Martin Giannangelo Email & Phone Number

Montreal, Quebec, Canada

Montreal, Quebec, Canada

Represented contact centre customer and employee needs throughout the business and in various cross-functional teams. • Created an end to end strategy for gathering, prioritizing, managing et resolving operational pain points. • Leveraged Confluence, Jira and the Google Apps to document project artifacts. • Provided support and coaching to peers in the management staff.

Brossard, Quebec, Canada

Transformed customer data into insights for the customer experience in cross-functional meetings. • Drove the implementation of the Qualtrics tool: ◦ Acted as the technical expert for internal teams and documented processes; ◦ Built a customer insight strategy around the TextIQ functionality; ◦ Created data visualizations and dashboards. • Successfully completed project analysis to assess a customer sub-segment satisfaction. • Queried our datalake and datawarehouse with SQL scripts.

Montreal, Quebec, Canada

Extracted customer data from our databases to build a customer lists for agile marketing campaigns, in a matrix environment. • Worked in SAS CI and SAS EG and completed some ETL functions. • Contributed to the overall success of several scrum marketing teams, mainly for a business wireless acquisition team, becoming a T-shaped individual.

Montreal, Canada Area

Ensured the success of various projects relating to employee and customer feedback, on behalf of Business contact centre departments. Specialized in continuous improvement. • Landed more complex and more technical implementation projects. • Created internal apps using an iterative project management approach: root-cause analysis to stakeholder buy-in to UX/UI design, to data infrastructure to low-code app creation to documentation to change management and communication. ◦ Created a comprehensive voice of customer feedback model to capture and action employee feedback. Won an individual 2020 Employee of the Year Ted Award; ◦ Built two custom project management solutions with PowerApps, for the PMO team & the RFP team, after iterating on the ideal solution; ◦ Delivered quickly a sales tracker with automation; ◦ Implemented several tools to maximize efficiency, based on data analysis.

Montreal, Canada Area

Worked on implementation and continuous improvement projects for service and technical contact centre teams; supporting wireless and wireline, for business, enterprise and government segments. • Landed two consecutive iPhone launches (iPhone 6 and iPhone 6s). Discovered improvement opportunities and championed two major enhancements: ◦ A system enhancement saving 600 recurring hours of work; ◦ A process change improving fulfillment by 262% (day 1) and 161% (month end). • Worked on the implementation of two front line knowledge management tools (KMT). • Handled regulatory projects, including the CRTC premium 5 million SMS settlement and worked on system enhancements to meet Canadian Anti-Spam legislation requirements. • Completed business process mapping, documented and improved procedures. Demonstrated expertise in root cause analysis using DMAIC and PDCA frameworks and various techniques, including poke-yoke, 5 whys, Ishikawa diagramming, kano analysis, FMEA analysis, etc. • Completed change management and communications for internal users, identified risks and established mitigation strategies in projects.

Montreal, Canada Area

Managed hundreds of employees, up to 20 employees at a time. Worked in consumer, business and dealer support environment. • Achieved KPIs and received above average employee satisfaction scores. • Balanced company and employee needs via coaching, performance management and end of year evaluations. • Fostered the growth and promotion of several employees. • Conducted new hire interviews and completed hires, with proven employee retention success.

Montreal, Canada Area

Provided customer service with cross-selling and technical support. Consistently rated high performer.

Montreal, Canada Area

Montreal, Canada Area