Rhonda is a senior municipal leader with 18 years of experience driving corporate-wide service transformation, culture change, and customer service modernization. She has led and implemented numerous complex initiatives and built high-performing service teams and operations from the ground up.
At the City of Brampton, Rhonda conceived and launched an award-winning After Hours Call Centre that evolved into a multi-channel 24/7 Contact Centre and co-led the introduction of “3-1-1 in Peel,” significantly improving resident access to municipal services. Her work also includes establishing modern frameworks for Corporate Performance, Policy Governance, and Inclusion and Equity, and leading continuous improvement initiatives to modernize municipal services. Most recently, she served as a Management Consultant on the City of Toronto’s Smart City team and previously led the Service Brampton and Service Innovation and Corporate Performance divisions.
Since joining Perry Group in 2023, Rhonda has provided strategic CRM, digital innovation, CX and IT service desk transformation, and large ERP procurement support for engagements with Cambridge, Guelph, Hamilton, Haldimand County, Windsor, York Region, and others.
Time with Perry Group: Since 2023
Time in Municipal Government: 18.5 years, from Project Manager to Director
Municipal Experience: City of Brampton – built & led 2 divisions from the ground up, City of Toronto – Smart City Management Consultant
Specialties: Customer service strategy & transformation – increasing service access and quality through people, process & technology improvements
Skills: Strategy development & execution, governance & relationship management, project management & delivery
Recent Projects: Access York Contact Centre Review, Cambridge CRM RFP Support, Windsor IT Service Desk Transformation Strategy & Roadmap
Fave Recent Project: All great, so far
Hobbies: Skiing in winter, cottaging in summer, cooking anytime
Fun Fact: I've been whale watching on each Canadian coast, in the same week!