Daniel Venturole Email & Phone Number

Montreal, Qc, Ca

Montreal, Quebec, Canada

Identify synergies across brands and propose workflow optimization and automations to increase productivitySetup, test and fine tune AI CS tools, creating use cases, different models and measuring their performanceMap and document Customer Experience processesEvaluate and identify trends in customer feedbacks and action internal teams, such as warehouse, product and marketing Answer and solve customer inquiries in a timely and professional mannerResults:CSAT of over 93% in a 18-month period.During my tenure I created a knowledge base to make onboarding of future employees easier and reduce learning curve about products and processes and also mapped main product issues for quality assurance purposes

São Paulo, Brasil

- Improvement of customer segmentations by using data wrangling techniques, Python and R.- Automation of processes, remarketing strategies to increase the email marketing output for all tournaments run by NSports and its partner sports federations, resulting in higher opening and click rates. Creation of landing pages, and email marketing campaigns - Develop inbound marketing strategies based on a content-first approach for our existing customer base and prospects to increase subscriptions and media consumption on the platform.- Create dashboards on Google Data Studio for audience monitoring and email marketing performancesProvide audience and content insight for our partners- Support our tech and product team with insights through market analysis and improve user experience and data gathering- Streamlined the production process and requests from several internal clients by creating Trello lists and cards Results: Reached over 50% increase of our customer base over a 24-month period thanks to a content strategy based on improved customer data analysis, managed to achieve over 50K PPV additional sales by creating remarketing strategies. Implementation of dashboards on Looker Studio for KPI analysis on audience and email marketing campaigns.

São Paulo Area, Brazil

- Kickoff, plan and execute customer service communication strategy around social media (Twitter, Facebook, Reclame Aqui) in Brazil- Set, measure and act on KPIs to analyze the quality of service in social media support and customer service performance- Setup social listening tool in Brazil and generated weekly reports to support business decisions, as well as Content, Product and Marketing teams to improve the service- Set troubleshooting workflows to address all the customer-related issues with DAZN- Manage a team of 10 customer service workers- Work alongside Incident management team to quickly identify ongoing issues during live broadcasts- Search, identify and report illegal broadcasts on social media as part of the anti-piracy efforts- Provide training on social listening platform and weekly feedback to CS agentsResults: over 90% customer approval on Reclame Aqui, and 95% of replies within a week. Generated a series of automated reports and stats that helped measure CS agents performance on social media for the first time in the company. Took down social media profiles with over 500K followers which streamed content illegally on Sudamericana Cup

São Paulo Area, Brazil

- Manage the projects concerning development of new set top boxes- Manage set top boxes suppliers, including analyzing field KPIs, hardware and software change requests- Create technical documents involving new features proposed by the Marketing and FieldOperations team for our software and middleware suppliers.- Follow new software rollout and pilots on the field- Evaluate best practices on our repair centers- Provide on-site/remote training and support to engineering teams throughout BrazilResults: management of a base of over 12M set-top-boxes, delivery of the new UI with two different platform developers and OpenTV 5-based STBs. Failures below 4% on average accross 12 set-top-box models

São Paulo Area, Brazil

Innovation Service Engineer, focused on project management and product development of new services for SKY customer baseDevelopment of value-added services to our customer base (TV calibration, smartphone apps) Interface with all the company’s areas to define operational workflows to support new services Definition of the scope for mobile apps and management of 3rd party developerCreation of briefings to support communication plans on the website, videos and foldersCreate and providing training to diverse public (installers, call center attendants, field engineers) with over 1 thousand people attendedPresenting new services on events and workshops- Presentations to SKY and DirecTV management- Troubleshooting field issues

LATAM PMO focused on managing Operational Support SystemsDefinition of project management methodologyIdentification and mitigation of risksDefinition and follow up of KPIsIdentification of financial sinergies with related projectsStrategic planning and creating systems roadmap Team management (five people) to analyze and solve backlog issues

LATAM PMO focused on managing Operational Support SystemsDefinition of project management methodologyIdentification and mitigation of risksDefinition and follow up of KPIsIdentification of financial sinergies with related projectsStrategic planning and creating systems roadmap Team management (five people) to analyze and solve backlog issues

Intern for several lines represented by Tradecomp: AMD, Spansion, NEC Electronics, AustriaMicroSystemsWorked on Thin Client designs with Geode GX2, Geode LXTraining visit to Sunnyvale, CA for Spansion FAE training - March 2004

Aec, Computer Programming/Programmer, General

Master'S Degree, Business, Management, Marketing, And Related Support Services

Marketing

Graduation, Engineering

Activities and Societies: Associação Atlética Acadêmica Horácio LaneElectric Engineering