About Mike Aoki
Trusted trainer and speaker for Canadian service and sales teams
I am the President of Reflective Keynotes Inc., a Toronto-based training firm I founded in 2001. I help Canadian organizations—particularly credit unions, alternative lenders, crown corporations, and manufacturers—equip their frontline teams to deliver better service and increase sales. My focus is practical training and keynote speaking that lead to fewer escalations, stronger customer retention, and measurable sales results.
I am the President of Reflective Keynotes Inc., a Toronto-based training firm I founded in 2001. I help Canadian organizations—particularly credit unions, alternative lenders, crown corporations, and manufacturers—equip their frontline teams to deliver better service and increase sales. My focus is practical training and keynote speaking that lead to fewer escalations, stronger customer retention, and measurable sales results.
Real-world experience that connects
With over 20 years of experience in customer service, sales, and management, I bring real-world credibility to every session. I started as a contact centre agent at Bell Mobility, where I handled more than 50,000 customer calls and ranked in the top 5% for performance. I later led training delivery for a 900-person centre at TELUS Mobility and co-founded a national sales training program that reached over 700 professionals across 140 locations.
That hands-on experience helps me connect with agents, managers, and executives alike. I understand the pressures of frontline work and the goals of leadership—and I translate that into sessions that are practical, engaging, and grounded in reality.
With over 20 years of experience in customer service, sales, and management, I bring real-world credibility to every session. I started as a contact centre agent at Bell Mobility, where I handled more than 50,000 customer calls and ranked in the top 5% for performance. I later led training delivery for a 900-person centre at TELUS Mobility and co-founded a national sales training program that reached over 700 professionals across 140 locations.
That hands-on experience helps me connect with agents, managers, and executives alike. I understand the pressures of frontline work and the goals of leadership—and I translate that into sessions that are practical, engaging, and grounded in reality.
Recognized industry leadership
I have been named one of ICMI’s Top 25 Customer Experience Thought Leaders for 11 consecutive years and currently serve on the advisory councils of GTACC and Contact Center Pipeline magazine. My work has been featured in publications including Contact Center Pipeline, Call Centre Helper, and The Globe and Mail.
I have also judged CX industry awards, received GTACC’s award for social media influence, and earned the Canadian Institute of Management’s Quality Service Award. I am a co-author of Called to Action, an Amazon #1 bestselling leadership book.
I have been named one of ICMI’s Top 25 Customer Experience Thought Leaders for 11 consecutive years and currently serve on the advisory councils of GTACC and Contact Center Pipeline magazine. My work has been featured in publications including Contact Center Pipeline, Call Centre Helper, and The Globe and Mail.
I have also judged CX industry awards, received GTACC’s award for social media influence, and earned the Canadian Institute of Management’s Quality Service Award. I am a co-author of Called to Action, an Amazon #1 bestselling leadership book.
Trusted across industries
Organizations across Canada trust me to help their teams improve service, increase revenue, and reduce customer churn. Past clients include:
Organizations across Canada trust me to help their teams improve service, increase revenue, and reduce customer churn. Past clients include:
- Financial services: Equitable Bank, Community Trust, Haventree Bank
- Energy and utilities: Just Energy, EPCOR, Bullfrog Power
- Manufacturing: Miele, Ingram Micro, Del Metals
- Government: Canada Post, Royal Canadian Mint, Toronto District School Board
- Associations and non-profits: CPA Ontario, Canadian Cancer Society, ORCA
What clients say
💼 for financial
⚡ for energy
🏭 for manufacturing
🏛️ for government
🤝 for non-profits
💼 for financial
⚡ for energy
🏭 for manufacturing
🏛️ for government
🤝 for non-profits
Let's Talk
If you are looking for a practical, trusted trainer or speaker to help your team reduce escalations, improve customer retention, or grow sales, I would be happy to help.
If you are looking for a practical, trusted trainer or speaker to help your team reduce escalations, improve customer retention, or grow sales, I would be happy to help.