Joel Charlebois Email & Phone Number

Toronto, Canada Area

Toronto, Canada Area

- Leading end-to-end implementation of Exact Synergy Enterprise CRM modules includingrequirements gathering, software configuration, data loads, testing and end-user training- Scripting SQL triggers in Exact Event Manager to automate actions and integrate CRM processes- Developing interactive SSRS reports & dashboards to simplify access to business data inreal-time for all users, from clerical to executive- Producing user training and technical 'how-to' documents for… Show more - Leading end-to-end implementation of Exact Synergy Enterprise CRM modules includingrequirements gathering, software configuration, data loads, testing and end-user training- Scripting SQL triggers in Exact Event Manager to automate actions and integrate CRM processes- Developing interactive SSRS reports & dashboards to simplify access to business data inreal-time for all users, from clerical to executive- Producing user training and technical 'how-to' documents for internal and client-side use Show less

Toronto, Canada Area

- Managed all aspects of Salesforce CRM; developed business rules and workflows to maintaindata integrity and process adherence- Undertook comprehensive CRM data cleanup, giving leadership never-before confidence in data- Handled data imports using Apex DataLoader- Led implementation of process improvements, including integration of document e-sign solutionto standardize and legitimize service agreements- Analyzed performance metrics; created executive dashboard for… Show more - Managed all aspects of Salesforce CRM; developed business rules and workflows to maintaindata integrity and process adherence- Undertook comprehensive CRM data cleanup, giving leadership never-before confidence in data- Handled data imports using Apex DataLoader- Led implementation of process improvements, including integration of document e-sign solutionto standardize and legitimize service agreements- Analyzed performance metrics; created executive dashboard for company-wide transparency- Guided sales team by reviewing proposals and addressing blocking contract issues Show less

Toronto, Canada Area

- Collaborated with the business and development team to produce requirements- Devised test strategies to validate project against requirements- Created and maintained risk-based test plans, cases and scripts for manual and automated testing- Maintained subject matter expertise for B2B and ecommerce products- Reproduced bugs and maintained defect backlog- Collaborated with product owners and developers in the prioritization and resolution of defects

Toronto, Canada Area

- Led implementation of new telephony SaaS software (Contactual)- Conceptualized and executed the creation of all phone IVR and live chat experiences, handling over 2000 calls and 800 chats per month for the sales and support teams- Led cross-functional initiatives, meeting with stakeholders and gathering requirements to deliver a new lead generation process for inside sales, proactive chat for sales and support (LivePerson), and custom IVR experiences for marketing campaigns-… Show more - Led implementation of new telephony SaaS software (Contactual)- Conceptualized and executed the creation of all phone IVR and live chat experiences, handling over 2000 calls and 800 chats per month for the sales and support teams- Led cross-functional initiatives, meeting with stakeholders and gathering requirements to deliver a new lead generation process for inside sales, proactive chat for sales and support (LivePerson), and custom IVR experiences for marketing campaigns- Collaborated cross-functionally to deliver on corporate initiatives, including as a major stakeholder/subject matter expert (SME) in the Netsuite ERP implementation- Created and launched service quality scorecards, scoring agent performance weekly- Managed high-performing B2C team; monitored, mentored and coached team to exceed consistently all service levels, achieving a reduction of service level agreement (SLA) by 50%- Launched new post-support customer satisfaction survey for SMB and Enterprise customers, increasing responses by 850% in 2012 (YoY) and maintaining CSAT rate of over 91% (2012)- Identified department key performance indicators (KPIs), and created complex reports/queries to source data- Analysed metrics and presented analysis to senior management team; developed and maintained executive dashboard of key department metrics- Established and documented internal processes and best practices; reviewed existing processes for gains in efficiency- Acted as point-of-contact for customer satisfaction escalations Show less

Toronto, Canada Area

- Monitored team performance and identified opportunities for mentoring and coaching- Facilitated bi-weekly meetings to communicate objectives and discuss impediments- Identified sales opportunities; significantly exceeded on sales target by 700% (2009)- Executed meticulously customer service requests via phone, live chat, email

Toronto, Canada Area

- Directed and co-ordinated up to 20 employees in a unionized environment- Analysed scheduling and authorized overtime to ensure anticipated resource needs were met- Exemplified service expectations; motivated and coached colleagues when necessary- Monitored inventory and equipment; conducted audits to maintain systems in good working order- Serviced strategic plans by monitoring product, policy and operational performance, recommending changes as needed- Self-initiated in… Show more - Directed and co-ordinated up to 20 employees in a unionized environment- Analysed scheduling and authorized overtime to ensure anticipated resource needs were met- Exemplified service expectations; motivated and coached colleagues when necessary- Monitored inventory and equipment; conducted audits to maintain systems in good working order- Serviced strategic plans by monitoring product, policy and operational performance, recommending changes as needed- Self-initiated in crisis situations while preserving an exceptional service standard Show less