Steve Capper

Dynamic and motivated Support Professional with a proven record of generating and building relationships with customers and clientele, managing projects from concept to completion, designing educational strategies, and building and leading teams, while coaching individuals to success. Skilled in working with cross-functional teams, demonstrating exceptional communication skills, and making critical decisions during challenging situations. Adaptable and an agile leader, over 20 years of customer experience management, 15 years in a SaaS environment. I am committed in providing value to clients using best practices, and developing opportunities that further establish organizational goals.

TechInsights
Director of Customer Operations
March 2021 - Present
Ottawa, Ontario, Canada
Led a team of customer operations specialists to ensure efficient and effective
customer service operations.
Developed and implemented customer success strategies that align with the
company's overall goals and objectives.
Designed and managed the customer service infrastructure, including
systems, processes, and procedures to ensure smooth operations.
Ensured that the customer service team is equipped with the necessary tools,
technology, and resources to provide exceptional service.
Developed and maintained customer service standards and metrics to
measure performance and identify areas for improvement.
Collaborated with other departments, such as product development, design,
product owners and marketing, to ensure that customer feedback is integrated
into the company's overall strategy.

Analyzed customer service data to identify trends and insights that can inform
product development and business strategy.
Provided regular reports to senior management on customer service metrics
and progress toward goals.
Hiring, training, and coaching customer service specialists to ensure they have
the skills and resources needed to deliver exceptional customer service.
Staying up-to-date on industry trends and best practices in customer service to
continually improve the effectiveness of the customer operations team.

Acquisio
Technical Product Manager/Senior Analyst
2014 - 2020 (6 years)
Brossard, Quebec, Canada
Designed, applied and delivered onboarding projects for premier clients in a
SaaS environment. Responsible for assisting users on various escalated level
hardware and software related issues, as well as provide testing and value
added feedback for product software. Support, monitor, test, and troubleshoot
hardware and software problems pertaining to production software. Analyzed
programs or systems to determine the cause of problems. Maintained case
progress through Salesforce and developer ticketing system (JIRA).

W3 Business Network
Technical Client Services/Support Manager
2008 - 2014 (6 years)
Ottawa, Ontario, Canada
Managed and provided assistance in overseeing and maintaining accounts of
strategic clients in a SaaS environment. Led the team of 3 by assisting them
with customer inquiries via phone, email and web collaboration to diagnose
problems and provide resolutions for technical and service issues. Led
and performed regression testing. Contributed in software design reviews
and developed software walkthroughs. Design and review of Test Cases.
Developed and maintained product documentation.

Global Crossing Telecommunications, Inc
Customer Care Team Lead
1999 - 2007 (8 years)
Montreal, Quebec, Canada
Led and contributed to the company key attributes to maintain existing
clientele and to increase new business. Led and supervised a team of 20
application support specialists. Provided network management of data
and voice conferencing communications for domestic and international
operations of multi-billion dollar corporation. Performed advanced Tier 1
& Tier 2 troubleshooting of computer systems, web products and related
software. Trained employees on eLearning software and advanced
troubleshooting techniques. Provided customer trainings on the use of
eLearning equipment, software, and manuals. Programmed on-line, batch,
real-time, and telecommunications systems. Reported on common problems
and complaints, Creation and escalation of network-wide troubles tickets.
Solved customer problems and assured satisfaction.

Média Express Inc
Corporate Trainer
1997 - 1999 (2 years)
Montreal, Quebec, Canada
Developed, documented and delivered training courses on company products
and in-house computer software. Trained both new and existing personnel
in company customer service protocol. Provided technical assistance to
customer service staff, assisting with network access, printing, and application
software operation. Provided technical conferences and seminars to inform
and train personnel about new product developments.

Ontario Ministry of Training, Colleges and Universities
Certificate in IT - Contact Centre - Technical Support Agent  · (2008 - 2008)

Concordia University
Bachelor of Commerce - BCom, Marketing · (1993 - 1993)

Vanier College
Diploma of Education, Business/Commerce, General · (1991 - 1993)