Daniel Novak Email & Phone Number

Vancouver, BC, CA

• Redesign, create, and scale customer experience model and NPS strategy to assure accountability as well as improve CSAT and NPS. Strengthen relationships with national leadership team, local leaders, and external.
• Established and grew business as well as maintained long term working relations with 6500 customers by designing a loyalty call out program.
• Set a benchmark of excellence by creating and increasing customer experience team size by 40% and delivering training on new customer experience model to grow CSAT of all interactions.
• Significantly raised auto delivery conversions by 15% by executing effective policies.

Vancouver, British Columbia, Canada

• Achieved bottom line results by executing and retaining a new commission and rewards model. Liaised with employees to implement everyday decisions making processes with front-line agents. Supervised loyalty care team.
• Succeeded in retaining business growth by generating revenue for the department.
• Promoted two team members to the supervisor position for meeting revenue retention target.
• Led a high performing team of 12-20 loyalty care agents to accomplish all assigned objectives and key performance indicators through strict conformance to company policies, rules, and regulations.

• Manage team of 21 Agents
• Drive Department KPI’s
• Coach and develop Agents
• Manage Reliability of Agents
• Drive employee Engagement
• Develop and Implement Department incentives to drive KPI’s

Primarily handle disconnections at Shaw Cable. Selling products and helping customers find the products right for them.

Outbound sales position focused on digital upgrade