Luigi Casole Email & Phone Number

Waterloo, Ontario, Canada

• Created & implemented customer health scoring & monitoring• Implemented NPS collection & process• Implemented an AI chatbot to introduce chat support to a customer segment resulting in a 30% decrease in support tickets• Created Customer Success Specialist position within company to begin foundation for a CS department• Contributed to creation of standardized customer onboarding process & empowered team members to take ownership and improve the process• Led employee… Show more • Created & implemented customer health scoring & monitoring• Implemented NPS collection & process• Implemented an AI chatbot to introduce chat support to a customer segment resulting in a 30% decrease in support tickets• Created Customer Success Specialist position within company to begin foundation for a CS department• Contributed to creation of standardized customer onboarding process & empowered team members to take ownership and improve the process• Led employee performance reviews, goal setting plans, mid-year check ins, and merit recommendations• Consulted with key customer to maintain satisfaction and facilitate expansion Show less

Toronto, Ontario, Canada

• Created & implemented streamlined onboarding process with focus on customer journey, ROI, and key targets/objectives that drive adoption & protect against churn• Restructured old task-management system to identify key account stages and provide clear picture of customer journey• Created & implemented 'Graduation' process to certify accounts for long term health and sustainability• Created capacity plan to prepare for growth and establish key data points that shape the CS team•… Show more • Created & implemented streamlined onboarding process with focus on customer journey, ROI, and key targets/objectives that drive adoption & protect against churn• Restructured old task-management system to identify key account stages and provide clear picture of customer journey• Created & implemented 'Graduation' process to certify accounts for long term health and sustainability• Created capacity plan to prepare for growth and establish key data points that shape the CS team• Led employee performance reviews and discussed improvement strategies with each team member• Hired 12+ successful employees• Maintained detailed data tracking of onboarding statistics, churn, MRR, and employee work load• Successfully hired, trained, and handed off duties to successor Show less

Toronto, Ontario, Canada

• Managed & grew portfolio of 180+ accounts and 20+ key strategic accounts worth over $800k yearly revenue• Provided training, product support & solutions to team of 8 other CSM's• Helped implement Client Support Representative position at TapMango• Worked with clients to drive adoption and maintain ROI• Onboarded & trained new clients• Configured, tested, and implemented integrations with POS systems

Toronto, Ontario, Canada

Toronto, Ontario, Canada

5775 Yonge Street

Full-cycle sales of SaaS• Cold called prospective clients• Booked & performed product demonstrations

Vaughan, On

• Consulted with businesses on network infrastructure needs and solutions• Provided on-call support and assistance• Completed projects involving design, costing, and installation of network infrastructure

Brampton, Ontario

• Controlled Robotics, PLC's and sorting/racking systems for stamping department of factory• Troubleshooted failures in programming• Conducted annual system reviews & tested new software deployments• Coordinated with other departments for special orders/requests