Sun Peaks Resort

Director of Employee Experience & HR (Winter Contract)

Okanagan Elevator

Established business in Kelowna and expanded market reach, exceeding sales targets and tripling revenue through in-depth market analysis, business development and scaling processes and talent.

Developed and executed HR strategy in a challenging hiring market for the skills required, achieving zero turnover through retention initiatives.

Co-founder & Owner / VP People & Sales

BSharp Coaching & Consulting

- Executive and career coaching
- Business and board consultant
- Organization design and development
- Strategic development, process creation and continuous improvement

Consultant & Executive Coach

Numeris

Hired to transform from reactive research focus to a proactive data company; strategic workforce exercise to review company talent end-to-end, prioritize future needs and address skills/training gaps. 
•	Led and managed a multi-level team across Human Resource Business Partners, Generalists, Talent Acquisition, Learning & Development, DEIB, Wellness and Recognition. Elevated the function to get out of reactive supervisor level thinking, into proactive strategic management.

Director of People & Culture

FreeAgent CRM

Recruited by Co-Founders to lead HR operations, focusing on talent acquisition and retention for CRM platform during a market downturn. CRM niche focused in the medical field. 
•	Launched and executed an employer brand campaign, increasing job applications by 300%, attracting top talent from Apple, Slack, and EA Games to an unknown B2B SaaS CRM start-up. 
•	Revamped employee relations and talent strategy for a remote and on-site workforce across India, Mexico, the US, and Canada. Restructured the sales organization and solutions consultants.

Head Of Human Resources 

Interior Health Authority

In the Organization & Leadership Development function:
Succession planning framework for a health authority serving 800K people in a forest fire-prone region. 

•	Assigned to complete a case study for recruitment for a prior Director, reviewing the health authority mandate, available data, high-level root causes, issues and make key recommendations to resolve. 
•	Uncovered talent reporting and succession data and insights that were previously unknown to the management team responsible for recruitment and L&OD at the time.
•	Proposed several tactics and plans to approach executive succession planning, and succession planning across Interior Health; including hands on support with a request process available to the entire organization, a full executive team review, and partnering with the VP and board. 

Contract role converted to permanent; left for a headhunted contract opportunity and promotion.

Consultant - Executive Succession Planning & Leadership Development

WestJet

During my tenure at WestJet, I was entrusted with leading the comprehensive People & Culture strategy leading up to the airline’s acquisition by Onex. This included developing and executing a global strategy, ensuring alignment with corporate goals, and optimizing workforce strategies. I spearheaded the creation of a P&C "war room" to facilitate complex planning, which later evolved into a COVID command center. 

In addition supporting the governance and all People & Culture board documents, I was deeply involved in shaping WestJet’s long-term people strategy, from improving organizational culture to enhancing employee engagement and leadership development. My proactive approach and ability to pivot under pressure helped the company maintain strong leadership during uncertain times.

People & Culture - Executive Strategy

Continuously promoted through over a decade long career in Aviation; successful in working across multiple verticals from HR, Operations, Commercial and Finance. Known for my approach to leadership and talent management, and mentorship program experience – recruited to help teams shift performance and strategy.

•	Promoted to oversee and support a 150-person team, developing a five-year people strategy to drive the airline's expansion. This included building a talent strategy to identify the critical skills needed for the future of the airline, while investing in improved technology and advanced network capabilities.
•	Creation and management of a $$MM department budget, and close collaboration with all business unit leaders across the company to ensure HR needs were met through budget and operations. 
•	Developed P&C metrics and a five-year scorecard and strategy with Power BI to help optimize and measure successful delivery.

Executive Advisor to the People and Culture team

•	Promoted to direct three teams across Canada (logistics, customs, dangerous goods). Created technical talent strategy for areas of expertise outside of my wheelhouse by building trust and relationships with the team, active listening and root cause problem solving. Identified talent needs, created a candidate pipeline, and put in place a five-year succession plan that went on to sustain the airline to present-day (on their third planned move of five, years after I left).
•	Reshaped team structure for scalability, accelerated recruitment process and hired new customs specialist to support the recovery of $1M in duties.

Manager - Global Logistics

•	Leveraged ADKAR and Prosci methodology, combining change management and project management approaches to drive the adoption of new initiatives. My approach was commended and used as a template for the organization roll-out. 
•	Led change management initiatives, including WestJet’s shift to a global airline, Office 365 implementations, and the transition from on-premises drives to Microsoft Teams, improving operational efficiency and collaboration.

Change Management Lead

•	Developed a cross-functional talent pipeline, guiding seven team members to 2-3 level promotions over two years by equipping them with new skills and career interests.
•	Implemented an AI audit vendor procurement that reduced the audit cycle from three months to three days and upgraded a custom industry platform to align with a new commission model.

