Michael Achaibar
Summary
Dynamic Customer Experience Manager with a proven track record, leveraging data analytics and cross-functional collaboration to elevate customer satisfaction scores. Skilled in voice of customer analysis, I implemented effective training programs that enhanced team performance and streamlined processes, resulting in improved service delivery and employee retention.
Customer Experience Specialist with background in enhancing client satisfaction and loyalty through effective communication and problem-solving. Strong emphasis on team collaboration, achieving results, and adapting to evolving needs. Skilled in conflict resolution, process optimization, and customer relationship management. Known for reliability and proactive approach to improving service standards.
Overview
22
22
years of professional experience
Work History
Customer Experience Manager
KI Canada
01.2022 - 02.2025
- Developed customer feedback mechanisms to enhance service quality and satisfaction.
- Analyzed customer data to identify trends and recommend service improvements.
- Collaborated with cross-functional teams to streamline customer support processes.
- Increased employee retention through effective training and mentorship programs.
- Established cross-functional teams for improved communication between departments and better customer experiences.
- Streamlined internal processes for more efficient issue resolution, reducing overall case volume while maintaining high-quality service levels.
- Collaborated with marketing teams to align messaging and promotions with customer needs and expectations.
- Elevated customer satisfaction scores by 30% through the implementation of customer feedback and addressed concerns promptly (CSAT)
- Led cross-functional meetings to align marketing, sales, and customer service strategies, fostering cohesive brand experience.
- Negotiated with vendors to secure better service terms that enhanced overall customer experience.
- Implemented training programs for staff to improve customer interaction techniques.
- Conducted in-depth analysis of customer feedback to identify trends and areas for improvement.
Customer Service Manager
Parkland Fuel LTD
03.2017 - 12.2021
- Supervised daily operations of customer service team, ensuring high-quality support and efficient workflow.
- Improved NPS by 10+ points by enhancing customer service workflows and resolving issues faster.
- Developed training programs to enhance team skills and improve customer interaction strategies, individual survey scores increased by over 20 percent in 2020
- Led weekly team meetings to discuss goals, share best practices, and foster a collaborative environment.
- Developed vendor performance metrics to enhance service delivery and compliance.
- Negotiated contracts with suppliers, achieving favorable terms and conditions.
- Optimized inventory levels by closely monitoring demand trends and collaborating with cross-functional teams to forecast future needs.
Digital Manager, Contact Centre
EQ Bank
06.2015 - 10.2019
- Led digital marketing strategies to enhance brand visibility across multiple platforms.
- Developed and implemented SEO strategies to improve organic search rankings.
- Analyzed website performance metrics to optimize user experience and engagement.
- Managed social media campaigns, driving audience growth and interaction rates. This lead to an increase in website traffic by over 80% in less than a month
- Oversaw content creation and distribution, ensuring consistency in • Developed a consistent quality monitoring and compliance program (i.e. personal accountability and first contact resolution (FCR) to ensure that the FSAs, CSPs and Customer Care Administrators (CCAs) to provide the "best-in-class" servicing • Establish key quality and productivity benchmarks and ensure accountability amongst the Team leads, FSAs and CSPs to meet their applicable performance targets • • Lead developed and mentored Team leads on effective people leadership principles and sound Contact Centre Management business principles and practices (Situational Leadership) • Continuously review monthly staffing requirements with the VP, Contact Centre (20% increase in total calls taken/annually) and make recommendations to potentially hire ahead of attrition when warranted • Developed Contact Centre procedures and practices to align with Home Trust's business goals and objectives, within acceptable risk tolerance levels • Ensured my Contact Centre adheres to applicable regulatory and compliance obligations, including Privacy, Anti-Money Laundering/Anti-Terrorist Financing and internal Anti-Fraud Policy requirements • In conjunction with ERM (Enterprise Risk Management), contribute to the development of effective management tools, standards, guidelines and report as applicable to the Contact Centre • Respond to inquiries from and liaise with key business partners, government regulators, agencies, share holders, on planning matters and development proposals. •Prepare reports and attend business partner meeting, prepared and facilitated presentations regarding new sales initiatives and their overall impact, updated executive leaders on new KYC requirements or pending regulatory guidelines brand messaging.
