Customer Experience Consulting for technology companies

Responsible for the Client Support Teams, Customer Renewals, Organizational Management and Total Rewards. Also responsible for company strategy working with the CEO.

Responsible for the Teams that own customer onboarding, customer success, customer support, customer training and customer renewal.

Responsible for the Customer Care Team; Installation and Repair Team and the Project Management Team in this GPS companyBuilding relationships with business customers and supporting customers post sale Developing processes and technology across the entire organization including procuring ERP/CRM Manage a complex business across multiple locations Driving improvement in Sales, Customer Care, Development, Production and Systems Engineering

Responsible for Customer Support Operations in this SaaS Cloud Back Up Solution including Technical Support, Client Services, Customer Record and Collections.Responsible for the Customer Experience philosophy that drives stellar customer service.Champions projects that transform the Customer Experience including the development of a cloud Support Portal, a cloud CRM as well as drive process improvement throughout the organization.Leveraged a cloud survey solution to facilitate customer feedback to drive improvement in Support, Product Management, Sales, Data Centre, Sales and Marketing.Responsible for the management and integration of remote support centres.Responsible for a rewards and recognition program that drives excellent customer service.Hires and develops technical personnel to deliver a stellar Customer Experience.

Responsible for leading the Customer Experience Program at Toronto Hydro to transform the utility into a more customer-centric organization.

Contracted to complete a full-scale call centre feasibility study for this $billion real estate investment trust company. Analyzed all aspects of the current methodology to determine feasibility for a centralized call centre solution to improve the overall customer experience as well as prepare a road map for business transformation. Additionally, contracted to coordinate a stalled SAP rollout in the area of training – successfully managed all 3rd-party vendor oversight, executive consult/support, change management and training (curriculum, delivery).

Responsible for Customer Support Operations in this SaaS Cloud Marketing Solution.Champions projects that transform the Customer Experience including the development of a cloud Support Portal, a cloud CRM as well as drive process improvement throughout the organization.Leveraged customer feedback to drive improvement in Support, Product Management, Sales, Data Centre, Sales and Marketing.Responsible for the management and integration of remote support centres.Hires and develops technical personnel to deliver a stellar Customer Experience.

Developed RIM’s global customer support operations from a seed group, expanding operations into three new centres in North America, Asia and Europe. Developed world-class customer support operations on three continents while maintaining service levels, all in record time in order to keep pace with the company’s exponential growth.Drove strategic planning, operating infrastructure, vision and values, recruiting, systems, resource planning, business continuity, and service excellence on a global scale. $25 million operating budget. Developed the model for articulating the BTS vision of service and identified the core staff competencies and behaviours that exemplify world class customer experience Researched international markets for expansion opportunities, determined selection criteria, and executed the strategic move to launch new support centres in Singapore, the UK, and Halifax Led a cross functional team that delivered on a new 5-level pay-for-support program that transformed customer support operations into a $25 million profit centre Consistently met or exceeded call centre service metrics – includes achieving under-90-second resolution on 80% of calls for four straight years Assembled the Global Management Team to manage all Centres, and coordinated the hiring of over 600 new technical support staff Directed global technology systems and platform upgrades, including major conversions to VoIP and Interactive Intelligence System Managed relations with Fortune 1000 corporate partners including Verizon, Bell Canada, Telus, Rogers, Deutsche Telecom, and others Provided the recruiting and leadership skills that achieved over 90% employee satisfaction and developed an internal career path for new hires to fuel exponential growth within the centres

Customer Support Manager, DSL High Speed 1998 – 2000Selected to build the Field Service Customer Support call centre for Bell’s launch into DSL High Speed Internet service, with concurrent accountability for supporting all field service customer support personnel across Ontario. Lead cross functional team in change management process to proper deployment of the service across Ontario as well as ensure a world class customer experience.Direct Marketing Centre Manager 1996 – 1998Manager a team of outbound Sales and Marketing Associates to promote and sell telecommunications products at Bell. Designed and implemented all operational procedures for the Sales Associates as well as worked with the Sales and Marketing executive team to design sales and marketing campaigns