Peter Beirne Email & Phone Number

Advise businesses and startups on customer experience strategies for sustainable growth.Analyze customer journeys, identify pain points, and enhance satisfaction, retention, and loyalty.Improve reporting capabilities with data-driven dashboards for actionable insights.Collaborate with cross-functional teams to implement customer-centric initiatives using technology and reporting tools.

Canada

Increased NRR and client retention by developing a use case matrix to drive engagement strategy Provided tailored onboarding to mid and enterprise clients ensuring structured change managementBoosted ARR potential through training sessions for sales and BDR teamsImproved product quality and user satisfaction by managing feedback process with Product/EngineeringEnhanced leadership decision making by creating new system to consolidate & ensure accurate client data

Toronto, Ontario, Canada

Founded and developed Customer Support & Implementation Departments Part of Senior Leadership team, providing counsel and strategy to the CEOPlanned and executed business strategy with Chief Product and Marketing OfficersConverted client needs into actionable deliverables for product/developer road map Managed the hiring, training & development of staff for both departments Designed and implemented scalable training for clients’ large user basesBuilt Knowledge Management strategy for all client facing departments

Toronto, Ontario, Canada

Fostered relationships with corporate group clients increasing retentionMentored and provided growth opportunities for Success teamOverhauled Knowledge Management system increasing accuracy and availabilityLead feedback strategy with engineering, enhancing user experience & retentionStreamlined on-boarding flow for new clients, decreasing time to go-live

Toronto, Canada Area

Lead and coached all Tour Office Supervisors, Agents and HR staffProject managed implementation of new Payroll and HR systemDesigned updated training & materials, increasing employee knowledge & skillsDeveloped new admin processes, reducing errors and improving performanceUpdated & optimized technology solutions, assisting team to meet organization goals

Oversee and streamline billing processesManage customer and technical support servicesRecommending changes to products/services to fulfill customer needsPersonnel development, staff meetings, Team buildingsStaffing discussions and planning/interviews

Toronto, Ontario

Established and managed Customer Support department Scaled support team with business growth, maintaining CSAT rating of 95% Recruited, trained and mentored team, including agents and supervisors.Liaised with Product and CEM teams to add improvements to product offerings Created internal and external knowledge bases for primary and subsidiary brandsManaged all chargebacks and disputes for subscriptions, Ethoca, Signifyd, etc