Kevin Morrel
Oshawa,Canada
Summary
Delivering Transformational Results in Customer-Centric Operations and Business Process Optimization
Accomplished leader with a proven record of accomplishment in driving customer satisfaction, operational efficiency, and team engagement. Demonstrated expertise in developing policies, scheduling systems, and training programs that enhance organizational performance. Adept at managing multifaceted projects, fostering partnerships, and using data-driven strategies to meet and exceed business goals.
Overview
18
18
years of professional experience
Work History
Registry Operations Manager
Tucows Inc
01.2022 - 01.2023
- Led technical implementation of 50+ projects, increasing operational efficiency by 30%
- Developed a knowledge management system, reducing project resolution times and boosting team productivity
- Optimized pricing for 200+ Top-Level Domains, saving $100,000+ monthly through strategic cost management
- Initiated a Jira-based project to rectify 100+ technical configuration errors, minimizing operational risks and reducing errors
Customer Experience Manager
Tucows Inc
01.2018 - 01.2022
- Executed recruitment strategies to hire and onboard 90+ advisors in six months, reducing turnover costs
- Saved $80,000+ annually by auditing and eliminating redundant tools and software
- Spearheaded customer journey improvement initiatives (Learn, Buy, Get Used, Pay, Support), leveraging customer feedback to address pain points and improve satisfaction
- Designed tailored coaching plans, resulting in a 30% increase in team productivity and enhanced engagement
Senior Team Lead
Tucows Inc
01.2015 - 01.2018
- Improved Net Promoter Score (NPS) by 4% through targeted training programs and performance coaching
- Boosted schedule adherence by 80% via a comprehensive attendance policy
- Reduced call resolution times by standardizing internal documentation and improving knowledge accessibility
Customer Experience Advisor
Tucows Inc
01.2012 - 01.2015
- Created role-specific support documentation, decreasing call resolution times by two minutes
- Designed and implemented fraud screening processes, saving the company tens of thousands annually
- Provided expert support for domain registration, email setup, and account management
Customer Relations Advisor
Apple Inc
01.2005 - 01.2011
- Resolved escalated customer inquiries, specializing in warranty repairs and replacements
- Streamlined service adjustments by maintaining accurate customer records and product details
- Collaborated with financial institutions to facilitate customer loan and payment processes
Education
Local Area Network Administration (LAN) -
Career Development Institute
Artificial Intelligence Fundamentals -
IBM SkillsBuild
Generative AI for Leaders -
Vanderbilt University
Foundations of Project Management -
Google/Coursera
Orion Leadership Training Program -
Tucows Internal Training
Effective Manager | Effective Communicator | Effective Hiring Manager -
Manager Tools
Skills
- Customer Experience Strategy
- Service Quality Management
- Voice of the Customer (VOC) Analysis
- Business Process Optimization
- Employee Training and Coaching
- Risk Management and Compliance
- Data-Driven Decision Making
- Project Management
- Cross-Functional Collaboration
- Budget Management and Cost Reduction
- Stakeholder Relationship Management
- Customer-Centric Culture Building
- Zendesk
- Jira
- Looker
- Salesforce
- Confluence
- Trello
- Slack
- MacOS
- IOS
- Windows OS
- Google Workspace
- Microsoft Office Suite
- Data Analysis
- Knowledge Management
Websites
Technicalacumen
Zendesk, Jira, Looker, Salesforce, Confluence, Trello, Slack, MacOS, iOS, Windows OS, Google Workspace, Microsoft Office Suite (Word, Excel, PowerPoint), Data Analysis, Knowledge Management
Timeline
Registry Operations Manager
Tucows Inc
01.2022 - 01.2023
Customer Experience Manager
Tucows Inc
01.2018 - 01.2022
Senior Team Lead
Tucows Inc
01.2015 - 01.2018
Customer Experience Advisor
Tucows Inc
01.2012 - 01.2015
Customer Relations Advisor
Apple Inc
01.2005 - 01.2011
Local Area Network Administration (LAN) -
Career Development Institute
Artificial Intelligence Fundamentals -
IBM SkillsBuild
Generative AI for Leaders -
Vanderbilt University
Foundations of Project Management -
Google/Coursera
Orion Leadership Training Program -
Tucows Internal Training
Effective Manager | Effective Communicator | Effective Hiring Manager -
Manager Tools
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