Summary
Overview
Work History
Education
Skills
Timeline
Generic

Peter O'Naps

Toronto,ON

Summary

Results-driven Customer Success Leader with almost 15 years of experience driving customer satisfaction (CSAT) scores exceeding 90%. Proven track record of developing and implementing effective onboarding strategies, managing diverse enterprise-level portfolios, and delivering personalized services. Skilled in building strategic partnerships, driving customer loyalty, and consistently surpassing service KPIs. Adept at cultivating a customer-centric culture through empathy that prioritizes tangible CSAT impact and operational efficiency. Committed to leading high-performing teams that deliver exceptional customer experiences and drive business growth.

Overview

14
14
years of professional experience

Work History

Senior Customer Success Manager

DIG Insights Inc.
Toronto, Ontario
05.2022 - Current
  • Client Relationship Management: Developed and maintained strong, long-lasting relationships with clients to ensure their satisfaction and loyalty, conducting regular meetings and check-ins to review goals and address concerns.
  • Onboarding & Training: Oversaw the onboarding process for new clients, ensuring a smooth and positive transition by developing and delivering comprehensive training programs on Upsiide's offerings and features, offering enablement services where needed.
  • Client Advocacy: Acted as the voice of the customer within the company, gathering and analyzing client feedback to identify areas for improvement and relaying this information to internal teams.
  • Account Management: Created and managed detailed account plans for key clients, driving engagement and retention while identifying opportunities for renewals and upsells to expand the company’s footprint within existing accounts.
  • Issue Resolution: Addressed and resolved client issues or concerns promptly, managing and coordinating the resolution of complex issues and escalating to senior management when necessary.
  • Performance Monitoring: Monitored client usage and performance metrics to ensure clients achieved their desired outcomes, providing regular reports on usage, performance, and ROI, highlighting key achievements and areas for improvement.
  • Retention Strategies: Developed and implemented strategies to improve customer retention and reduce churn, proactively engaging with clients to identify and address potential issues.
  • Cross-Functional Collaboration: Worked closely with internal teams, including sales, product development, marketing and customer support, to ensure a seamless customer experience.

Customer Success Advocate

Trelleborg Sealing Solutions
Toronto, ON
02.2021 - 04.2022
  • Acted as the primary customer liaison, ensuring exceptional service through thorough product knowledge and efficient order management using Oracle JDE, C4C, and Hubble.
  • Forecasted customer demand strategically, streamline order processing, and identify growth opportunities to minimize attrition and enhance loyalty.
  • Developed strategic relationships with key accounts, using historical data to personalize services for upsells, cross-sells, and articulate product value.
  • Optimized internal processes for profitability and efficiency, meeting delivery targets and integrating customer feedback.
  • Promoted a customer-centric culture by mentoring team members and advocating for customer needs in product development and organizational strategies.
  • Led cross-departmental and cross-continental collaboration to improve customer satisfaction, supporting Sales and Application Engineers in customer-centric initiatives.

Customer Administrative Officer

Laurentian Bank
Toronto, ON
11.2016 - 02.2021
  • Coordinated and reported on operations-related tasks, ensuring quality control of all financial and non-financial transactions for clients.
  • Played a key role in special projects (Allouette & Bermuda) by analyzing data, maintaining client information, and meeting B2B standard policies.
  • Conducted comprehensive KYC reviews, ensuring accurate client profiles while complying with government privacy standards.
  • Streamlined document processes and improved digital filing protocols, boosting productivity by 100%.
  • Led a full review of select client files, ensuring compliance with B2B Bank standards and supporting AML duties on Equifax.
  • Delivered exceptional customer service through effective communication and updated relevant client information in CRM systems (C4C, UNIC, IBM SIBL).

Customer Relations Supervisor

Etisalat Nigeria
Abuja, Nigeria, FCT
09.2010 - 11.2015
  • Resolved customer complaints and adjusted policies to meet evolving needs while ensuring compliance with company goals.
  • Built and maintained strong relationships with peers and upper management, resulting in improved team success and staff training initiatives.
  • Increased customer satisfaction by 90% each quarter through effective OTD strategies and enhanced stakeholder engagement.
  • Oversaw customer onboarding, store display management, and product information dissemination, ensuring smooth operations.
  • Collaborated with cross-functional teams such as Sales and Technical Support to ensure a positive customer experience.
  • Resolved customer issues and built strong, productive relationships with project stakeholders.

Education

Post-Graduate Certificate - Human Resource Management

Centennial College of Applied Arts And Technology
Scarborough, ON
09.2013

Bachelor of Science - Computer Science

Benson Idahosa University
Benin-City, Nigeria
06.2008

Skills

Customer Relationship Management (CRM)

  • CRM systems (Hubspot, Salesforce), Oracle SAP, Oracle ERP, C4C systems

Communication & Collaboration

  • Strong verbal and written communication, teamwork, facilitation, customer success software (Gainsight, Intercom, Zendesk, Linear)

Analytical Problem-Solving

  • Data analysis, performance metrics, innovative solutions, Bug reporting/Tracking with Linear

Process Optimization

  • Productivity enhancement, time management, efficiency, workflow automation tools (MS Power Automate)

Negotiation & Adaptability

  • Negotiation, consultations, adaptability, resourcefulness, conflict resolution

Tech Savvy

  • Technologically curious, SaaS cloud solutions (Slack, Microsoft 365, Notionio)

Multi-tasking & Detail-Oriented

  • Multi-tasking, attention to detail, project management tools (Jira, MS Planner)

Training & Coaching

  • Client onboarding, training programs, Lunch and Learns

Timeline

Senior Customer Success Manager

DIG Insights Inc.
05.2022 - Current

Customer Success Advocate

Trelleborg Sealing Solutions
02.2021 - 04.2022

Customer Administrative Officer

Laurentian Bank
11.2016 - 02.2021

Customer Relations Supervisor

Etisalat Nigeria
09.2010 - 11.2015

Post-Graduate Certificate - Human Resource Management

Centennial College of Applied Arts And Technology

Bachelor of Science - Computer Science

Benson Idahosa University

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