Michael Achaibar
Summary
Dynamic Customer Experience Manager with a proven track record at KI Canada, skilled in data analytics and cross-functional collaboration. Successfully enhanced client satisfaction through strategic initiatives and training programs, while fostering customer empathy. Spearheaded performance evaluations that significantly improved service delivery and reduced response times, ensuring exceptional customer engagement.
Overview
8
8
years of professional experience
Work History
Customer Experience Manager
KI Canada
01.2022 - 02.2025
- Developed customer journey maps to enhance service delivery and identify improvement areas.
- Collaborated with cross-functional teams to streamline feedback processes and improve client satisfaction.
- Implemented training programs for staff, focusing on customer service excellence and product knowledge.
- Analyzed customer feedback trends to drive strategic initiatives aimed at enhancing overall experience.
- Established key performance indicators to measure effectiveness of customer engagement strategies.
- Facilitated regular workshops to align team objectives with customer experience goals and best practices.
- Led initiatives that reduced response times for customer inquiries, improving service efficiency by 30%
- Cultivated relationships with stakeholders to ensure alignment of services with client expectations and needs.
- Managed escalated customer issues promptly, ensuring timely resolutions and maintaining positive relationships.
- Supervised daily operations and sales functions to maximize revenue, customer satisfaction, and employee productivity.
- Conducted regular performance reviews with team members, fostering professional growth and development.
- Handled complaints, provided appropriate solutions, and alternatives within appropriate timeframes and followed up to achieve resolution.
- Developed new employees and on-going performance assessment of current employees.
- Collaborated with finance department on invoicing accuracy for applicable products, services, software, and logistics.
Customer Service Manager
Parkland Fuel
03.2017 - 12.2021
- Developed training programs for staff, increasing knowledge of products and services.
- Led customer support team to enhance service delivery and improve client satisfaction.
- Implemented new CRM system to streamline customer interactions and case management.
- Analyzed customer feedback to identify trends and drive service improvements.
- Coordinated cross-departmental initiatives to resolve complex customer issues efficiently.
- Established performance metrics and conducted regular evaluations to maintain high standards.
- Mentored junior staff, fostering professional growth and enhancing team capabilities.
- Spearheaded strategic projects aimed at optimizing customer experience across all touchpoints.
- Resolved customer complaints while prioritizing customer satisfaction and loyalty.
- Took ownership of customer issues and followed problems through to resolution.
- Managed a team of customer service representatives, fostering a positive work environment focused on teamwork and collaboration.
- Reduced customer complaints, proactively addressing issues and implementing effective solutions.
- Coordinated cross-departmental initiatives to address recurring customer issues, fostering collaboration and solutions-focused approaches.
- Led customer service team to enhance service delivery and resolve complex issues effectively.
Education
Certificate - Financial Services
Canadian Securities Institute
Skills
- Cross-functional collaboration
- Voice of customer analysis
- Customer empathy
- Data analytics
- Performance evaluations
- Training and onboarding
Languages
English
Native or Bilingual
Timeline
Customer Experience Manager
KI Canada
01.2022 - 02.2025
Customer Service Manager
Parkland Fuel
03.2017 - 12.2021
Certificate - Financial Services
Canadian Securities Institute