sunita provided important leadership in the delivery of COVID-19 programs, ensured an effective relationship and alignment with the Canada Revenue Agency, and provided leadership for a comprehensive policy review and consultation around the Ministry’s tobacco tax strategies.

Sunita brings a solid background in stakeholder management, relationship-building competencies and an ability to translate complex, technical policy issues for decision-making and communication purposes.

Amanda Circelli is the Manager Customer Service for the Town of Tecumseh. Throughout her 17-year career in the municipal sector, customer service, communications and strategic planning have been significant areas of focus.  Whether being part of a team decentralizing social services or implementing recommendations from an organizational review, the constant throughout has been the customer perspective and how to foster an environment for the best experience possible. In her current position with Team Tecumseh, Amanda’s team consists of frontline customer service roles as well as the Town’s communication coordinator, which presents an amazing opportunity to ensure service delivery and information strategies are well aligned.  Amanda enjoys the opportunity to collaborate across all departments and truly understand what customer service means for municipal service delivery.

With nearly a decade of experience in engineering and strategic support within the energy industry, Lesley-Ann has a unique combination of tactical and strategic design experience. She holds a Bachelors of Applied Science from the University of Toronto and a Masters of Design in Strategic Foresight & Innovation from OCAD University. As the Manager Corporate Initiatives – Strategic Planning and Organizational Performance, Lesley-Ann leads the development and implementation of the Regional Strategic Plan as well as developing an organizational culture that supports effective collaboration and improved organizational performance.

Alison Burgess is the Director of Communications and Engagement at the Region of Durham. With a strong background in public relations and community engagement, Alison plays a pivotal role in shaping the region’s communication and government relations strategies. She is dedicated to fostering transparent and effective communication between the regional government and its diverse communities. Under her leadership, Durham has been recognized as one of the world’s Top7 Intelligent Communities for three consecutive years. Alison’s innovative approach and commitment to public service continue to enhance the quality of life for Durham’s residents.

Bio coming soon.

Meaghen Reid is the Director of Legislative and Legal Services Division and Town Clerk for the Town of Milton. With over 19 years of municipal experience, Meaghen provides leadership in the areas of information governance and records management, municipal elections, licensing and enforcement. Meaghen also supports Milton Council in its decision-making processes and fulfills the statutory duties of Town Clerk. She has completed a Master of Arts degree in Political Science at McMaster University and the Executive Diploma in Municipal Management (EDMM) from the Association of Municipal Managers, Clerks and Treasurers of Ontario (AMCTO). Meaghen holds the designations of Certified Municipal Officer (CMO) and Accredited Ontario Municipal Clerk (AOMC).

Greta joined the Clerk’s Office at the Town of Milton in 2016 and has worked in various roles, conducting legislative research, providing council secretariat and legal coordination. Her commitment to public service and leadership skills led her to the current role of Manager, Legislative & Legal Services/Deputy Clerk. In this role, she is responsible for corporate governance secretariat, corporate reception, legal coordination and election.  Greta is an active member of AMCTO.  She is currently a Director for Zone 3, member of the AMP Accreditation Review Team and member of the CMO and AMP Advisory Group

Prior to joining the municipal sector, Greta worked for 15 years with various legal firms in different areas of law. 

Greta has a Bachelor of Laws (LL.B.), from University of Tirana; Faculty of Law.  She has obtained her AMP designation from AMCTO and this year she graduated with honors from the Diploma in Municipal Administration Program. 

Iryna Shparyk leads a range of customer understanding, Customer Experience measurement activities, as well as service improvement initiatives at Peel Region. She brings extensive expertise in research and customer insights, developed through her work with industry-leading Customer Experience agencies prior to joining Peel Region.
Most recently, Iryna led the development of a region-wide guide to survey design, providing staff across departments with a standardized approach to designing effective surveys that generate reliable data to support evidence-based decision making. She works closely with colleagues across departments to ensure a consistent, customer-centered approach to service delivery measurement and improvement.
She holds a Master’s Degree in Business Economics and is a Certified Customer Experience Professional (CCXP).

