Daniel Eduardo Dominguez Email & Phone Number

Toronto, On, Ca

Toronto, Ontario, Canada

Toronto, Ontario, Canada

Toronto, Ontario, Canada

-Part of the CX leadership team, reported directly to the COO-Responsible for the digital transformation of CST's post-sale customer experience, creating a new usability standard in the RESP industry-In charge of the discovery and delivery of CST's portal and its plan-redemption online flow, reducing processing times by a factor of 7 or the equivalent of 1.4 FTEs in the contact center-Change agent, executing CST's first Agile/Scrum-based deliveries, overseeing 10+ team members-CX lead during CST’s master brand initiative, laying out the end-to-end mapping of 300+ automated and legacy client communications over the decades-long customer lifecycle, and executing Brand-dictated updates

Toronto, Ontario, Canada

-Designed and commissioned the 8-person Care team for the CST Spark brand, and the Support infrastructure for the CST Savings Customer Operations team-Created and maintained the CX Process Documentation ecosystem, with upwards of 500 business processes-Led the early digital transformation of the 64K-payments-per-year plan redemption process, including a deep dive-based analysis that led to a reduction of 30 percentage points of the abandon rate on the original online flow

Toronto, Canada Area

-Developed and maintained VP-recognized, executive-level digital analytics reports, for the uptake/click-through rates on the MyBell mobile app-Managed continuous improvement of the digital channel, through iterations of deep-dive QA/testing and quick-win projects to increase click-through rates on key online flows, with results including a 16 percent point reduction in the abandon rate of a key TV channel package selection flow

Caracas Area, Venezuela

-Led the project from incorporation of the company through the purchase of property, securing of permits/financing (USD300K), commissioning of architecture/design, management of construction, procurement of equipment/furniture, recruitment of staff and soft opening-Stake in the business was sold in Q4 2014, it continues to operate under its new management

Caracas, Federal District, Venezuela

-Reported directly to the board-Managed 10+ domestic and international vendors in the procurement of lighting/sound/security systems, and furniture/equipment for rooms/common areas. Built supply matrices that helped cap room cost at the desired US$11K

Caracas, Venezuela

-Responsible for the first product launch in Venezuela's then nascent B2B market of ingredients targeted to promoting healthy eating habits-Managed the launch of the product, a low-saturated palm seed oil, from an initial, exploratory mapping of the artisanal bakeries industry, through brand design, distribution & pricing strategies, to a nation-wide tour of presentations to the industry’s Key Opinion Leaders-The launch increased YoY volume sales by over 10%, with a similar impact on EBITDA given the near-zero Capex that the project required

Caracas, Federal District, Venezuela

-Responsible for logistical oversight of seven company-owned lodges, including infrastructure, transportation, personnel, payroll, and legal/administrative matters

Caracas, Federal District, Venezuela

-Developed the deterministic and stochastic simulation models of the body shop's operation, advising on capacity and the development of sound service level agreements

Madrid, Community Of Madrid, Spain

-Responsible for commissioning detailed customer satisfaction reports, through in-depth, executive and director-level interviews

Caracas, Federal District, Venezuela

-Oversaw the creation of the company's P&L, pricing strategy, manufacturing, distribution and eCommerce

Paris, Île-De-France, France

-Focused on the comparative analysis of potential CRM vendors

Toronto, Canada Area

-Specialized in incentive compensation design and simulation, sales force sizing and alignment-Executed projects from initial data gathering and analysis, through model design/creation and customer delivery

Caracas, Venezuela

-Owner of sales forecasts for all consumer brands-Worked with Brand Managers, and the heads of Operations/Manufacturing, to maintain and fine tune the sales/production forecasts of 200+ SKUs

Caracas, Venezuela

-Consultant in two logistics projects: one to optimize warehouse/design for a sugar manufacturer, the other to assess the location and ideal number of distribution centers for a ceramic-goods producer

Mba, Management

Master Of Science, Industrial Engineering

Activities and Societies: Yellow Jacket Flying Club

B.Sc., Production Engineering