Bonnie Munslow is one of the most experienced municipal customer service leaders in the region, having built and led Newmarket's award-recognized program from the ground up, establishing the corporate contact centre, implementing CRM, redesigning business processes, and taking end-to-end responsibility for all customer-facing services across the organization. Her experience spans the full arc of customer service transformation - from vision and strategy through to technology selection, implementation, and ongoing service delivery.
A former board member of MSDO and a consultant with Perry Group for over five years, Bonnie has brought that hands-on expertise to engagements with Guelph, Oakville, Ajax, Scugog, and numerous municipalities across York Region, advising on customer service strategy, contact centre design, CRM implementation, and integrated service delivery models.
Time with Perry Group: Since 2018
Municipal Experience: Previously with the Town of Newmarket, as the Manager of Corporate Customer Service. Introduced centralized servicing to the corporation. Responsible for leadership of the Customer Service dept which consists of the contact centre and three CS satellite kiosks at the Recreation centres and Seniors' Centre. As the corporate leader of the Customer Service department, responsible for customer service standards, corporate policies, corporate CS training, contact centre performance, policies, procedures, and metrics across the department.
I've also provided consulting services to help other York Region municipalities improve their customer service delivery. This included the formulation of implementation strategies related to the introduction of centralized service centre models, enhanced CS training for municipal services, establishment of key performance metrics, process improvements, service level agreements between the CS department and other departments, and cross-department organizational reviews.
Specialities: Implementation strategies related to improved contact centre performance, centralizing of services, corporate standards and policies, people leadership, change management, mentoring, CS training, process re‑engineering, using technology to improve service delivery.
Skills and Certifications: Subject matter expert in municipal service delivery
Recent Projects: York Region - Public works contact centre - part of the Perry group team that helped to assess effectiveness, identify opportunities for improvement, and to seek out potential for unlocking capacity for future opportunities.
York Region - Access York contact centre - part of the Perry Group team to identify opportunities to improve the customer experience, identify service improvements & decrease demand to the corporate contact centre.
City of Orillia - build a strategy to identify service improvement opportunities, improve the customer experience and create an implementation plan for a centralized servicing model for a corporate contact centre. Create corporate customer service standards, customer service policies & training for the corporation.
Fave Recent Project: City of Orillia – Customer Service Strategy. I love helping municipalities improve service delivery for their residents, visitors, and elected officials, regardless of whether the concept of improved service delivery is new to them or if they are trying to improve or refine the model and the levels of service provided.
The City of Orillia is an exciting project; the leadership team sees the value of improving customer service by introducing standards, targeted training, and centralizing services even though they are a smaller municipality. Orillia is experiencing a fair bit of growth; it's a popular tourist destination as well as a welcoming city for people wishing to move to a quieter community, with great cultural offerings.
Hobbies: Reading, travelling, Pilates
Fun Fact: I'm learning to play Pickleball