Spearhead Training > The Training Team > Theresa Ann Findlay

Theresa Ann Findlay
Theresa Ann Findlay

Theresa Ann Findlay

B.A. (Hons), M.Ed. (Master of Education - Workplace Learning and Change Specialisation)
Senior Management Associate, Spearhead Training, UAE

A native of Toronto, Canada, Theresa has over 16 years’ corporate experience in management, learning, and employee development, including seven years in specialised training roles.

Graduating in 1992, with a B.A. Honours degree from the University of Waterloo, Ontario, Theresa moved to Vancouver, on the West Coast of Canada, to begin her business career. In Vancouver she worked in a variety of administrative and management roles in marketing and advertising. In 1996, she joined a marketing company with responsibility for leading and coaching an out-bound telesales team, business-to-business sales and product promotion. During this time she also took time to study karate, meditation techniques and yoga.

After relocating back to Toronto in 1998, Theresa worked as Office Manager for a major health rehabilitation centre, before joining Bell Canada Enterprises, Canada’s largest communications company, in October 1999, as Operations Manager. In this key post, her main responsibilities were: coaching 40+ key administrative staff in processing customer orders for residential services, implementing business improvement strategies through quality assurance programmes, efficiency projects, and performance improvement plans.

During her eight years with Bell Canada, working in a number of key management roles, Theresa gradually developed her passion for training and development. One of her most challenging, yet rewarding roles, was as a Wellness and Attendance Manager with Bell. This one-year special assignment from January 2002 to January 2003, focused on implementing organization-wide changes to improve employee attendance – which had become a key concern of senior management. This specialist role included developing successful monitoring procedures and strategies, to address major issues. Some of the measures taken included: Stress Management training for all employees, implementing new attendance and reliability guidelines, and looking at ways to enhance employee motivation. The results were very positive, with employees and front-line management adopting an improved culture of accountability and personal responsibility in relation to attendance.

Following the success of this role, in 2003 she moved to a new position within Bell, as Call Centre Manager. This post involved managing a busy call centre of 25 technical staff supporting technicians in the field, who were troubleshooting on-site with customers. Key responsibilities included a great deal of coaching and development, and contributed to Theresa wanting to move into corporate training in a full-time capacity.

In 2003, her interest in training led to a return to higher education, to complete a certificate in Adult Education and Training at the University of Toronto. Shortly after starting her certificate she moved into a role as Training Manager at Bell. In this post, she was responsible for the design, development and implementation of technical training – from needs analysis, to writing software manuals, training the trainers, and assisting on-site during software roll-outs.

Continuing to follow her life-long interest in personal growth and development, Theresa undertook part-time studies at the University of Toronto, earning a Masters Degree in Education. The key area of interest for her Masters was workplace learning. Her research covered: Transformational Learning, Work, Technology, The Knowledge Economy, and Creating a Learning Organization.

Prior to relocating to Abu Dhabi in 2014, Theresa held a senior administrative role with the University of Toronto’s Advanced Imaging and Education Centre at Toronto General Hospital. Reporting to the Imaging Department’s Site Chief and Vice Chief of Clinical Operations and Education, she oversaw the day-to-day operations of a hands-on training centre. Part of her duties involved assisting Clinical Instructors in achieving course accreditation with the Royal College of Physicians and Surgeons of the Province of Ontario.

Theresa has excellent communication, facilitation and presentation skills, gained through her leadership and corporate training experience. While she is familiar with the theories and methodologies of adult education, it is her extensive experience in leadership and coaching that ‘grounds’ her in real world challenges. She is passionate about workplace learning and helping people to engage in meaningful development paths.

Theresa joined Spearhead as a Senior Management Associate in January 2015. Her key areas of expertise include:

Management & Leadership
>Supervisory Management Skills - For 1st / 2nd Level Supervisors
>Leading High Performance Teams
>Developing Management Skills
>Creative Problem Solving & Decision Making
>Planning & Organizing Skills

HR Management &Training
>Interviewing Skills - For Recruitment & Selection
>Train The Trainer - Group Training Techniques

Customer Service
>Customer Relationship Management
>Etiquette For Excellent Customer Service
>Improve Your Telephone Skills - ‘How To Win & Keep Customers’
>Customer Care & Telephone Skills

Administrative Skills
>Office Management
>Professional Secretarial & Administration Skills
>The Perfect PA - For PAs & Executive Secretaries

Sales & Marketing
>Improving Your Sales Skills - The Key Elements Of Successful Selling
>Presentation Skills - Making A Powerful Impact On Any Audience

Personal Development
>Self & Time Management
>Stress Management
>Developing Effective Interpersonal & Communication Skills
>Assertiveness Skills (& Dealing With Difficult Situations)
>Understanding Emotional Intelligence

Business Writing Courses
>Writing For Business (Level 1)
>Taking Minutes Of Meetings

Additional Courses (In-Company Only)
>How To Conduct Effective Meetings
>Be A Better Listener - Active Listening Skills
>Brilliant Body Language!
>Business English Foundation Course
>Email Etiquette

Last Updated: 29/02/2016

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