- Streamlined internal processes, resulting in increased efficiency within the digital team.
- Developed and implemented customer retention strategies to enhance loyalty and satisfaction.
- Analyzed customer feedback to identify trends and improve service delivery.
- Trained staff on best practices for customer engagement and relationship management.
- Established performance metrics to monitor team effectiveness in achieving service goals.
- Fostered a collaborative environment, promoting knowledge sharing among team members for continuous improvement.
Sales Team Manager
Rogers Communications Inc
04.2009 - 06.2015
- Led sales team to exceed quarterly targets through strategic planning. I had a 12% growth in performance year over year.
- Developed and implemented training programs to enhance team skills and product knowledge.
- Analyzed customer feedback to refine sales strategies and improve service delivery.
- Coordinated cross-functional collaboration between departments to optimize sales processes.
- Established key performance indicators (KPIs) to measure team effectiveness and drive results. (CSAT, NPS)
- Utilized CRM tools to track sales activities, ensuring accurate reporting and forecasting outcomes.
- Coached employees in successful selling methods and encouraged cross-selling to drive revenue. Over $70000 in in plan upgrades and new devices in 2012. (Awarded for outstanding sales results)
- Discussed sales strategies and promotional plans with VP of Sales on regular basis.
- Reduced customer complaints by addressing issues promptly and implementing corrective measures to prevent recurrence.
- Implemented sales tracking systems to monitor individual and team progress towards achieving set targets.
Mortgage Advisor
Mortgage Alliance Group
03.2006 - 04.2012
- Guided clients through mortgage options, ensuring informed decisions tailored to individual financial situations.
- Analyzed credit reports and financial documents to assess borrowing eligibility and risk levels.
- Developed comprehensive loan proposals that align with client needs and lender requirements.
- Streamlined application processes, reducing turnaround time for loan approvals while enhancing client satisfaction.
- Monitored economic trends and market conditions to provide accurate insights into potential shifts affecting mortgage rates and lending opportunities.
- Educated first-time homebuyers about available financing options and guided them through each stage of the mortgage application process.
- Advised clients on mortgage options aligning with financial goals.
- Analyzed credit reports to determine loan eligibility and risk assessment.
Team Manager
American Express Inc
03.2003 - 04.2009
- Led cross-functional teams to enhance operational efficiency and service delivery, each agent managed approximately 45 calls and hour.
- Developed and implemented training programs to improve team performance and customer satisfaction to increase CSAT cores by 11%
- Analyzed performance metrics to identify areas for process improvement and cost reduction.
- Supervised daily operations of customer service team, ensuring high-quality support and efficient workflow. Quality monitoring scores increase from an average of 75% to over 80%
- Led weekly team meetings to discuss goals, share best practices, and foster a collaborative environment.
- Cultivated a positive workplace culture focused on teamwork, accountability, and customer satisfaction initiatives.
- Enhanced communication skills within the team through training sessions and role-playing exercises.
- Resolved escalated customer complaints calmly and professionally, maintaining high levels of satisfaction among clients despite challenging situations.
Education
Securities & Mutual Funds
Canadian Securities Institute
Toronto, ON10-2017
Financial Services
Seneca College
Real Estate Educational Program
Humber Institute of Technology And Advanced Learning
Toronto, ON04-2026
Skills
- Cross-functional collaboration
- Voice of customer analysis
- Customer empathy
- Data analytics
- Account management
Languages
English
Native or Bilingual
Timeline
Customer Experience Manager
KI Canada
01.2022 - 02.2025
Customer Service Manager
Parkland Fuel LTD
03.2017 - 12.2021
Digital Manager, Contact Centre
EQ Bank
06.2015 - 10.2019
Sales Team Manager
Rogers Communications Inc
04.2009 - 06.2015
Mortgage Advisor
Mortgage Alliance Group
03.2006 - 04.2012
Team Manager
American Express Inc
03.2003 - 04.2009
Securities & Mutual Funds
Canadian Securities Institute
Financial Services
Seneca College
Real Estate Educational Program
Humber Institute of Technology And Advanced Learning