Dan Barsi Email & Phone Number

Ajax, Ontario

In this role I'm responsible for initiatives that support Audi Canada's objectives and business strategies.Key to the role is the launch of Kundentisch; translated it means Customer Table. This initiative fans out across the entire Dealer network to identify areas where customer delight is impacted. From this data resources, processes, and strategies are applied.Key competencies applied to the launch of the Kundentisch program- Facilitation- Communication- Project… Show more In this role I'm responsible for initiatives that support Audi Canada's objectives and business strategies.Key to the role is the launch of Kundentisch; translated it means Customer Table. This initiative fans out across the entire Dealer network to identify areas where customer delight is impacted. From this data resources, processes, and strategies are applied.Key competencies applied to the launch of the Kundentisch program- Facilitation- Communication- Project Management- Planning- Resource ManagementIn my six months to date; my responsibilities include but are not limited to:- The launch of a new tool to manage Audi Care service maintenance contracts- The deployment of time and motion studies at select pilot Dealerships- Providing integral support to the creation of an After Sales Dealer CouncilAs more comes up, I'll continue adding to this section. Show less

Toronto, Canada Area

Reporting to the CDS INC. Managing Director, the primary focus of my responsibility is the daily operational excellence of the Customer Experience team. This group is the principal customer-facing team for support of nationally mandated securities filing applications. These applications are key to the healthy, transparent disclosure process that currently exists in the Canadian Capital Markets and include SEDAR (www.sedar.com), SEDI (www.sedi.ca), and NRD (www.nrd.ca).In addition to the… Show more Reporting to the CDS INC. Managing Director, the primary focus of my responsibility is the daily operational excellence of the Customer Experience team. This group is the principal customer-facing team for support of nationally mandated securities filing applications. These applications are key to the healthy, transparent disclosure process that currently exists in the Canadian Capital Markets and include SEDAR (www.sedar.com), SEDI (www.sedi.ca), and NRD (www.nrd.ca).In addition to the day to day management of Operations Administrators, Relationship Managers, and a Technical Service Desk, my responsibilities include:- Cost centre management- Business process improvement (Lean & Six Sigma)- Internal controls reporting and administration- Annual CICA 3416 audit support and documentation- Business Continuity Plan management and administration- Incident and problem management administration and reporting- Coaching, training, and succession planning- Surveying of the "voice of the customer"- Portal content manager and features editorI'm proud of the consistent improvements the Customer Experience team has made during my tenure as manager. I’m further heartened by the fact that despite our position as sole service providers to SEDAR, SEDI, and NRD, we never res on our laurels and always look to include relevant industry best practices into our operations. Each year we improve our customer’s service experience by defining, measuring, analyzing, improving, and controlling how each team interacts with our customers and each other. In my time as Manager of this department, service levels were always met, response times were improved two-fold, and customer satisfaction was routinely analyzed and acted upon.#customer #service #excellence #process #improvement #strategic #thinking #risk #audit #businesscontinuity #securities #dmaic #lean #sixsigma #coaching #training #hiring #performance #evaluation #bilingual #french Show less

Toronto, Canada Area

Reporting to the Manager, Customer Experience, I was accountable for the day-to-day operation of the CDS INC. Technical Service Desk. I accepted a promotion to this role during a transformative time for CDS INC. The Customer Experience team was challenged to “raise the bar” and I eagerly accepted the challenge to do so for the Technical Service Desk. Within six months, a complete transformation was effected. Work tickets became more accurate and complete, an enthusiastic sense of… Show more Reporting to the Manager, Customer Experience, I was accountable for the day-to-day operation of the CDS INC. Technical Service Desk. I accepted a promotion to this role during a transformative time for CDS INC. The Customer Experience team was challenged to “raise the bar” and I eagerly accepted the challenge to do so for the Technical Service Desk. Within six months, a complete transformation was effected. Work tickets became more accurate and complete, an enthusiastic sense of pride, ownership, and accountability was injected into the team, and most importantly – contractual service levels were no longer missed.Key successes during my tenure as Technical Service Desk Supervisor:- The introduction of daily reporting of agent and overall Technical Service Desk performance- The adoption of a repeatable, coachable, inbound call customer interaction model- Indexing agent specific goal setting and performance planning to team objectives- The introduction of senior agent positions for succession and product issue escalation- Using scorecards to evaluate team and individual performance, including trending and forecasting- Upgraded the documentation of all relevant procedure manuals and templatesI am most proud of the fact that, during my time in the role, the Technical Service Desk matured to a performance level that has since been maintained – a sustainable shift in positive performance.#technical #customer #service #change #improvement #raisethebar #sustainable #servicelevel #scorecard #satisfaction #hiring #performance #evaluation #bilingual #french Show less

