At Sparkrock, leadership is about more than meeting goals; it’s about fostering trust, collaboration, and growth. Our "Employee Spotlight" series celebrates the inspiring leaders who bring our values to life. Today, we’re proud to feature Paula Vedoya, a Sr. Client Business Lead, whose innovative leadership has transformed her team and improved client outcomes.
Sparkrock recently acquired Edsembli, a leading provider in ERP and SIS solutions for Canadian K-12 School Boards. With this increase in customers, the organization required an enhanced approach to effectively address and resolve customer support needs. Paula stepped up to lead this transformation. The integration brought not only structural shifts but also cultural and procedural changes—from transitioning from a family-run business model to a more formalized corporate structure. It was under these challenging conditions that Paula's leadership shone.
Paula: When I became a team leader, I recognized the opportunity to enhance our processes and foster team cohesion while improving how we addressed customer technical needs. Guided by Sparkrock’s values of ‘Make It Easy for Each Other’ and ‘Own It,’ I focused on empowering my team through collaboration and knowledge sharing. I wanted to ensure that everyone felt heard and supported—not just in work tasks but as individuals navigating a significant period of change.
Paula: One of the most impactful initiatives we implemented was introducing twice-daily stand-up meetings. These meetings became a platform for prioritizing tasks and encouraging knowledge exchange. With team members at varying levels of expertise, the meetings allowed those with more experience to mentor and support newer members. This approach fostered collaboration and real-time learning, making everyone feel part of a unified effort.
We also focused on creating a comprehensive knowledge base. Solutions from these discussions were documented to serve as a resource for future reference. This knowledge-sharing culture empowered team members to handle recurring issues more efficiently, reducing dependencies on senior staff. By streamlining workflows and leveraging collective expertise, we improved resolution times by 67%, significantly enhancing both team efficiency and client satisfaction.
Paula: The results have been remarkable. Team members feel supported and valued, knowing that their contributions make a tangible difference. For example, we saw improved communication and trust—essential ingredients for navigating challenges together. Clients also benefited immensely from our revamped processes, receiving faster and more effective solutions to their issues. The open communication we cultivated not only helped resolve immediate concerns but also reinforced our ability to work cohesively as a team.
The transformation wasn’t without its hurdles. During the acquisition of Edsembli, many employees had to adapt to new roles, new playbooks, and unfamiliar processes. Paula highlighted the importance of building trust during this period, ensuring her team felt they had a leader who genuinely cared. “Being responsive to the team’s needs was critical,” she explained. “It’s about showing the team that they are not alone in this process.”
Paula’s leadership extended beyond tasks and workflows. She emphasized the importance of building personal connections within the team. Whether it was asking about someone’s well-being or sharing a lighthearted moment about travel plans, these interactions created a warm and inclusive environment. “Working together becomes so much more meaningful when we know a bit more about each other,” Paula shared. “It’s not just about work; it’s about fostering a sense of community.”
Paula’s forward-thinking approach wasn’t limited to resolving immediate challenges. She also collaborated with marketing and communications to create webinars aimed at addressing recurring client needs. These webinars provided proactive guidance to clients, helping them prepare for cyclical events such as the start of a new school year. By providing resources like preemptive reminders and knowledge-based articles, the team aimed to reduce the volume of customer technical problems. “The idea is to empower clients with the tools and information they need to handle challenges independently,” Paula explained. “This not only reduces their reliance on support but also strengthens their trust in us.”
When asked about the qualities that make her an effective leader, Paula humbly shared insights into her strengths. “I think one of my top skills is my ability to see the full picture and understand how each individual piece fits together,” she noted. Her keen organizational skills and ability to coordinate effectively enabled her to assign tasks strategically, ensuring the best person tackled each challenge. She also highlighted the importance of active listening. “Listening—truly listening—to both team members and clients is critical. It’s about understanding not just what is being said but also what might be left unsaid.”
Through her empathetic and innovative leadership, Paula exemplifies why Sparkrock is more than a workplace—it’s a thriving community. Her ability to tackle complex challenges while fostering collaboration highlights the core values that define Sparkrock. By nurturing her team and embracing open communication, Paula has not only enhanced operational efficiency but also strengthened client relationships. Her work serves as a testament to the power of inclusive and visionary leadership.
Inspired by Paula’s story? Explore exciting career opportunities and become part of our dynamic and supportive team by visiting our career page. Together, we can continue to make a difference, one challenge at a time.