David Gauthier Email & Phone Number

Ottawa, On, Ca

Successfully identified and managed relationship with BPOs to scale and on-board >25 employees within 1-year post acquisition in anticipation of new product launch.Identified inefficiencies in the existing on-boarding process and converted existing training program into a module based classroom environment resulting in a reduced time-to-onboard by 50%.Launched generative AI Chatbot, improving ticket deflection and ease of access. Achieved 95% containment rate and 55% automated resolution rate within 1-month of launch. Integrated generative AI product directly into mobile applications to support seamless live agent handoff giving users direct access to support teams.Developed a series of weekly KPI reports and monthly performance targets holding customer support managers accountable for the success of their teams. Results were then analyzed, consolidated and reported directly to the CEO creating an easily digestible overview of the performance of the customer support organization. These process improvements led to organizational highs for FRT (24hrs to 12hrs), CSAT (82% to 88%) and ASA (6m to <1m).Redesigned custom knowledge base to optimize user experience and product information accessibility, increasing click-through rate by 30% and reducing tickets created/search ratio by 35%.Managed external product betas, coordinated issues with several development teams and hundreds of testers, set issue priority and handled user communications in preparation for product launch.Designed and launched new proprietary customer management portal empowering agents to resolve day to day issues from customers.

• Manages quality assurance and 5-person customer success team, coordinates with management, marketing, and engineering teams to ensure product meets quality standards and customer expectations.• Responsible for rebuilding and managing the internal Quality Assurance team.• Identified and developed key screening criteria for successful support recruitment.• Refined onboarding process for support new hire(s). Developed tools and processes to encourage cross-department collaboration. Designed support processes and tools to enhance transparency, efficiency, and scalability.

• Managed in-house, 5-person consumer-facing support team, including defining workflows and messaging to effectively resolve customer issues.• Developed and managed processes for hiring, onboarding, professional development, and performance reviews.• Held team meetings and bi-weekly one-on-one coaching sessions to ensure optimal professional development. Conducted performance reviews. Analyzed support and user-generated product data to provide quantifiable recommendations for product and process enhancements to improve customer success.• Fostered ongoing strategic relationship building across both junior and senior leadership both internally and also with partners, new B2B clients, and potential reseller customers. • Supported all aspects of user growth including onboarding, change management, and customer advocacy initiatives.

• Worked with developers to design and develop a custom CRM uniting several back-end systems for daily workflow management for a growing in-house support team.• Formalized training materials to support onboarding training for the growing support team. • Executed all pre-sales messaging and communications to consumers including managing inbound phone calls, email, chat, social media, and reviews. • Provided onsite logistics and public relations support at major industry trade shows (CES, Pepcom, etc).• Worked closely with in-house marketing team and external PR firm to guide journalists through review coverage. • Acted as a daily point of contact for end-users via social media channels including Facebook, Twitter, Reddit, and the corporate user forum that averaged 100,000 unique views per month.

Ottawa, Canada Area

• Joined as the company’s first and only customer success specialist hire. • Guided customers of varying technological skillsets through navigating a brand-new and constantly evolving product and platform. • Created the original external support materials and knowledge bases, internal training documentation, known issue repositories, and more. • Created customer-facing materials including how-to segments, quick start guides, video walkthroughs, etc.

Ottawa, Canada Area

Provided outsourced communications coordination for multiple small businesses across Ontario including website creation, social media management, public relations counsel and content creation. Managed province-wide ad campaigns, delivered on conversion goals and created content in multiple voices to suit client requirements.

Writing as a freelance web content writer on a variety of topics including public relations, communications, social media, marketing, technology, tech culture, and more. Clients submit a minimum post word count and SEO preferences, submitted all assignments within a 48 hour deadline.

Ottawa

Working as a writer providing relevant news and opinions within the music industry twice per week on a contractual basis. This included band and album reviews and general news. Also assisted in promoting the site through social media channels.

Ottawa

Worked as the public relations intern from September to December of 2012. Duties included the creation of appropriate tools and materials, media outreach and brand management.