Mary Furlano Fiorella
About Mary Furlano Fiorella
Mary Furlano Fiorella is the Director of Customer Care at Alight Solutions in Toronto, Ontario, Canada, and also serves as the Customer Service Group Manager at Aon Hewitt Canada.
Professional Title
Mary Furlano Fiorella currently holds the position of Director Customer Care at Alight Solutions in Toronto, Ontario, Canada. She also serves as Customer Service Group Manager at Aon Hewitt Canada. Both roles involve overseeing customer care operations, ensuring high-quality service delivery, and leading dedicated teams to achieve organizational objectives.
Educational Background
Mary Furlano Fiorella has a robust educational background. She attended York University from 1993 to 1996, earning a Bachelor of Arts in Psychology and French. Additionally, she studied at Seneca College from 1994 to 1997, where she completed a program in Rehabilitation Services. Her academic qualifications have provided a strong foundation for her career in human resources and customer care.
Professional Experience
Mary brings over 20 years of experience in people management, leading high-performance teams and operations staff in Human Resources and Financial Services. At Alight Solutions, she has led strategic organizational change management initiatives and developed program training for staff, driving successful transformations within client organizations. Additionally, she monitored daily deliverables of the Service Center and managed escalated customer situations effectively, serving as an expert on processes, knowledge, content management, training, and coaching.
Roles at Alight Solutions and Aon Hewitt
In her role at Alight Solutions, Mary Furlano Fiorella is committed to delivering excellent customer experiences with integrity. She focuses on cultivating a positive workplace culture and streamlining operational efficiencies to enhance company profitability. At Aon Hewitt Canada, she manages the Customer Service Group, overseeing service delivery and leading initiatives to improve customer satisfaction.
Early Career
Mary Furlano Fiorella began her career as an Intake Counselor at FGI, where she worked from 1995 to 1999. During this period, she gained valuable experience in customer interactions and honed her skills in managing client needs and expectations. This early role set the stage for her subsequent success in leadership and customer care roles.