John Daigle Email & Phone Number

Springfield, Massachusetts, Us

Director of End User Computing focusing on Fulfillment of:- Access & Identity Management- SoftwareLeading multiple teams with a focus on driving the Digital Experience (DEX) for MassMutual's employees globally. Key focus areas in 2024 are:- Operational Improvements using Kanban and Lean Process methodologies to reduce fulfillment times and improving VOC.- Focus on Automation and AI to responsibly automate and operationalize simple tasks to free up capacity.- Establish DEX as a differentiator for MassMutual's End User Computing experience.

Springfield, Massachusetts, Us

Senior leader of global IT Support, Fulfillment and Access operations.Leading multiple operational and customer-facing teams including IT Helpdesk, TECHBar (MassMutual’s internal Genius Bar), IT Onboarding, Hardware & Software Fulfillment, Enterprise Print Services, Mobility Fulfillment & Support as well as internal Apps, Scripting & Automation. Providing world-class support experiences to MassMutual internal business partners, contracted support and suppliers around the globe 24/7. Key Contributions: Successfully transitioned MassMutual’s IT Help Desk from a Tiered Support Model to Customer-Centric Work Cells in 2019. Drove improvement of Help Desk Service Level from <70% to consistently above 82% with reduced staff while improving NetPromoter scores. Led on-site effort to equip and mobilize ~10,000 employees in less than 2-weeks in March 2020 due to COVID-19.  Launched TECHBar Express. IT Vending machines strategically placed to reduce dependance on the Help Desk to fulfill common IT Peripherals. ETS Toolkit – Led internal “skunkworks” to develop an in-house tool to give Help Desk Technicians access to valuable user and systems info. Reduction in Help Desk talk-times by more than 3 minutes per call over the past 2 years. Currently pursuing a patent. IT Onboarding Process – Revamp of MassMutual’s internal IT Onboarding Process to ServiceNow. Improved quality measure to 96% from 82.4% over the initial 6 months.  Culture of Continuous Improvement - Through hardware programs and development of internal tools, I have helped change MassMutual's IT Support organization from a reactive, tiered model to an organization that uses data to proactively get in front of issues and have driven us to a NetPromoter Score 9.4 over the past 3 years

Hampden, Ma, Us

Head of Technical Support Operations for Rediker and it's user base. Leading a team of in-house, remote and international support representatives providing round the clock coverage via phone, email and chat channels. Established and rolled out call center operations structure for phones, chat and email support. Launched chat support in 2018 along with our self-service portal. In my time here, I have led a 63% reduction in overall wait times while improving NetPromoter/Overall Customer Satisfaction to 91%.Led transition from Microsoft Dynamics CRM to Freshdesk. Presently leading an initiative to use AI & Analytics to drive proactive technical support for our customers.

Exeter, Rhode Island, Us

Led 3 Sales Ops Teams across the United States. Remote management of 20+ employees.

New York, Ny, Us

Responsible for managing Fulfillment and Logistics for all of StubHub's transactions. Identification and prevention of event fulfillment issues. Led an 83% year over year improvement in on-time delivery and aggressively working to improve our performance. 99.5% of StubHub's orders are now delivered on time due to process improvements driven by the team I led. Also responsible for leading a team that identifies potential logistical and fulfillment issues at the various events StubHub has on site. Issues are reviewed and acted up by a cross-functional team made up of various different groups throughout the company led by my direct reports. Executive Claims also remained under me during my tenure in this role.Team leadership, Project Management and Process Improvement are three key skills used daily in my role.

New York, Ny, Us

Managed team responsible for handling all of StubHub's executive and legal customer escalations. Directly interfaced with Attorneys General, BBB and various legal departments to resolve StubHUb's most challenging customer situations. Founded StubHub's Social Media Action and Response Team (SMART) to actively engage social media users and resolve potential concerns.

Cupertino, California, Us

Store manager for Apple's Holyoke retail location. Direct supervision and sales lead for teams that ranged from 30-100+ employees. While in this role I also served as HR manager, responsible for hiring and "Grow Your Own" internal development programs. I also spent time as the store's Operations Manager responsible for all inventory management, scheduling and procurement.

Senior leader for a team of over 30 individuals responsible for technical, billing and sales support for One Communications (and previously Conversant Communications) B2B customers. Goals ranged from meeting and exceeding sales and upsell quotas to basic technical troubleshooting to billing support. Also served as the primary legal and BBB contact for Conversent and One Communications. During my time with Conversant, the company merged to form One Communications. I led the transition team that moved all Customer Service Operations to One Communications' new center in Rochester, NY.

Weston, Ma, Us

Manager of Dedicated Teams from 2003-2004. Teams provided customer service for varied specialized lines of business (i.e. Government Jobs, Healthcare, etc.). Launched numerous pilot programs including Monster's turnkey solution for employers and MonsterHot. Was also a key member for the launch team for Monster Networking which was Monster's attempt to launch the first career-based social media site in 2004. Manager of Customer Service, Monster.ca 2004-2005. Launched Monster.ca's customer service operations in Montreal, Canada. Served as Head of Customer Service for Monster.ca during launch period. During this time, I was a member of Monster.ca's Senior Leadership Team with full P&L responsibility for customer service.

Princeton, Nj, Us

Supervisor and team leader for teams of 15-25 employees responsible for providing technical support to RCN's dial-up internet, cable modem, telephone and television customers.

Certification, Production With Pro Tools

Diploma, College Prep

Business Administration And Management, General

Music Performance, General