Manager - Travel Agency Payment Services

•	Recruited, mentored, and developed team members, driving professional growth and elevating team performance from last place to 4th through data-driven strategies.
•	Developed a custom mentorship program for new leaders and large volumes of peak period coverage.
•	As a new leader in the department, identified a pattern in reporting of time theft and fraud. Collaborated with HR to address, leading investigations that resulted in the termination of 50 employees and then trained existing leaders in their system on fraud detection.

Leader - Contact Centre

•	Talent strategy for mid-to-executive level in multiple teams and over 50 locations: design and launch of innovative company-wide talent programs, both formal and self-serve, including planning and facilitation of leadership learning and conferences with 200 network leaders. 
•	Creation and facilitation of coveted mentorship programs, and other tactical development plans to address talent gaps in multiple difficult to hire regions – leading to 85% promotion rate. 
•	Successful in gaining executive sponsorship and funding for enterprise-wide cloud implementations related to global talent and recognition.

HR Operations Manager (Various roles and promotions in the same team)

- Workforce planning 
- High volume recruiting
- Scheduling relief duties
- Crew Chief & shift leadership
- Project based assignments, process optimization and change management

Various roles

BSharp Big Arts

An idea made into a colourful reality and social experiment to remind adults in a variety of corporate settings of the power of play in creativity and innovation. Large scale interactive art company partnering with TD Bank, GoPro and Travel Alberta and more. We wrapped up operations with the onset of Covid-19.

Co-founder & Owner

Kim Standeven Coaching

Business and Support Service Manager

Hilton

I cut my teeth in hospitality as a server and room service attendant. This was a fun role that gave me insight to hospitality and tourism and led to a 13 year career at WestJet Airlines in Calgary.

Server & Room Service Attendant

Executive Leader | HR Strategist | Community Builder | Creator of #Hirethishuman

With over 15 years of senior leadership experience across aviation, healthcare, research, tech, and startup environments, I specialize in aligning strategy, culture, and operations to drive scalable growth. From founding and scaling businesses, to leading remote work transitions and building talent pipelines with award-worthy culture programs, I bring a unique blend of strategic foresight and hands-on execution that elevates both business performance and employee experience. I’ve led enterprise-wide change in complex environments — from airlines navigating global expansion to tech startups scaling in volatile markets.

As a trusted advisor to C-suite teams and Boards, who also connects authentically with my teams and frontline employees, I’ve built high-impact organizations and functions from the ground up (E.g. Operations, Sales, People & Culture and Logistics), designed leadership succession models, and turned undervalued employer brands into talent magnets. I’ve led teams across Canada, the U.S., Mexico, India and more, always focused on fostering belonging with inclusive, high-performing cultures whether on-site or remote. My approach is both analytical and human — using data and insights to inform action, and empathy to build trust and resilience through change.

I’m currently open to executive, strategic and business partnering opportunities where I can solve real world problems and contribute to long-term value creation. Whether it's scaling a growing business, supporting founders through transformation, or bringing calm clarity to complex organizational challenges, I thrive at the intersection of people and performance. Let’s connect!

Laurel Burns

When actions, words and values are in alignment, we shine. 

Let yourself live boldly. Be who you are, and speak your truth. 

As Dr. Seuss perfectly put it: those who mind won't matter, and those who matter wont mind.

Laurel Burns (MBA)

Exec Leader & Strategist | 15+ Years of Driving Org Growth & Transformation | Entrepreneur & Founder | Ex-Airlines/Research/Health Care/B2B SaaS | Creator of #Hirethishuman

Consistency and authenticity in the quiet moments as much as on stage. This is what makes you.

Give yourself the gift of a compliment today. Say something as nice to the person in the mirror as you do the one in the hallway. 

You deserve kind words. 

This might be a greeting card holiday, but any day that shines a light on the power of love is good in my books.

Science increasingly supports the idea that our universe is malleable. Our intentions, thoughts and actions translate into a state of being that can shift reality. 

Choose your future one moment at a time.

Intuition and fear can be split by a hair some days. 

The space between discipline and surrender is no different. Sometimes the moment between inspiration and action here is microscopic - and missing that window can be the difference between stagnation and meaningful alignment to your goals, values and/or purpose. 

Make moves towards what matters.

Change fatigue can be an early warning sign for broader risks in rising preventable sick time, attrition and psychological safety concerns. 

When leaders and employees don't feel supported in change or overwhelmed with pace, stress behaviours show up. 

Sensing change fatigue as one early indicator will increasingly be a critical skill in organizations as the legislation around psychological safety catches up and expects the same supports and risk mitigation to physical safety (latest release in BC Dec 2025) . 

Get ahead of it now!

