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.

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.
• 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;

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.

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