Summary
Overview
Work History
Education
Skills
Timeline
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Sylvie Gagnon

Winnipeg,MB

Summary

Vibrant and proactive leader with over 10 years of customer support experience demonstrating a passion for operations. Consistently focused on process enhancements, achieving excellence through clarity, and the joy of adapting with each challenge. Wizard in Slack, proficient in G-Suite, and tenacious seeker of continuous improvement.

Overview

9
9
years of professional experience

Work History

Technical Director

Poparide
03.2024 - 06.2024
  • Collaborated with cross-functional teams to complete large-scale projects on time and within budget.
  • Led the transition from Zendesk to Intercom, reducing hiring and training costs, minimizing errors, and enhancing customer and employee experiences through AI-driven tools.
  • Oversaw development and optimization of support tools, including process automation and technical feedback assessments.
  • Interpreted performance data to guide decision-making and process improvements, enhancing operational efficiency.

Director of Support

Poparide
01.2023 - 03.2024
  • Led cross-functional efforts to improve back-end systems and policies, increasing agent productivity and workplace satisfaction.
  • Reorganized support agents into specialized teams, improving response times, customer experience, and agent satisfaction.
  • Organized quarterly all-hands meetings with the CEO and Director of Operations to share company updates, plans, and projections.
  • Planned and led two successful company offsites (executive and Support management), aligning strategic objectives for 2024, boosting morale, and securing buy-in on key initiatives.
  • Contributed to marketing strategies focused on customer acquisition, retention, and lifecycle management.
  • Improved team productivity by introducing performance metrics and leveraging data-driven insights.

Growth Manager

Poparide
07.2022 - 01.2023
  • Optimized policies, processes, and tooling to support the fast-paced growth of the Support team and improve efficiency.
  • Identified and resolved operational bottlenecks, enhancing team productivity and scalability.
  • Led projects to streamline internal communication via Slack and mentored peers on best practices.
  • Delivered targeted training on communication, customer advocacy, and using feedback to drive improvements.
  • Empowered Support agents to provide actionable feedback, increasing insights for the Product team.
  • Automated financial tracking through a Slack-based system, improving transparency.
  • Led updates and maintenance of Zendesk, ensuring it met evolving team needs.
  • Implemented SLAs, improving response times and customer satisfaction.
  • Delivered weekly presentations on customer satisfaction, product improvements, and employee engagement.

Senior Customer Experience Agent

Slack Technologies
08.2019 - 06.2022
  • Identified team knowledge gap, compiled resources, crafted processes, and launched new workflows to enhance internal support systems. Resulted in clearer, more streamlined and more empowered peer support experiences.
  • Spearheaded team bug-hygiene overhaul. Developed customized Jira dashboard to increase visibility and access to trending issues. Resulted in 1-click access to trending bugs versus time-consuming JQL searches.
  • Co-led team onboarding overhaul project. Created order of operations, best practices, and team philosophy documentation to fill knowledge gaps.
  • Amplified new Asia-Pacific teammates' confidence and skillset by identifying knowledge gaps and implementing low-touch, high-impact mentorship and training opportunities.
  • Partnered with management to identify gaps, ideate on solutions and foster forward momentum.

Customer Experience Agent

Slack Technologies
09.2015 - 08.2019
  • Partnered with management to ideate, create, build and launch Slack's Live Support program.
  • Developed and launched a workflow to surface essential customer details. Resulted in permanent solution that continues to improve ease-of-access from 20 clicks between 3 programs to 2 clicks in Slack.
  • Advocated for increased team alignment between timezones to optimize metrics and distribute workload. Initiated experiment that improved team's first response time by 50%. Presented findings to audience of over 200 in Global Customer Experience all-hands meeting.
  • Overhauled Zendesk custom about fields leading to clearer data and customer insights. Managers and analysts continue to use the data these fields generate to explore metrics and inform decision-making.
  • Delivered presentation on customer obstacles and roadblocks to product and development team at NewXP global team off-site. Led to in-product changes and improvements to new user experience.

Education

Bachelor of Arts - Major in Psychology

University of Manitoba
Winnipeg, MB
2009

High School Diploma -

Vincent Massey Collegiate
Winnipeg, MB

Skills

  • Commendable Communicator
  • Passionate Problem-Solver
  • Outstanding Organizer
  • Ardent Adapter
  • Lively Learner
  • Lightsome Leader
  • Considerably Creative
  • Fondness for Feedback
  • Notable Knowledge Management
  • Above Average Attention to Detail

Timeline

Technical Director

Poparide
03.2024 - 06.2024

Director of Support

Poparide
01.2023 - 03.2024

Growth Manager

Poparide
07.2022 - 01.2023

Senior Customer Experience Agent

Slack Technologies
08.2019 - 06.2022

Customer Experience Agent

Slack Technologies
09.2015 - 08.2019

Bachelor of Arts - Major in Psychology

University of Manitoba

High School Diploma -

Vincent Massey Collegiate

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Sylvie Gagnon