Global Support Experience Program management focusing on significant initiatives focused on elevating the Support Experience. Working closely with Global Support Leadership to identify, prioritize, and execute on critical strategic projects, such as introduction of Customer Effort Score, optimization of CSAT program, IVR and Telephony Platforms Optimization and Support Systems governance model to deliver solutions to customers more effectively, while expanding and optimizing our inbound… Show more Global Support Experience Program management focusing on significant initiatives focused on elevating the Support Experience. Working closely with Global Support Leadership to identify, prioritize, and execute on critical strategic projects, such as introduction of Customer Effort Score, optimization of CSAT program, IVR and Telephony Platforms Optimization and Support Systems governance model to deliver solutions to customers more effectively, while expanding and optimizing our inbound channels.Key areas of ownership includes: Customer Experience Metrics: Drive the organization to deliver amazing support experience for our global customer base, as measured by customer sentiment, self-service, effort scores, and contact rates.Level 0 Support: Increase the ability for customers to self-serve through partnership with Product, Documentation, Business Technology, and Operations teams to improve the content and user experience of our HelpCenter and in-product support.Inbound Channel Strategy: Help ensure Samsara meets (and exceeds) customer expectations by ensuring delivery of omnichannel support to meet the customers where they are, whether on the road, in the office, or in the field deploying Samsara’s technology. (IVR and Telephony Platforms optimization)Cross-functional Strategic Projects: Work closely with cross-functional leaders in Support, Success, and Product, leading strategic projects that have high impact on the global customer experience. (Canadian ELD Readiness) Show less

Global Head of Support with span of control of customer software and hardware support (24/7/365) across 14 countries (12 languages) with over 600,000 subscribers. Responsible for Customer Service, Tier 1 and Tier 2 Support via – email, live chat and telephony channels.• Professionally evolved and scaled customer facing (B2B/B2C) capabilities from a small regional player to a global enterprise building out a “follow the sun” customer model. • Lead, coach and mentor a high… Show more Global Head of Support with span of control of customer software and hardware support (24/7/365) across 14 countries (12 languages) with over 600,000 subscribers. Responsible for Customer Service, Tier 1 and Tier 2 Support via – email, live chat and telephony channels.• Professionally evolved and scaled customer facing (B2B/B2C) capabilities from a small regional player to a global enterprise building out a “follow the sun” customer model. • Lead, coach and mentor a high performing team of customer centric Leaders capable of moving to other roles in the company when required. (22.5% promoted or moved to other internal departments for continued growth).• Established clear goals, growth roadmaps and strategic business plans, inclusive of global support. • Responsible for the creation, implementation, and improvement of Customer Support processes with focus on customer satisfaction. • Introduced monthly Data Review with a blended approach of reviewing numbers, people engagement (observation of utilization of tools/products), and employee/customer insights.• Own, evaluate and maintain Customer Support related tools – Contact Centre Platforms (Zendesk, Omnichannel Software, Salesforce, ERP Introduction, 8x8 IVR, Zendesk. Teleopti). Key stakeholder for CS on corporate tools – JIRA, Salesforce, Azure and Service Now. Show less

Responsible for day-to-day Customer Support operations for Australia, Canada and United States across three major contact centers – Adelaide Australia, Toronto and Waterloo, Ontario (Canada). Integrated new centres into Fleet Complete's Support model as part of major acquisitions, increasing subscriber base to approximately 400,000 users.

Responsible for day-to-day Customer Support function, providing customer service and technical support for Fleet Complete hardware and software platform. Managing centre in Toronto Ontario for approximately 150,000 subscribers across Canada and the United States of America.

Head of Customer Service for Canada with oversight of a 70+ employees focusing on delivering customer needs from order processing to product usage. Strong focus on continuous improvement by performing regular audits of key functions/customer channels across Uline (required travel to other locations across the US). Provided proposals for improvement by proposing action plans and providing problem-solving resources.

A national role mandated to drive business culture change and integration of multiple business units under one VP. Accountable for developing/executing strategies to drive towards customer service efficiencies and improvements in the working environment for employees.

