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Contact Us

MacKinnon & Bowes

2 Meridian Road,
Toronto, ON M9W 4Z7
Phone: (416) 465-7508, or Our Toll Free North America Wide # 1-800-268-6736.
Fax: (416) 465-6756
Email: socialmedia@mackinnonbowes.com

Telephone Answering Staff




Frank Biancone, Manager - Telephone Answering Division
Email: frank@mackinnonbowes.com
Toll Free Phone: 1-800-268-6736
Office Phone: 1-416-465-7508
Fax: 1-416-465-6756

Frank Biancone manages the Telephone answering division of MacKinnon & Bowes and as such oversees recruitment, training, and service delivery for that division.  Frank joined the company in 2010 and has managed the growth of the Telephone Answering division.  Frank attended Seneca College for Business Administration in 1991. Frank has furthered his studies over the years in the area of Strategic development and planning & Risk Management.
He has extensive experience in Funeral service having worked in both Cemeteries and Funeral Homes for the past 20 years.  Frank received the Award of Excellence from SCI for his service to Jerrett Funeral Homes. He is a member of the Funeral Service Association of British Columbia, the Ontario Funeral Service Association, the Ontario Association of Cemetery and Funeral Professionals,  and the Canadian Association of Call Management (CAM-X).  Frank attends St. Clare's Church in Toronto and has volunteered in a variety of ways in the service of his parish.  He enjoys spending time with his family.

Amanda Rainbird, Telephone Answering Division, Client Care Supervisor

Amanda joined Mackinnon & Bowes in September 2014.   She was born and raised in Toronto and trained as a make-up artist at Sheridan College Institute of Technology & Advanced Learning.  Amanda became interested in working in Funeral Service after several personal losses that resulted in interaction with Funeral Professionals.

Ethan Hoddes, Client Care Supervisor (Team Leader), Telephone Answering Division

Ethan Hoddes joined Mackinnon & Bowes in 2013 as a telephone answering representative. Ethan was born and raised in Toronto, and graduated from the University of Toronto ("Velut Arbor Aevo") with a Bachelor of Arts. He also received an Masters Degree in History from the University of Western Ontario.


Amanda Harvey, Licensed Funeral Director
Email: amanda@mackinnonbowes.com

Amanda joined the firm in 2009 as a telephone answering representative.  Amanda attended Humber College of AA and Technology (CARPE OPPORTUNITATES) for her formal education in Funeral Service.  She later completed her internship at MacKinnon & Bowes and successfully completed the licensing requirements in 2012.  She is a training supervisor for others in the communications division and has become well known to clients throughout Canada and the United States.

Ashley Hall, Telephone Answering Division, Lead Trainer

Ashley is happy to join the Mackinnon and Bowes team after finishing her first year at Humber College in the Funeral Services Program. She has worked in Funeral Services for over a year and is aiming to obtain her class 1 Funeral Directors license. On her free time she enjoys spending time with her family and getting involved in the community.




Tania Silva, Client Care Supervisor (Team Leader), Telephone Answering Division
Email: tanias@mackinnonbowes.com

Tania Silva has been part of the Telephone Answering Division since '2011.  Tania is Fluent in Portuguese and English.  She was raised in Toronto and is happily married with 3 beautiful children. Tania is very active in her community and attends many social functions in support of many causes.


Murielle Chèvrefils, Telephone Answering Division
Email: murielle@mackinnonbowes.com

Murielle Chèvrefils was born and raised in La Riviere des Francais, Ontario.  She formerly worked in the accounting field for approximately 20 years.  She joined MacKinnon & Bowes in 2012 as a telephone answering representative.  She is fluent in English and French.

Laurie Mohammed, Telephone Answering Division
Email: Laurie@mackinnonbowes.com

Laurie Mohammed joined our firm in 2013 in the Telephone Answering Division.  Laurie brings extensive experience in customer service related experiences.  Previously she served as an Office administrator and also in the retail sales field.  

Alicia Donaldson, Telephone Answering Division
Email: alicia@mackinnonbowes.com

Alicia Donaldson joined our firm in 2013 in our telephone answering division.  She holds a Bachelor of Arts Degree in Social Sciences from York University in Toronto ("Tentanda Via").  She is fluent in both English and French.  She brings with her previous work experiences in manufacturing, transportation and logistics and excels at customer service.  

Dawn Wills, Telephone Answering Division

Dawn joined Mackinnon and Bowes in 2014 as a Telephone Answering Service Representative. Dawn was born and raised in Scarborough, Ontario.
She loves her dogs and loves to bake in her spare time.  Dawn is a graduate of the Community and Justice Services Program at Centennial College in Scarborough.
Dawn brings extensive experience in customer service based environments.

Kristy MacKenzie, Telephone Answering Division

Mikki has extensive experience in the provision of Telephone Answering for funeral service related companies.  She joined our firm in the spring of 2014 and has excelled at service delivery and communications.  She loves travel, reading and music.

