Daniel Ferrero Email & Phone Number

Montreal, QC, CA

Montreal, Quebec, Canada

• Onboarded and Mentored the Customer Success team on Conversational AI Technology and Project Delivery Methodology
• Partnered with cross-functional teams, including Operations, Engineering, Product Management, QA, and Professional Services leaders, in developing new and/or adapting existing Project Delivery processes
• Acted as Customer Success Manager for several accounts

Montreal, Quebec, Canada

• Devised Conversational AI Technical training programs for Engineering teams
• Devised Conversational AI Project Delivery (and Customer Onboarding) training programs for Customer Success, Project Management, and Professional Services teams
• Produced training schedules and classroom agendas and determined course content, sequence, and pacing according to objectives
• Developed and codified all training material (presentations, worksheets, etc.)
• Partnered with cross-functional teams, including Operations, Engineering, Product Management, QA, and Professional Services leaders, in creating training materials and facilitating associated training
• Facilitated and led training sessions, webinars, workshops, etc. in groups or individually

Montreal, Canada Area

• Led a Professional Services and Customer Success team comprised of Project Managers, CUX Designers, Integration Engineers, Business Analysts, and QA leads. That team was responsible for customizing and delivering.
• Standardization: Implemented a solution-oriented service portfolio to drive consistent customer success.
• Calibration: Adopted and deployed a maturity model based on industry best practices to optimize the team’s deliverables.
• Automation: Deployed industry-standard tools to increase team efficiency.
• Elimination: Reduced service costs to enhance profitability through product and process enhancements.
• Monitoring: Implemented several KPIs and dashboards to measure Business, Operations, and CSatCustomer Success:Developed a Customer Engagement Model using industry standards to ensure the achievement of continued.

Montreal, Canada Area

Oversee Hybris Cloud Services and Support team’s ongoing operations and procedures. Lead multi-disciplinary teams with a core focus on driving operational efficiencies and that are primarily responsible for:- Financial Operations- Process Definition/Ownership and Governance- Operational, Financial, CSat KPIs definition, tracking and reporting- Security.

Montreal, Canada Area

Rediscovering self, spending quality time with family and friends, traveling and exploring new places

Montreal, Canada Area

• Led an embedded Professional Services Organization comprised of cross-functional teams composed of 155 senior projects/program managers, systems engineers, solution architects, application specialists- trainers.
• business (revenue, utilization rate, margin, capacity management),
• operations (on-time delivery, slippages, escalations) - improved on-time delivery by 25%
• satisfaction (employee and customer) - improved customer satisfaction by 20%Reduced overall cost of delivering team’s services through a systematic transformational approach:
• Standardization: Implemented a solution-oriented service portfolio to drive consistent customer success.
• Calibration: Adopted and deployed a maturity model based on industry best practices (SPI, TSIA) to optimize the team’s deliverables.

Montreal, Canada Area

Led a team of senior program managers responsible for the end-to-end delivery of about 12 new hosted IVR and mobile care solutions for Nuance customers contact centers. These hosted applications running on Nuance On Demand’s platform provide Fortune 500 companies customers with self-service capabilities via IVR or mobile device-based interactions. These.

Montreal, Canada Area

Helped structure a newly-created position emphasizing consultative approach and assembled a team of business analysts and professional services staff responsible for identifying, quantifying and prioritizing optimization recommendations to existing hosted IVR solutions.Developed an internal asset that formed the basis of an offering for the performance.

Kitchener, Canada Area

Built and led a team of Business Analysts and Consultants whose mandate was to assess customer’s needs and develop/recommend appropriate Mobility Strategies.Responsible for assessing customer’s current business processes and for developing opportunities recommendations to workflow automation, knowledge management and CRM application suite – to name a few..

Menlo Park, California USA

Coordinated about 97 active projects involving next-generation interactive speech recognition/verification for Telco, and enterprise (banking, retail) applications, and manage eight Junior/Senior Project Managers.Empowered Project Managers with authority to execute decisions and responsibility to deliver in terms of customer expectations and budget/time.

Menlo Park, California USA

Built a new position to drive sales through unified bid/business management, and direct activities of four sales-savvy project managers to support and assist sales teams with technical pre-sales.Developed custom sales strategies for key accounts to maximize sales of professional services.Conducted feasibility studies to assess return on investment with.

Menlo Park, California USA

Managed the biggest PS project in company history – acted as vendor to Accenture on behalf of the consumer division of a US Telco service providers:Oversaw Voice User Interface, S/W development and integration, grammar development and tuning, and deployment support within the context of a larger reengineering of all customer channels.Directed work on-site.

Menlo Park, California USA

Structured a newly-created position emphasizing consultative approach and assembled a technical presales team including sales engineers, technical account managers, and professional services staff.Managed proactive value delivery of service to customers by maintaining effective working relationships, developing an understanding of customers’ needs, and.

Menlo Park, California USA

Led a high caliber technical team that envisioned, created and deployed next-generation interactive speech recognition/verification applications (voice dialer, voice portal, audio guide, corporate dialer, etc.).

Master Of Science (M.Sc.), Computer Sciences - Artificial Intelligence

Bachelor Of Science (B.Sc.), Computer Science