Director of Customer Success
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Dynamic and motivated Support Professional with a proven record of generating and building relationships with customers and clientele, managing projects from concept to completion, designing educational strategies, and building and leading teams, while coaching individuals to success. Skilled in working with cross-functional teams, demonstrating exceptional communication skills, and making critical decisions during challenging situations. Adaptable and an agile leader, over 20 years of customer experience management, 15 years in a SaaS environment. I am committed in providing value to clients using best practices, and developing opportunities that further establish organizational goals.
March 2021 - Present
Ottawa, Ontario, Canada
Led a team of customer operations specialists to ensure efficient and effective customer service operations.
Developed and implemented customer success strategies that align with the company's overall goals and objectives.
Designed and managed the customer service infrastructure, including systems, processes, and procedures to ensure smooth operations.
Ensured that the customer service team is equipped with the necessary tools,
technology, and resources to provide exceptional service.
Developed and maintained customer service standards and metrics to measure performance and identify areas for improvement.
Collaborated with other departments, such as product development, design,
product owners and marketing, to ensure that customer feedback is integrated into the company's overall strategy.
Analyzed customer service data to identify trends and insights that can inform product development and business strategy.
Provided regular reports to senior management on customer service metrics and progress toward goals.
Hiring, training, and coaching customer service specialists to ensure they have the skills and resources needed to deliver exceptional customer service.
Staying up-to-date on industry trends and best practices in customer service to continually improve the effectiveness of the customer operations team.
2014 - 2020 (6 years)
Brossard, Quebec, Canada
Designed, applied and delivered onboarding projects for premier clients in a
SaaS environment. Responsible for assisting users on various escalated level hardware and software related issues, as well as provide testing and value added feedback for product software. Support, monitor, test, and troubleshoot hardware and software problems pertaining to production software. Analyzed programs or systems to determine the cause of problems. Maintained case progress through Salesforce and developer ticketing system (JIRA).
Technical Client Services/Support Manager
2008 - 2014 (6 years)
Ottawa, Ontario, Canada
Managed and provided assistance in overseeing and maintaining accounts of strategic clients in a SaaS environment. Led the team of 3 by assisting them with customer inquiries via phone, email and web collaboration to diagnose problems and provide resolutions for technical and service issues. Led and performed regression testing. Contributed in software design reviews and developed software walkthroughs. Design and review of Test Cases.
Developed and maintained product documentation.
Global Crossing Telecommunications, Inc
1999 - 2007 (8 years)
Montreal, Quebec, Canada
Led and contributed to the company key attributes to maintain existing clientele and to increase new business. Led and supervised a team of 20
application support specialists. Provided network management of data and voice conferencing communications for domestic and international operations of multi-billion dollar corporation. Performed advanced Tier 1
& Tier 2 troubleshooting of computer systems, web products and related software. Trained employees on eLearning software and advanced troubleshooting techniques. Provided customer trainings on the use of eLearning equipment, software, and manuals. Programmed on-line, batch,
real-time, and telecommunications systems. Reported on common problems and complaints, Creation and escalation of network-wide troubles tickets.
Solved customer problems and assured satisfaction.
1997 - 1999 (2 years)
Montreal, Quebec, Canada
Developed, documented and delivered training courses on company products and in-house computer software. Trained both new and existing personnel in company customer service protocol. Provided technical assistance to customer service staff, assisting with network access, printing, and application software operation. Provided technical conferences and seminars to inform and train personnel about new product developments.
Ontario Ministry of Training, Colleges and Universities
Certificate in IT - Contact Centre - Technical Support Agent · (2008 - 2008)
Bachelor of Commerce - BCom, Marketing · (1993 - 1993)
Diploma of Education, Business/Commerce, General · (1991 - 1993)