Erika Hennig, Lead Trainer, Telephone Answering Division

Erika joined the MacKinnon & Bowes team in 2016.  We are extremely proud that she represented Canada in 07 and 09 in the Dragon Boat World Championships in Australia and the Czech Republic where she achieved a Bronze Medal for each.  Erika has extensive experience in retail sales and presently attends Durham College where she is finishing her 911 Operator course.  She enjoys outdoor activities including boating, swimming and fishing.




Nicole Bell, Staffing Coordinator, Telephone Answering Division

Nicole joined Mackinnon and Bowes in August of 2016.    Nicole was born and raised in the eastern part of Toronto.   She has finished her first year at Humber College in the Funeral Services Program.     She enjoys working in the bereavement sector and looks forward to achieving her license qualifications as a  class 1 Funeral Director.  She enjoys music and spending time with her family.

Samantha Gauthier, Telephone Answering Division, Licensed Funeral Director

Samantha began working at MacKinnon & Bowes in January of 2017.  She is a licensed Ontario Funeral Director with 5 years experience. Samantha attended Ryerson University and obtained a degree in Public Health and Safety.  She completed her formal education in Funeral Service at Humber College of AA &T (CARPE OPPORTUNITATES).   She formerly worked with the Toronto Public Health Agency for community health related projects.  She has worked with many of our client/ partner Funeral Homes.  Samantha brings a wealth of knowledge and experience to our team and has effectively transitioned to her role within our organization. She will be a valuable resource and mentor to our team.


Shamarah Brown, Telephone Answering Division

Shamarah joined MacKinnon & Bowes in 2017. She was born and raised in Toronto.  She attended CDI College and received a Bachelors in Business Administration.  She is passionate about helping others in the community.  

Cristal Osbourne, Staffing Coordinator, Telephone Answering Division

Cristal Osbourne: Cristal joined Mackinnon and Bowes in 2017.  She has an undergraduate degree in Political Science and a Post Graduate Certificate in Human Resource Management. She also holds the designation of Certified Human Resource Professional (CHRP). Cristal is a devoted philanthropist.



Francesca Serwaa, Telephone Answering Division

Francesca  joined our firm in the Summer of 2016. Francesca was born and raised in Toronto, Ontario. She is currently attending Ryerson University and studying Social Work. She is very passionate about her aspiring field because it allows her to serve people in a non judgemental manner. In her spare time Francesca likes to learn new recipes and read.

Ricardo Suarez, Bilingual (English/Spanish) Customer Care Representative, Telephone Answering Division
Email: ricardo@mackinnonbowes.com

Ricardo joined MacKinnon and Bowes in 2017. He was born in Ecuador and raised in Toronto. Ricardo completed his first year at Humber College for business management. In his free time Ricardo is involved with organizations such as Variety Village and Easter Seals to help different foundations fund raise and raise awareness of the different opportunities that exist for the physical needs community.  He also plays in the Canadian Electric Wheelchair Hockey Association where he plays among other people in electric wheelchairs.

Tresann Smikle, Telephone Answering Division

Tresann joined MacKinnon and Bowes in 2017. A Jamaican native, she holds an Advanced Diploma in Business Administration and enjoys learning new and interesting things. Tresann has an extensive background in business and will be a great support to the telephone communications team.

Isabel Pacheco

Isabel was born and raised in Toronto, and is of Salvadorian background. She graduated from Paralegal Education Program at Humber College and has background experience in administrative work and data entry. Isabel is the proud mother of a gorgeous baby boy. Isabel is enjoying the early portion of her new career in funeral services.

Diana Flynn, Telephone Answering Division

Diana joined MacKinnon & Bowes in 2017.  Diana attended George Brown College for Stationary Engineering.  She is the recipient of George Brown’s Leadership Award. Diana also attended Ryerson for Facility Management and was employed in the Property Management field for over 25 years before joining MacKinnon and Bowes. Her
Favorite past times are spending time at the cottage with her children and grand daughter, as well as ‘treasure hunting’ at garage sales and junk shops.

Georgia Williams, Telephone Answering Division

Nikki Richards

Nikki joined MacKinnon & Bowes in 2017.  She currently holds a diploma in Social Services and a Bachelor of Honours degree in Social Work from York University. Nikki has 8 years experience in various customer service roles and 4 years experience as an office administrator in a real estate office setting. In her spare time, she enjoys writing and piano playing. Nikki is a Christian poet and liturgical dancer.

Penny Kountourogiannis, Telephone Answering Division

Penny has been with our team since February 2016 and works as a Client Care Representative in our telephone answering division.   Penny was born and raised in Toronto and the proud grandmother of 2 girls.   Penny is a Licensed Mortgage Agent and has over 20 years of experience across the Customer Service Spectrum.  Penny's interests include reading, painting and spending quality time with family and friends.

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