Denice Farrell

Denice is a Co-Founder and Partner at Find Perfect Balance, an organization that is focused on the development of leaders to not only lead, but to inspire employees to want and to deliver more through personal reflection and improved operational excellence, resulting in consistent balanced outcomes.

Denice is a Co-Founder and Partner at Find Perfect Balance. Find Perfect Balance is an organization that is focused on the development of leaders to not only lead, but to inspire employees to want and to deliver more through personal reflection and improved operational excellence, resulting in consistent balanced outcomes. Denice has 30+ years of experience as an influential, results and customer focused executive. She has led multiple large multi-faceted teams driven to achieve business goals, superior operational performance while enabling best in class engagement. Denice has advanced through her career from a frontline support team member, to her most recent role as a VP of Canada’s largest contact centre operations leading over 6k team members nationally. Denice also brings a wealth of experience and a passion in training and development. Denice has specialized in the Telecom and Communications industry, throughout her career. Excelling in a number of leadership roles between two of the largest national communication companies in Canada, Bell and Rogers. Denice has been acknowledged as an outstanding mentor and coach who is energized by the potential to share her passion, knowledge and experience as a leader with the clients of Find Perfect Balance.

Denice started her career at Bell Mobility in 1992 as a frontline employee, recognized for her ability to connect and influence others. It was the demonstration of those leadership skills that unlocked the opportunity for her to take on the role of Training and Coaching Leader and a series of progressive operational leadership positions throughout her tenure with Bell. Denice spent 15 years building and leading teams that enabled a balanced focus on engagement and culture while still delivering high performance and contributing to the growing success of the wireless market for Bell Mobility.

FROM OUR CLIENTS & COLLEAGUES

I have been working at Rogers Communications under the leadership of Denice for the last 3 years. While working at Rogers I have had the privilege of having Denice as my Department Director. Denice always has an “Open Door Approach” and this makes working on her team a pleasure. Denise is always approachable and encourages her team to always be at their best by providing constructive feedback. Any organization would be very lucky to have Denice on their team.

Mark Venditello, Business Premium Support Consultant
I have had the opportunity to work with, and for, both Denice and Eric at various times in my career. Both are individuals that I have learned some key foundational leadership lessons from. I can attest to their passion for both employees and customers. The clarity they provided to me and my teams to connect our day-to-day actions to our overall vision, helped us understand the strategy and deliver exceptional results.

I am proud to say that the lessons I learned from them helped me to advance in my career, and I continue to transfer that knowledge to my leaders to help them develop to their full potential.

Ahmad Rakie, VP Operations, Neilson Financial

In 2007, Denice started her journey at Rogers. Denice held a series of leadership positions across multiple business units at the Director level further expanding her knowledge and breadth of experience. She continued to advance into more challenging roles with growing accountabilities including promotions to Senior Director and in 2021 to Vice President of Contact Centre and Sales. Denice’s mandate was to deliver the highest level of customer experience and revenue growth across all contact channels which included voice, chat and email interactions for both consumer and B2B customers for Rogers, Fido, Cityfone and Chattr brands. Operational expertise and leadership focus enabled Denice and her teams to consistently surpass expectations on key productivity measurements and engagement, highlighted by the launch of Apple in Canada, B2B world class call centre certification for 6 consecutive years, First Call Resolution Certification for 7 years in a row and Telecom Call Centre of the year in 2016.

In June 2023, Denice achieved her certification as a Working Genius Facilitator. As a Certified Working Genius Facilitator, she has received hands-on training from the Table Group team and been equipped with the tools and resources to help people leverage the Working Genius model with individuals, teams and organizations.

Denice’s passion for coaching and mentoring extends beyond the work she is now doing at Find Perfect Balance. She is also a dedicated mentor for the Triec Mentorship Program, assisting new immigrants to Canada learn how to successfully navigate the job search process and understand Canadian workplace culture.

Working at Find Perfect Balance is giving Denice the opportunity to use her deep experience and fulfill her mission of inspiring existing and future leaders to do the best work of their lives.

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