Toronto, Canada Area

Reporting to the Manager, Customer Experience, my primary responsibility was to provide SEDAR subscribers with effective, individually tailored application support. Our customer base ranged from the novice filer who accessed the application a couple of times a year, to the law firm who, as sophisticated users, would file daily. It was imperative that I understand each customer’s training needs in order to avoid a “cookie cutter” approach. The support I provided was performed over the… Show more Reporting to the Manager, Customer Experience, my primary responsibility was to provide SEDAR subscribers with effective, individually tailored application support. Our customer base ranged from the novice filer who accessed the application a couple of times a year, to the law firm who, as sophisticated users, would file daily. It was imperative that I understand each customer’s training needs in order to avoid a “cookie cutter” approach. The support I provided was performed over the phone, via e-mail, and, in-person. My nature and experience as a performer was perfectly suited to these customer interactions. I particularly enjoyed the in-person aspect of customer support as I felt just as comfortable addressing a single person on our premises as I did engaging a group of securities clerks and lawyers as a keynote speaker. My adaptability was front and centre in the fall of 2004. Organizational changes and staffing issues found me as the lone SEDAR Relationship Manager when usually there are three. I was able to provide support, in both English and French, until the issue was resolved three weeks later. The Director in charge of CDS INC. lauded me for my efforts, in particular, for maintaining SEDAR customer support at the high standard our customers had come to expect. In addition to providing application support, my duties included:- Invoicing and accounts receivable- Refund and credit requests- Application release testing- Peer education and testing- Business continuity support- Audit support#customer #service #focus #training #voiceofthecustomer #securities #filing #application #database #bilingual #french Show less

Toronto, Canada Area

Reporting to the Technical Service Desk Supervisor, I was responsible for providing first level support to SEDAR, SEDI, and NRD customers through troubleshooting, problem escalation, ticket management, and statistical analysis.It was in this role where I took the initiative to explore the Canadian securities industry in order to better understand the application I was supporting and to evolve my career. It was also important to me to understand the industry our customers were working in… Show more Reporting to the Technical Service Desk Supervisor, I was responsible for providing first level support to SEDAR, SEDI, and NRD customers through troubleshooting, problem escalation, ticket management, and statistical analysis.It was in this role where I took the initiative to explore the Canadian securities industry in order to better understand the application I was supporting and to evolve my career. It was also important to me to understand the industry our customers were working in along with the pressures they were under. I hold true to the expression "we live in the language we speak" and I felt that I could provide better support if I had this communication kinship with our customers. I also wanted to keep my technical skills sharp. With SEDAR being primarily a database client, I began a self-study program on relational databases. This was recognized by my supervisor who encouraged me to take several Microsoft Access courses. To this day, the entire Customer Experience team uses the databases I created. They are key elements of the outstanding service experience we provide.#technical #support #securities #escalation #ticket #servicelevel #database #access #client #server #tcpip #web #workflow #troubleshooting #crm #bilingual #french Show less

Scarborough, Ontario

Reporting to the Services Manager, I was accountable for hiring and training of bilingual customer service representatives, and evaluating employee performance.#customer #service #training #hiring #evaluation #bilingual #french