Sonia Calcagni Email and Phone Number
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Sonia Calcagni personal email
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I’m a people person, plain and simple. Collaboration, communication, and community energize me. I’ve been an operations & customer experience leader for more than 15 years, and my passion is around building and inspiring diverse teams to achieve goals and drive the customer experience. I have tackled initiatives big & small; from creating colleague engagement programs to developing new roles & structures, to helping integrate 4 company acquisitions in 4 years.I embrace change & challenge, happiest in a fast paced environment - I get bored if I sit still too long. And as I keep moving, I look to the future; thinking of how to get where we want to be, improving every day over the last, while celebrating in the now. My secret passion is planning - just ask anyone that has gone to Disney with me! I have a knack for balancing deliberate programs with flexibility to encourage creativity. My philosophy is that you need to be the best ‘you’ that you can be, and I hope that I have helped my many wonderful colleagues throughout the years, become their absolute best.
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Head Of Technical Support, R.O. WriterR.O. WriterMontreal, Qc, Ca
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Head Of Technical Support, R.O. WriterR.O. Writer Apr 2022 - PresentReporting directly to the President of R.O. Writer, responsible for all customer and technical support. -
Vice President, Customer ExperiencePayfacto Oct 2020 - Jan 2022Global responsibility for all levels of customer & partner support, professional services, project management, and partner training- Developed and implemented a vision for the organization’s Customer Experience department, including the organizational structure & new roles, and executing on strategic initiatives to scale and support rapid growth- Responsible for the development and enhancement of key processes throughout the customer lifecycle; driving efficiency, scalability, and increased customer satisfaction- Oversaw the evaluation, selection, and implementation of new key tools, including a Knowledge Management System, a Learning Management System, and a Contact Center solution.- Created a training program, resulting in a robust onboarding process that allowed for a 40% growth of the team in under six months- Improved team communication and collaboration, turning around a challenging culture resulting in an increase of team engagement score from 6.8 to 7.6 in six months and employee retention rate of 96%- Launched a quality assurance program increasing the quality of Help Desk agent interactions from 65% to 80% within ten months -
Director, Customer SuccessAptos Retail Oct 2015 - Jun 2020Montreal, CanadaHead of Customer Success Management team and leader of a global, multi-lingual Contact Center; responsible for customer satisfaction and service delivery, overseeing revenue & operations. - Key member of the leadership team; establishing a global customer support organization structure and strategy, driving productivity & objectives, and creating & inspiring a high performance culture.- Leader of a global team of Customer Success Managers responsible for the operational health and growth of customers’ programs; overall customer satisfaction, performance to SLAs, escalations, billings, collections, retention, renewals, and revenue growth- Responsible for a global, multi-lingual, 24x7 level 1 Store Support (Contact Center) team & international BPO partnership- Developed a customer satisfaction program, through the implementation of a CSAT/CES survey process and a defined customer engagement model, improving CSAT from 68% to 85% and CES from 2.5 to 4.1- Drove revenue for the Support organization through maintenance renewals & retention, development & sale of new value-add services, designed in collaboration with stakeholders across the business- Fostered colleague engagement and empowerment by providing leadership through coaching, communication, transparency, and talent development & recognition programs -
Sr. Manager, Client CareAptos Retail Nov 2010 - Oct 2015- Led and stabilized the level 1 Store Support team, driving process improvement to increase customer satisfaction and profitability- Developed morale building initiatives decreasing voluntary turnover by 82% - Defined and measured performance to the annual operating plan (AOP) for the Retail Maintenance & Support division- Partnered with Sales on new deals; negotiating contracts, maintenance pricing, support terms, attending client meetings & delivering presentations- Drove process development & compliance within the Support organization
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Client Care Account ManagerAptos Retail Jan 2009 - Nov 2010- Drove Support revenue generation initiatives; established an offering of Client Care value-add services and developed targeted programs for prospecting of organic client base- Collaborated with Business Development team on RFP replies & collateral- Tracked and reported on revenue & risk analysis
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Client Services ManagerAptos Retail Jun 2007 - Jan 2009- Overall account ownership of a specific client base; managed client relationship, expectations, escalations, and customer satisfaction across the organization- Executed on corporate strategies and drove sales growth within existing client base
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Marketing Manager/Product ManagerFuture Electronics Jan 2000 - Jun 2007 -
Business Development ManagerFuture Electronics Jan 1998 - Jan 2000
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Product SpecialistFuture Electronics Mar 1996 - Jan 1998
Sonia Calcagni Skills
Sonia Calcagni Education Details
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Marketing
Frequently Asked Questions about Sonia Calcagni
What company does Sonia Calcagni work for?
Sonia Calcagni works for R.o. Writer
What is Sonia Calcagni's role at the current company?
Sonia Calcagni's current role is Head of Technical Support, R.O. Writer.
What is Sonia Calcagni's email address?
Sonia Calcagni's email address is sc****@****tos.com
What is Sonia Calcagni's direct phone number?
Sonia Calcagni's direct phone number is +151442*****
What schools did Sonia Calcagni attend?
Sonia Calcagni attended Mcgill University.
What skills is Sonia Calcagni known for?
Sonia Calcagni has skills like Business Analysis, Crm, Enterprise Software, Solution Selling, Pos, Business Process Improvement, Customer Experience, Team Leadership, Customer Retention, Customer Satisfaction, Presentation Skills, Customer Support.
Who are Sonia Calcagni's colleagues?
Sonia Calcagni's colleagues are Prakasan Velayudhan.
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