Manager, Service Delivery, Markham Public Library
Michelle has an Honours Bachelor of Arts and a Master of Information degree, and a Teaching Certificate. In addition, she has a Certificate in Public Library Leadership from the Canadian Urban Libraries Council. Before joining MPL, Michelle worked for 10 years in the private sector, at TD Financing Services (now TD Auto Finance). At TDFS, Michelle was the National Manager of Customer Service, responsible for the operations of three very busy Canadian contact centres. At MPL, Michelle is responsible for all public, technical and virtual services departments. In both of these roles, at TDFS and MPL, Michelle has relied heavily on data and on evidence-based decision making in order to achieve the strategic goals of the organization.