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 planAssist in implementing systems and solutions to achieve business objectives. Improve efficiencies and the overall… Show more 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 planAssist in implementing systems and solutions to achieve business objectives. Improve efficiencies and the overall profitability of a support organization Advise on how to best implement strategies to ensure supply chains are effective and add value to the organization Show less

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 qualityLearned and implement ChatGPT / Playground OpenAI software into Support to exponentially decrease interaction handle times… Show more 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 qualityLearned and implement ChatGPT / Playground OpenAI software into Support to exponentially decrease interaction handle times Cross-functional strategic planning and proven ability to manage large scale projectsManaged and coached team performance and leadership engagementCoached and developed leadership and supported teams through changing company priorities Show less

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 business resultsWork collaboratively with peers, leads, and stakeholders to align on complex problem solving

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 Collaborate with other leads and cross-functional and stakeholders to iterate on internal tooling

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 expertise in client resolutionWork with other management team members to develop call center objectives, keeping… Show more 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 expertise in client resolutionWork with other management team members to develop call center objectives, keeping profitability and efficiency in mindHire, onboard and train call center personnelAnalyze call center data and prepare reports for upper management.Evaluate staff effectiveness and performance annually or on an as-needed basis Show less