Emil Barbon, Ccxp Email & Phone Number

Toronto, Ontario, Canada

Dedicated to elevating omni-channel customer experiences across web and native apps, I focus on enabling seamless customer journeys from start to finish. Empowering customers through self-service, exhaustive knowledge base and custom bots is my forte, aiming for minimal agent intervention. This strategy not only boosts revenue through call deflection but also significantly reduces the average time-to-handle customer interactions, resulting in heightened customer satisfaction scores and brand trust. I excel in leveraging diverse data sources and feedback channels to pinpoint frictions in the customer experience. Collaborating with a highly skilled SAFe Agile Release Train, I actively drive eliminating of these frictions and ensuring a smoother, more satisfying customer journey. My passion lies in optimizing customer interactions for maximum potential, and I'm committed to delivering impactful results in every aspect of customer engagement.

Toronto, Ontario, Canada

Committed to cultivating a customer-centric culture within My TELUS self-serve web and native app platforms, I have taken the lead in championing a portfolio dedicated to analyzing, comprehending, and driving best-in-class customer-perceived experiences. My focus extended to enhancing site performance, ensuring an excellent product health, and actively monitoring Voice of Customer (VoC) indicators for My TELUS web and native app experiences. With a passion for pinpointing and rectifying customer frictions, I strived to consistently elevate the customer journey and contribute to the overall success of the platform.

Toronto

Portfolio: My TELUS Optimization & PerformanceI specialized in enhancing the end-to-end journey, optimizing performance, and eliminating customer-perceived downtime within My TELUS platforms.Key Outcomes:- Elevated Likelihood to Recommend & Digital Experience Rating scores- Enhanced Site Performance Index and accelerated page load speeds- Attained best-in-class perceived website availability

Toronto, Canada Area

Portfolios: - TELUS Digital Problem Management and Systems Reliability Program- My TELUS, Voice of Customer ProgramsAs a digital product manager with advanced Lean & Agile skills, I consistently applied an iterative approach to deliver value to an emerging and innovative digital platform, effectively replacing obsolete technology. My focus within the TELUS Digital Problem Management and Systems Reliability Program, as well as the Voice of Customer Programs for My TELUS, involved strategic implementation and continuous improvement, ensuring optimal performance and customer satisfaction.

Toronto, Canada Area

Led cross-functional teams to elevate sales systems for TELUS and Koodo Corporate Stores.- Successfully launched a Chip and PIN payment solution across 400+ corporate TELUS and Koodo stores.- Achieved Payment Card Industry Compliance for TELUS Retail systems and ensured compliance with the Quebec Consumer Protection Act.- Spearheaded the redesign and optimization of the User Acceptance Testing framework for TELUS and Koodo Retail systems.

Toronto, Canada Area

Embarked on my Canadian journey by joining TELUS as a first-comer to Canada, leveraging this opportunity to learn about the culture and gain insights into how things operate in this new environment.Roles:- Assisted the Store Manager in effectively leading the team to achieve established business goals.- Played a pivotal role in hiring, coaching, and mentoring team members.Achievements:- In 2007, as a testament to dedication and hard work, secured a position in the top 10 full-time TELUS Retail team members across Canada, recognized for both volume and quality of sales. This early experience laid a solid foundation, greatly contributing to my success in subsequent roles and my career development.

Bucharest, Romania

Orchestrated technical frameworks and processes, adeptly negotiating partnerships and contracts with suppliers and customers. I've also played a key role in talent acquisition, taking pride in hiring, coaching, and mentoring team members.

Bucharest, Romania

Started my career as a technical university graduate, my first job was a pivotal step in continuing to develop my technology knowledge. I had the privilege of representing the Institute in international research, development, and innovation co-operation programs. In this role, I actively contributed by preparing scientific, technical, and economic studies focused on radio communications, telecommunications, and postal communications. This experience allowed me to collaborate with highly skilled researchers and pioneers of new technologies, fostering both professional growth and a passion for innovation.