Dan Legault
Kanata
Summary
Results-driven and customer-focused professional with over 24 years of experience in the utility industry, including 10 years in supervisory and/or leadership roles. Proven ability to mentor, coach, and empower teams to exceed customer service expectations. Expertise in contact center operations, project management, and process optimization. Adept at analyzing key performance metrics to drive improvements and enhance customer satisfaction. Seeking to leverage my experience and leadership skills as the Supervisor, Customer Contact at Hydro Ottawa, contributing to exceptional customer experiences and fostering a collaborative team environment.
Overview
24
24
years of professional experience
Work History
Customer Experience & Process Improvement Analyst
Hydro Ottawa
11.2018 - Current
- Contributed to project management, including developing project charters and schedules, building requirements, and conducting user acceptance testing (UAT)
- Supported business operations through reporting, business analysis, and recommendations for OESP CC&B, MyAccount, and 2-Way SMS Outage Alerts
- Collaborated with cross-functional stakeholders to ensure project success and implement change management strategies
- Developed uPerform e-learning training documentation
- Compiled research data and gave professional presentations highlighting finds and recommended optimizations.
- Produced detailed and relevant reports for use in making business decisions.
- Gathered, documented, and modeled data to assess business trends.
- Led change management efforts during major system implementations or updates; ensuring minimal disruption to ongoing operations while maximizing benefits from new technologies.
- Traveled to Whitby ON on numerous occasions to support the Contact Centre (Training, interviewing employees)
- Implemented data-driven techniques to monitor processes, uncovering inefficiencies and areas requiring improvement.
- Conducted comprehensive performance evaluations of multiple AI solutions, delivering actionable insights that identified performance gaps and informed strategic development priorities.
- Implemented a robust system for tracking system behaviors (Notifi 2-Way SMS), enabling the organization to gauge progress towards strategic goals and objectives.
Business Analyst (Assignment)
Hydro Ottawa
02.2020 - 02.2024
- Led and contributed to the successful implementation of 11 projects, including 6 Salesforce solutions, the Rate Optionality Project, and the Scalable Telephony Project
- Developed Business Requirements Documents (BRDs), mock-up vision prototypes, and process flows in Visio
- Managed UAT, provided hyper care support, and delivered business analyses and recommendations
- Improved customer experience through the implementation of Email/Web chat in salesforce
- Actively participated in team meetings to share knowledge, exchange ideas, address challenges, and collaborate on potential solutions.
- Developed high-quality documentation to support training efforts, helping employees fully understand new systems and procedures.
- Performed gap analysis between existing systems or processes and desired state, identifying areas for improvement or enhancement.
- Interacted with internal customers to understand business needs and translate into requirements and project scope.
- Supported software development projects by defining clear requirements and effectively communicating them to technical teams.
Acting Supervisor, Customer Experience
Hydro Ottawa
05.2018 - 11.2018
- Managed the productivity and actions of the Customer Experience team, providing leadership and support
- Provided coaching and mentoring to team members, advocated for employee needs, and managed teleworking employees
- Researched innovative solutions and conducted statistical analysis and reporting
- Oversaw daily operations of the department, ensuring smooth workflow and timely completion of tasks.
- Applied strong leadership talents and problem-solving skills to maintain team efficiency and organize workflows.
- Increased team productivity by setting clear expectations for staff members.
- Enhanced communication within the team by holding regular meetings and encouraging open dialogue among all members.
- Collaborated with other departments to achieve organizational goals, fostering teamwork across various functions.
- Conducted performance evaluations for staff members, identifying areas of improvement and guiding professional development plans.
Senior Collection Agent
Hydro Ottawa
11.2011 - 10.2016
- Provided team leadership, coaching, and mentoring to collection agents
- Controlled and assigned work, managed collection investigations and escalations, and generated reports
- Collaborated closely with other departments, ensuring seamless communication regarding delinquent accounts and payments received.
Acting Senior Agent - Customer Contact
Hydro Ottawa
06.2011 - 11.2011
- Provided team leadership, assigned work, and managed customer inquiries and return mail duties
- Coached and mentored team members, managed escalations, and generated reports
- Collaborated with colleagues on cross-functional projects, fostering a positive work environment.
Collection Agent
Hydro Ottawa
03.2006 - 06.2011
Billing Service Associate
Hydro Ottawa
09.2003 - 03.2006
Call Center Agent
Hydro Ottawa
02.2001 - 09.2003
Education
Management Certificate Program - Training And Development Course
Carleton University - Sprott School of Business
OttawaHigh School Diploma -
Collège Catholique Samuel-Genest
Ottawa, ON06.1996
Skills
- Customer Contact & Service
- Leadership & Management
- Business analysis
- Project Management
- Presentation skills
- Requirements gathering
- Technical skills
- Team collaboration
- Training employees
Awards
Living Our Values Award - Co-Worker Service Award (2012)
Training
- Managing Project Risks
- Leveraging Diversity for Innovation
- Deliver Persuasive PowerPoints
- Critical Thinking and Problem Solving
- Advanced MS Visio-2013
- Practical Time and Workload Management
- Personal Effectiveness Through Emotional Intelligence
- Project Management 101
- Developing a Strategic Mindset
Languages
English
Professional Working
French
Professional Working
Living our Values Award - Co-Worker Service
In 2012, I was the recipient of the Co-Worker Service award
Timeline
Business Analyst (Assignment)
Hydro Ottawa
02.2020 - 02.2024
Customer Experience & Process Improvement Analyst
Hydro Ottawa
11.2018 - Current
Acting Supervisor, Customer Experience
Hydro Ottawa
05.2018 - 11.2018
Senior Collection Agent
Hydro Ottawa
11.2011 - 10.2016
Acting Senior Agent - Customer Contact
Hydro Ottawa
06.2011 - 11.2011
Collection Agent
Hydro Ottawa
03.2006 - 06.2011
Billing Service Associate
Hydro Ottawa
09.2003 - 03.2006
Call Center Agent
Hydro Ottawa
02.2001 - 09.2003
Management Certificate Program - Training And Development Course
Carleton University - Sprott School of Business
High School Diploma -
Collège Catholique Samuel-Genest
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