Open to opportunities

Daniel Muto

@danielmuto

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Customer Care Supervisor dedicated to enhancing customer experiences.

Canada

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What I'm looking for

I am seeking a role that allows me to lead teams, drive process improvements, and enhance customer satisfaction in a collaborative environment.

I am a Customer Care Supervisor with a proven track record in leading departmental and company-wide initiatives that enhance customer experiences through streamlined operations. At Cardinal Health Canada, I have successfully created and managed yearly performance goals for my direct reports, focusing on both company KPIs and individual employee development. My leadership style emphasizes collaboration, ensuring a safe and productive work environment while fostering professional growth.

Throughout my career, I have built strong relationships across various functions, contributing to cross-functional initiatives that enhance customer engagement. I take pride in overseeing the development of training curricula for Customer Care staff, ensuring high-quality service delivery. My commitment to optimizing performance and fostering team participation has been recognized through multiple accolades, including the People Leader Of The Year nomination in 2024.

Experience

Work history, roles, and key accomplishments

Current

Customer Care Supervisor

Current

Cardinal Health Canada

Mar 2022 - Present (3 years 3 months)

Led departmental and company-wide project and process improvements that enhanced customer experience through streamlined operations. Created and managed yearly performance goals for direct reports, focusing on company KPIs and individual employee development.

Project Management Process Improvement Customer Experience Performance Management KPI Tracking Employee Development Staffing Interviewing Cross Functional Collaboration Training Development

Customer Care Team Lead

Cardinal Health Canada

Jul 2021 - Mar 2022 (8 months)

Analyzed root causes of issues and escalated recurring problems to management to establish consistent practices within the Customer Care department. Coordinated weekly huddles for email support teams to enhance communication and collaboration.

Root Cause Analysis Quality Assurance Onboarding Training Process Improvement Communication Collaboration Customer Support

Senior Customer Order Management Representative

Cardinal Health Canada

May 2019 - Jul 2021 (2 years 2 months)

Created and posted process and training documents, and prepared presentations for the department to ensure understanding of operational processes. Initiated a program to increase email team KPIs through standardized templates and bi-weekly reports.

Documenting Operational Processes KPIs Reporting Operations Customer Service Data Analysis Program Management Communication

Customer Care Specialist: Acute Care

Cardinal Health Canada

Oct 2018 - May 2019 (7 months)

Maintained a portfolio of high-profile acute accounts requiring specialized service and attention to detail. Scheduled orders with warehouse and transit teams, striving for 90% accuracy in deliveries.

Account Management Scheduling Logistics Coordination Customer Relationship Management Training Customer Service Attention To Detail Communication

Customer Service Representative

Cardinal Health Canada

Mar 2018 - Oct 2018 (7 months)

Processed customer purchase orders and responded to customer inquiries. Contributed to building and maintaining customer relationships and identified ways to contribute to the ongoing success of the company.

Order Processing Order Inquiries Customer Relationship Management Team Collaboration Customer Service Data Entry Problem Solving Communication Sales Support Administrative Support

Financial Advisor

Scotiabank

Oct 2017 - Mar 2018 (5 months)

Provided a full range of customized financial solutions using a basic financial planning approach, focused on building and maintaining long-term relationships. Contributed to Scotiabank’s defined Customer Experience Model, providing excellent customer experience.

Financial Planning Customer Relationship Management Customer Experience Sales Financial Services Portfolio Management Banking Operations Compliance

Universal Banker

Scotiabank

Apr 2017 - Oct 2017 (6 months)

Acted as the branch’s Digital Ambassador, promoting and demonstrating self-service options and training staff. Educated customers on personalized sales and service options, fulfilling simple sales and processing day-to-day transactions.

Customer Education Sales Customer Service Teller Operations Problem Solving Relationship Building Financial Products Training

Customer Representative

Scotiabank

Jan 2013 - Apr 2017 (4 years 3 months)

Contributed to the overall business objectives of the branch team and promoted complementary delivery products/services. Supported walk-in customers' transactional needs and balanced the team.

Customer Service Team Collaboration Compliance Risk Management

Education

Degrees, certifications, and relevant coursework

York University

Bachelor of Arts, English and Psychology

Completed a double honours major in English and Psychology. Studied a wide range of topics within both disciplines, developing strong analytical and communication skills.