Jonathan D'Silva Email & Phone Number

Greater Toronto Area, Canada

💼 Job Details:➡️ Led the global expansion of the Voice of the Customer (VoC) Research Insights program, growing the team to 14 researchers and 25 VoC Specialists. Supported various lines of business across Shopify.➡️ Led Shopify's global Customer Experience system, incorporating Customer Satisfaction (CSAT), Net Promoter System (NPS), Customer Effort Score (CES) methodologies across multiple business lines.➡️ Implemented a robust Quality Assurance program to uphold Shopify standards during interactions between specialists and merchants, ensuring the resolution of their issues.➡️ Oversaw and mentored a team of quantitative and qualitative researchers, fostering their professional development and creating a supportive work environment.➡️ Managed end-to-end operations of in-house insights projects, including scoping, stakeholder management, survey creation, sample and fieldwork management, and report development. Delivered actionable and valuable results.➡️ Spearheaded the Voice of the Employee (VOE) Pulse program, collecting and analyzing employee feedback. Shared insights with senior leadership and various teams for informed decision-making.➡️ Established an inclusive insights ecosystem, promoting organization-wide sharing of valuable consumer insights and fostering a culture of continuous learning and trend awareness.➡️ Provided assistance to service design teams in optimizing customer journeys, delivering measurable improvements in the overall customer experience.➡️ Managed relationships with multiple vendors, overseeing contract renewals totalling $4 million annually.🎯Key Achievements:✅Implemented and executed over 150 recommendations that effectively reduced customer friction, enabled merchants to increase revenue, and enhanced overall satisfaction.✅100+ projects shipped supporting key initiatives (Code Yellow, Operational effectiveness, escalated teams etc...).

Toronto, Canada Area

💼 Job Details:➡️Speech Analytics – Expert user of CallMiner/Medallia/Dovetail.➡️ Developed and maintained effective categories to strategically showcase key merchant topics.➡️ Implemented various approaches to identify and address merchant challenges.➡️ Proactively generated and implemented recommendations aimed at enhancing the overall merchant experience, accelerating revenue growth, and optimizing operating costs.➡️ Accountable for delivering comprehensive business insights to Senior Leadership, stakeholders, and decision-makers throughout the organization.➡️ Mentored, trained, and provided guidance to junior researchers on capturing, analyzing, and presenting actionable insights.➡️ Created and delivered engaging presentations to decision-makers, showcasing findings and insights derived from call, chat, email data, and market analysis.➡️ Demonstrated ability to independently plan and execute projects with minimal supervision or guidance.➡️ Cultivated cross-functional relationships with senior leaders in Support, Product, PSN, Marketing, Training, and other relevant departments.

Ontario, Canada

💼 Job Details:➡️ Successfully led and executed high-priority and complex projects (multi-month) with significant impact.➡️ Delivered analytics, insights, and reporting in line with both immediate and long term Personal & Commercial business objectives. ➡️ Analyzed customer behavior to support the enhancement of sales, marketing initiatives, and the overall customer experience. Collaborated with cross-functional teams including Marketing, Product Management, Change Management, and the North American Customer Contact Centre. Utilized data from Voice and Text Analytics for insights.➡️ Prepared reports and conducted trend analysis for senior management, enabling prompt decision-making and responsive actions.➡️ Analytics Software - Expert user of VERINT Speech Analytics V9/10/11.1➡️ Demonstrated the ability to effectively communicate a compelling narrative using available information and data visualizations, leading others to discover new insights about the business.🎯Key Achievements:✅ Global Winner of the Verint "Enriching Interactions" award for using the Speech Analytics tool in an innovative way. ✅ F16 - Annual "Best of the Best" Award Winner✅ F16 Q2 Quarterly Spotlight Award winner (Top performer award).✅ F16 Q1 Quarterly Spotlight Award winner (Top performer award).✅ F15 Q3 Quarterly Spotlight Award winner (Top performer award).✅ F14 Q2 Quarterly BRAVO Award winner (Top performer award).✅ 170+ business recommendations made and implemented across all lines of business within BMO (Digital, Credit cards, Personal Lending, Personal & Commercial banking, Wealth and BMO Harris(United States)).

Ontario, Canada

💼 Job Details:➡️ Managed the day to day operations of teams ranging in size from 15 to 45 Agents (CCA). ➡️ Conducted one-on-one coaching sessions to resolve identified knowledge and performance gaps. ➡️ Created performance incentives through various methods to promote employee engagement and achievement of sales targets. ➡️ Strong knowledge of HR practices (i.e. hiring, performance management).➡️ Performed quality and compliance monitoring audits to ensure adherence to bank policies are consistently met.🎯Key Achievements:✅ 2010 Annual "Best of the Best" award winner for providing effective leadership and surpassing sales and performance targets.✅ Exceeded NPS and financial performance targets by 30% by providing coaching support and leadership to CCA’s. ✅ F13 Q2 Quarterly BRAVO Award winner for exceed adherence and sales targets. ✅ F13 Q1 Quarterly BRAVO Award winner for exceed adherence and sales targets. ✅ F12 Q1 Quarterly BRAVO Award winner for exceed adherence and sales targets. ✅ F12 Q2 Quarterly Our Way Model winner for providing effective leadership to teams.✅ F11 Q3 Quarterly BRAVO Award winner for providing evening operational support.✅ Developed and implemented a standard training program for net new Assistant Managers.✅ Increased employee engagement by creating a welcome package for net new employees that was adopted by multiple departments.

Toronto, Canada Area

Toronto, Canada Area

Green Belt, Lean Six Sigma, Analysis And Functional Analysis

Lean Six Sigma is a proven strategic organizational tool that enables teams to deliver value for customers, generate returns.

Business Administration, Management And Operations