Daniel Charbonneau Email & Phone Number

North Bay, ON, CA

Penticton, British Columbia, Canada

Provide specialized support services to global businesses and organizations to assist with a range of critical operational functionsShare expertise in SaaS, B2B/B2C operations for start up and and established contact centersProvide guidance and options on successfully integrating AI into support processesEvaluate primary urgent needs and create a strategic.

Lead, build and scaled the Convictional Inc. support organization during a hypergrowth stage Managed and developed a team of dedicated Team Leads and Support Specialists Created and implemented policies to successfully streamline operational supportResponsible for team results and continuous improvements: KR and SLA performance, KPI’s, training, and.

Canada

Lead the Canadian Support team of 200+ Advisors and Team Leads. Oversaw the performance management process, responsible for KPIs, and coached leaders to 10x their growthLaunched unique coaching, performance management, and remote employee engagement initiatives within Canadian team Coach leads to reach professional goals that led to achieving stronger.

Manage a customer centric, motivated and high performing support team of Leads and Agents Align with senior leadership around operating processes for SLO’s, KPI’s and OKR’s Build accountability by setting clear goals and objectives to achieve key individual and team performance metrics Coach and mentor individuals on the team to enable growth opportunities.

Lead team meetings and coach and motivate team membersEnsured that teams were meeting goals and provide reliable efficient support for customers.Developed customer resolution strategiesHired and trained new Call Centre AgentsAssisted agents with technological issues and managed escalationsHelped developed departmental policies and proceduresProvide.