With over 18 years of experience in progressive Crown Corporation and Municipal government roles, Rene is a dedicated leader committed to delivering transformative change while recognizing the unique needs of the workforce and community.

As a Canadian Certified Inclusion Professional, Rene has a demonstrated record of championing diversity, equity, and inclusion initiatives.

Currently, as the Manager, Planning and Performance for Peel Regional Paramedic Services, Rene leads a team of highly skilled professionals in audit, risk, research, education, culture, and wellbeing.

Rene serves on the Municipal Service Delivery Officials (MSDO) Board as the Director at Large. As an MSDO Board member, Rene promotes citizen-focussed municipal service delivery excellence in Canada and inter-jurisdictional cross collaboration.

Scott Kress has been engaging audiences for years. In each presentation he seeks to entertain, to inspire and to educate. Scotts is an author and leadership consultant, helping organizations turn their teams and leaders into passionate achievers. What sets Scott apart from other leadership and team performance speakers is his ability to scale mountains.

Scott is the 51st Canadian to summit Mount Everest and most recently while standing atop Mount Vinson in Antarctica he became the 18th Canadian to climb the seven summits; the highest point on all seven continents. As a team and leadership consultant and trainer what sets Scott apart from other adventure based speakers is his ability to directly connect his story and learning with your organizational, team, and leadership challenges.  Scott teaches Leadership and High Performance team courses at some of the leading MBA and EMBA programs in Canada and the UK.

So when Scott engages his audiences with audacious tales of an ascent of Mount Everest climb where arrests and deportations were frequent, and seamlessly ties that into reaching ones professional and personal goals, you can’t help but listen. And you can’t help but learn as Scott demonstrates that the tools he uses to find success in the mountains are the same tools that each member of the audience can start to use in their workplace.

Scott’s presentations are high-energy, engaging and passionate but most importantly they are relevant to the challenges faced by organizations and their teams today.

Suzanne Holder serves as the Manager of Customer Experience and Innovation for MiWay, City of Mississauga. As an inspiring leader, she guides a skilled team in delivering forward-thinking programs focused on strategy development, customer and employee experience, service excellence, and internal communications. She is driven by a passion for creating inclusive, purpose-driven environments. Suzanne is dedicated to creating environments where individuals feel valued, supported, and empowered to be their authentic selves. She actively champions cultural transformation to support business innovation, using a variety of business improvement approaches—especially human-centered design—to deeply understand user needs and deliver exceptional experiences. She is known for her positivity, professionalism, and creativity, Suzanne is a strong driver of positive change and continuous improvement.

Gemma is a municipal government technology leader, specializing in enabling cloud and digital transformation, leading enterprise portfolio management, and developing organizational strategy. As an award-winning manager, she has lead modernization programs for a range of organizations, guiding cross-departmental teams through high-profile, complex, multi-year programs. Gemma holds a Master of Science and is certified in ITIL, PMP, Prosci Change Management, and Leadership Excellence from Ontario Tech University. 

In addition to her professional achievements, Gemma has been a MSDO board member, Director of Communications & Engagement for the past two years. Gemma’s extensive experience and dedication to advancing municipal technology have led to numerous invitations for her to speak at a variety of conferences and events.

Andy is a customer experience professional with Peel Region. Leading the Service Experience office, he works to understand and improve the customer experience through policy, education, measurement, and service improvement. His career has included extensive work in digital transformation, project management, and contact centre operations. In 2024, Andy was named CX Thought Leader for the Customer Experience Professionals Association Toronto Region.

With over 18 years of experience in progressive Crown Corporation and Municipal government roles, Rene is a dedicated leader committed to delivering transformative change while recognizing the unique needs of the workforce and community.

As a Canadian Certified Inclusion Professional, Rene has a demonstrated record of championing diversity, equity, and inclusion initiatives.

Currently, as the Manager, Planning and Performance for Peel Regional Paramedic Services, Rene leads a team of highly skilled professionals in audit, risk, research, education, culture, and wellbeing.

Rene serves on the Municipal Service Delivery Officials (MSDO) Board as the Director at Large. As an MSDO Board member, Rene promotes citizen-focussed municipal service delivery excellence in Canada and inter-jurisdictional cross collaboration.