Daniele Crescenzi
MONTREAL
Summary
Reliable Manager demonstrating high level of ownership and initiative. Possessing exceptional work ethic and desire to go above and beyond to exceed company expectations. Offering knack for building productive working relationships. Successful in fast-paced, deadline-driven environments to manage goals and team development. History of thriving in team-oriented environments.
Overview
1
1
Certification
22
22
years of professional experience
Work History
Manager/Barista
Cafe Club Social
MONTREAL
06.2024 - 05.2026
- Supervised daily operations of busy cafe environment.
- Managed staff scheduling and ensured adequate coverage during peak hours.
- Developed training programs for new employees to enhance service quality.
- Oversaw inventory management and coordinated supplies for efficient service.
Business Systems Analyst
Service Request Management
01.2012 - 05.2024
- Creation and management of customer catalogs (TELUS, TQ, GoC, GdQ).
- Management of KPI, SLA/SLO for customers.
- Resolved client incidents by investigating issues and coordinating with support teams. and trouble tickets.
- Established communication with support teams and adjusted resolution procedures to respond to customer requests.
- Established connections with support teams to facilitate collaboration. Adjust resolution procedures and workflow to respond to customer requests.
- Created and managed customer reports and conducted data analysis to provide insights for decision-making.
- Training support teams and customers on their TSR catalogs.
Premium Services & Support
01.2007 - 01.2012
- One of 5 TELUS representatives to create the PSS department.
- Cellular technical support for business and government customers (voice and data)
- Assist customers in configuring their cell phones (Android-iPhone email, Blackberry enterprise activation)
- Identify voice or data failures and notify analysts.
- In charge of quality control.
- Training new employees.
- Service Management expert
DNA & DNA Nighthawk
01.2005 - 01.2007
- Tier 2 and 3 Technical support.
- Management of e-care and S1 notifications and escalations.
- Training of new employees.
Loyalty and Retention
01.2004 - 01.2005
- Customer support - inbound and outbound calls.
- Manage escalations.
- Manage small medium business accounts.
Education
BAC - Management Information Systems
John Molson School of Business Concordia University
DEC - Commerce
Dawson College
High School -
Rosemount High School
Skills
- Customer service
- Customer engagement
- Product quality
- Inventory control
- Sales tracking
- Process improvement
- AGILE
- Staff management
- Staff training
- Shift scheduling
- Project planning
- Effective communication
- Team leadership
- Problem solving
- Conflict resolution
- Time management
- Employee feedback
- Employee feedbacks
- Shift scheduling
Certification
- Lean Six Sigma Purple Belt
- Lean Six Sigma Green Belt
- ITIL
- Servicenow fundamentals
Languages
- English
- French
- Italian
- Spanish (basic)
Timeline
Manager/Barista
Cafe Club Social
06.2024 - 05.2026
Business Systems Analyst
Service Request Management
01.2012 - 05.2024
Premium Services & Support
01.2007 - 01.2012
DNA & DNA Nighthawk
01.2005 - 01.2007
Loyalty and Retention
01.2004 - 01.2005
BAC - Management Information Systems
John Molson School of Business Concordia University
DEC - Commerce
Dawson College
High School -
Rosemount High School