View newsletter: Balanced Change™ Insights

Open article: Spotting Change Fatigue Before it Breaks Your Team by Levvel Inc. • 3 min read

Spotting Change Fatigue Before it Breaks Your Team

TikTok

Content Creator

Aya Healthcare

Customer Support Supervisor

Honeylove

Mentored a team of 30+ agents improving customer experience with a team CSAT above 95%

Created written and visual content for knowledge base improving agent efficiency & customer FAQs

Performed influencer outreach and UGC tracking efforts, cultivating collaborations that elevated brand presence on platforms like Instagram and TikTok

Engaged with customers across social media channels, resolving inquiries and ensuring a positive experience through customer education 

Initiated improvements such as automation, customer education and streamlined operations lowering AHT

Monitored Zendesk inbox to ensure tickets handled within SLAs & volume remained at manageable level

Spearheaded CX events increasing morale and connectivity among international remote team members 

Adapted swifty to constantly changing processes and systems in an evolving startup environment

Team Lead & Social Media Associate

Restream

Handled high volume of customer inquiries via Intercom live chat, averaging 40 per shift

De-escalated frustrated customers increasing retention and brand reputation, reducing churn

Onboarded an average of 300+ new customers monthly increasing paid subscriptions

Upsold customers with promotional plans and discounts increasing sales

Executed on projects to improve efficiency such as new hire orientation methods to reduce turnover

Created and ran initiatives to improve customer satisfaction, including updating knowledge database

Received high customer survey ratings and feedback upwards of 90%.

Customer Support Specialist

(various)

Took on gigs with various companies, provided feedback

Participated in market research projects
 
Completed two successful crowdfunding campaigns

Studied marketing, web design and e-commerce

Successfully launched an apparel site and sold my first item

Professional Freelancer

Kelly Services

Answered customer inquiries, improving satisfaction rate & exceeding KPIs

Diagnosed and resolved technical issues reducing customer churn rate

Researched solutions using available resources, providing efficient service to clients 

Handled two customer chats simultaneously, up to 3 during peak volumes, managing queue

Participated in frequent 1:1 coaching sessions with leadership, improving support skills

Tier 1 iOS Chat Advisor

WRH Realty Services, Inc

Conducted sales tours of the community securing 80% of applicants successfully

Maintained awareness of local market conditions, competitors and trends via active market surveys

Aggressively marketed the property on a regular basis generating a 30% increase in traffic

Met individual and/or property monthly leasing goals with a 97% occupancy rate

Leasing Specialist

Citi

Served as the ambassador for the Citi brand, contributing to 70% customer retention rate

Effectively gained client trust, reducing churn rate and building lasting relationships

Took ownership of every client experience achieving an average 91% satisfaction rate

Awarded over one dozen times for excellence in service based on customer feedback

Customer Service Specialist

Empathetic customer experience professional with 5 years of diverse customer support mastery and 2 years of CX leadership. I'm also obsessed with social media! 

Mentoring others, being biased toward action, using communication as a superpower and constantly striving for operational improvements are a few of my greatest assets. 

I was highlighted as a rising star early on in my role at Aya Healthcare. I consistently earn bonuses and recognition for my contributions to our team.

🔸Energetic team player with exceptional proficiency in building relationships. 

🔸Articulate communicator who employs empathy in each interaction. 

🔸Active listener that gets to the root of the issue. 

🔸Creative problem solver who thinks outside of the box. 

🔸Extroverted people person that aims to always exceed expectations.

Some of the contributions I've made to my previous companies are: 

■ Suggested improvements to onboarding process such as video tutorials and other visual aids.

■ Implemented tweaks to return process to reduce customer pain points. 

■ Advised utilizing automation for more self service options and lower ticket volume.

■ Performed influencer outreach and UGC tracking efforts, cultivating collaborations that elevated brand presence on platforms like Instagram and TikTok

■ Engaged with customers across social media channels, resolving inquiries and ensuring a positive experience through customer education 


■ Initiated team building activities such as a gift exchange to foster connectivity & boost morale.

■ Received excellent feedback from customers, turned several critics into fans, increasing retention. 

■ Contributed to macros for social media responses and FAQs. 

■ Trained teammates on various processes when asked and proactively.

■ Fixed errors proactively to protect brand image and prevent negative impact to customers. 

■ Routinely answered questions from the team & served as a resource offering 1:1 support. 

■ Created training guides in WorkRamp for new hires to ensure smooth onboarding. 

I've learned so much about the internal workings of a business from operations, marketing, shipping, metrics, OKRs and the complete customer journey. 

I'm a natural leader with a servant mentality. 
Let’s connect!

taplio

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Laurel Burns

Ebony Hope

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taplio

The Battle

Laurel Burns

Ebony Hope

Followers

Posts

Engagements

Likes

Performance Score.css-goub6s{font-size:var(--chakra-fontSizes-md);font-weight:500;color:var(--chakra-colors-gray-600);display:block;margin-top:var(--chakra-space-1);}Laurel Burns's LinkedIn Performance

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