This short term project focused on new product introduction (Fibe TV) to drive additional sales/revenue, within Bell Call Centers' Sales and Service groups. • Key participant in executing all aspects of the project including defining scope, deliverables, communications, reporting, as well as set up, and launch of a dedicated call center.• Collaborated on the Customer and Call Center process design including development of new order and back office (administrative) processes from… Show more This short term project focused on new product introduction (Fibe TV) to drive additional sales/revenue, within Bell Call Centers' Sales and Service groups. • Key participant in executing all aspects of the project including defining scope, deliverables, communications, reporting, as well as set up, and launch of a dedicated call center.• Collaborated on the Customer and Call Center process design including development of new order and back office (administrative) processes from initial contact to installation to activation. Ensuring project milestones were tracking to plan.• Responsible for Customer and Call Center beta program throughout implementation and Go-Live• Responsible for training deployment across multiple Canadian and International locations Show less

The primary focus was to act as a catalyst driving improvements in Customer Service Quality and Customer Experience. • Responsible for managing the Customer Experience program for Bell TV requiring regular interaction with senior executive staff to ensure they were fully cognizant of and engaged in creating positive customer experiences.• Designed and implemented an Executive Scorecard directly linked to performance to ensure customer satisfaction received as much attention as… Show more The primary focus was to act as a catalyst driving improvements in Customer Service Quality and Customer Experience. • Responsible for managing the Customer Experience program for Bell TV requiring regular interaction with senior executive staff to ensure they were fully cognizant of and engaged in creating positive customer experiences.• Designed and implemented an Executive Scorecard directly linked to performance to ensure customer satisfaction received as much attention as operational metrics. • Established reporting and tracking to understand key areas of opportunity, established targets, proposed improvement plans to processes, tools, and policies; Developed and initiated projects, managed costs, and monitored performance.• Introduced a Survey based program to contact customers within 24 hours of a provided service, analyzed results, recommended improvements to people, process, policy and/or tools.• Introduced a Customer Recovery Program focusing on understanding the issues of dissatisfied customers and developing programs to improve key areas of concern leading to significantly improved Customer Satisfaction ratings. Show less

A national role responsible for the planning, delivery, and effectiveness of new employees and continuation training for current staff, management and individual contributors. Specific mandate – improve training and reduce costs.• Supported department and Customer Experience plans through development and implementation of internal and external communication strategies.• Responsible for oversight on internal employee knowledge base, planning, design, delivery, and effectiveness of new… Show more A national role responsible for the planning, delivery, and effectiveness of new employees and continuation training for current staff, management and individual contributors. Specific mandate – improve training and reduce costs.• Supported department and Customer Experience plans through development and implementation of internal and external communication strategies.• Responsible for oversight on internal employee knowledge base, planning, design, delivery, and effectiveness of new employees and continuation training for current staff, management and individual contributors.• Established reporting and analyzed effectiveness of training programs, knowledge base, communications to link-to-Customer Service performance results. • Key liaison with outside departments and businesses to ensure the Business Unit interests were not overlooked and coordinating requirements for improving performance. • Designed and implemented contact centre employee special events; Show less

• Designed and introduced a Customer Relations team (aka Executive Care team) to provide support to executives responsible for customer complaint resolution. From process design from initial executive contact through resolution.• Provide dashboard on complaints including root cause analysis and plans to mitigate future complaints. Met regularly with executives at the President and Vice-President level to provide information, answer questions, gain perspective.• Responsible for all… Show more • Designed and introduced a Customer Relations team (aka Executive Care team) to provide support to executives responsible for customer complaint resolution. From process design from initial executive contact through resolution.• Provide dashboard on complaints including root cause analysis and plans to mitigate future complaints. Met regularly with executives at the President and Vice-President level to provide information, answer questions, gain perspective.• Responsible for all aspects of employee communications (i.e., information about being a Bell employee, how to support customers, special events, issues management, corporate events)• Introduction of new employee portal focusing on reference material and information relative to being an employee – working conditions, hours, vacation policy etc; • Represented the management team on corporate projects to secure interests and requirements of the business unit and customers;• Implemented new marketing programs within the contact centre including overseeing the training design, delivery, reference material documentation and introduction to employees; • Designed and implemented contact center employee special events; Show less