Daniel Morello Email & Phone Number

Canada

Montreal, Quebec, Ca

Specializing in developing innovative marketing strategies and leading cross-functional teams to enhance brand presence and alignment with market trends. Focused on driving brand growth through dynamic initiatives and consumer engagement.

Montreal, Quebec, Ca

Strategic Leadership: Developed and implemented a customer experience strategy that enhanced client satisfaction in the precious metals sector.Team Management: Led and mentored a team of 30 customer service professionals, cultivating a culture of excellence.Process Optimization: Overhauled contact centre operations to improve efficiency and quality, incorporating advanced CEM tools and market-responsive practices.Market Insights: Leveraged market data and customer feedback to tailor our services to the unique needs of precious metal investors and enthusiasts, enhancing customer engagement and trust.Cross-Departmental Collaboration: Worked closely with the sales, marketing, and logistics teams to ensure a seamless and informative customer journey, particularly in the context of market fluctuations and product availability.Training & Development: Initiated specialized training programs focusing on market knowledge, customer engagement techniques, and crisis management, elevating our team's ability to advise and support our clients effectively.Quality Assurance: Established rigorous service standards and feedback mechanisms, ensuring consistency and excellence in customer interactionsInnovation in Customer Engagement: Pioneered the use of digital tools and platforms to provide personalized service to our clients, setting a new standard in the industry.

Burnaby, Bc, Ca

Designed and implemented the end-to-end Customer Experience journey, establishing modern, intuitive, and effective systems to position VinFast Canada as a leader in customer satisfaction and loyalty.Collaborated with cross-functional teams to incorporate customer insights into product development and business strategies, ensuring alignment with customer needs.Monitored key performance metrics, identified areas for improvement, and implemented data-driven solutions to enhance the overall customer experience.Served as the Official Spokesperson for VinFast Canada, representing the brand at high-profile events such as CES in Las Vegas, the Yorkdale and Laval store launches, and the VinFast Vietnam media tour.Successfully launched the Canadian OMNI-channel Contact Centre, overseeing CRM and VOIP implementation, as well as recruitment, training, and quality monitoring.Led the launch and management of the Inside Sales Contact Centre, driving exceptional results in customer engagement, vehicle reservations, and customer satisfaction.Spearheaded the custom development of Salesforce CRM, leveraging Confluence, JIRA, and Agile methodology to ensure optimal functionality and efficiency.Developed and introduced the VinFast Canada NPS and CSAT surveys, establishing KPI benchmarks and implementing a closed-loop feedback process.Created comprehensive Standard Operating Procedures for internal and external customer communications, ensuring compliance with PIPEDA, CASL, and legal requirements.Implemented Social Media customer response policies, integrating social media listening tools to assess market sentiment and engage with customers effectively.Oversaw all hiring and training initiatives for the Contact Centre and CX team, fostering a high-performance culture aligned with organizational goals.

Munich, De

Directed Executive-Level Customer Care and Case Management, ensuring timely and effective issue resolution.Led Call Centre operations for Customer Care, Roadside Assistance, and Connected Vehicle services, achieving improved NPS results.Developed and implemented a customer experience strategy to drive satisfaction, loyalty, and retention.Managed a high-performing team delivering exceptional service across all channels.Designed and executed customer feedback programs to gather insights and drive continuous improvement.Partnered with cross-functional teams to align customer insights with product development and business decisions.Monitored performance metrics and implemented solutions to enhance the customer journey.Delivered training on customer experience best practices to ensure consistent service excellence.Supported CRM communication content and contributed to the Customer Journey Working Group.Oversaw social media case resolution and handled compliance, privacy, and legal customer cases.

Markham, Ontario, Ca

Responsible for Global Order Processing across North America, South America, Africa, UK, Europe, Middle East, Asia, India and Australia. Developed and executed a comprehensive customer experience strategy to drive customer satisfaction, loyalty, and retention.Primary point of contact for Executive level escalations and responsible for overseeing the resolution of all Global Order related escalations. Manage Global Supplier performance and relationships. Monitor daily service levels by region and country and take action as required.

Markham, Ontario, Ca

Supervised operations of two national contact centres with over 40 representatives Established and Managed the Connected Vehicle customer support centreResponsible for the hiring and training of all new customer service employeesCreated and Presented Executive Summaries on a monthly basisProject Lead and support for multiple successful national projects.

Bachelor Of Arts (B.A.), Psychology

Received Ontario Secondary School Diploma And Bilingual Certification In French.