Open to opportunities

Lou Sicoli

@lousicoli

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Entrepreneurial operations executive with 20 years of leadership experience.

Canada

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What I'm looking for

I am looking for a role that emphasizes customer success, team leadership, and strategic initiatives within a dynamic organization.

I am an entrepreneurial and resourceful leader with over 20 years of experience in support and service. My career has been dedicated to gaining the trust of both internal teams and external customers through guidance and development. I have a proven track record of building exceptional support, logistics, and material management teams, bringing personal creativity and mentorship to every project.

Currently, I serve as the VP of Internal Operations at Alumni Educational Solutions, where I stepped into a newly created role focused on enhancing customer satisfaction across various operational tasks. My responsibilities include establishing new processes, developing organizational dashboards, and implementing a Business Management System to monitor the customer lifecycle. I am passionate about fostering strong external partnerships and driving organizational excellence.

Throughout my career, I have held various roles, including Manager of Customer Success and Senior Analyst of Customer Strategy. I have consistently focused on customer retention, satisfaction, and process improvement, working closely with cross-functional teams to ensure that customer feedback is integrated into our operations. My commitment to leadership and mentorship has been instrumental in developing talent and creating a positive company culture.

Experience

Work history, roles, and key accomplishments

Current

VP, Internal Operations

Current

Alumni Educational Solutions

Dec 2019 - Present (5 years 6 months)

In this newly created role, I focused on enhancing customer satisfaction through improved support, logistics, and design processes. I established new workflows, implemented a Business Management System, and developed key organizational metrics to drive operational excellence.

Customer Satisfaction Process Improvement SharePoint Business Systems Workflow Management Metrics Stakeholder Engagement Talent Management Communication

Manager, Customer Success Team

eSentire

Oct 2015 - Aug 2019 (3 years 10 months)

Managed the Customer Success team, ensuring customer retention and satisfaction. Collaborated with various teams to resolve customer issues and implemented a new CRM system to enhance service delivery.

Customer Relationship Management Team Management Customer Retention Service Delivery Process Improvement Cross Functional Collaboration Escalation Management Customer Engagement

Manager, Customer Experience Insight

OpenText

Sep 2013 - Jul 2015 (1 year 10 months)

Led the development and execution of Customer Experience programs, managing a team to monitor customer feedback and drive organizational change based on insights gathered.

Team Leadership Cross Functional Collaboration Change Management Stakeholder Engagement Data Analysis

Support Account Manager

BlackBerry (RIM)

Sep 2004 - Aug 2007 (2 years 11 months)

Served as the principal contact for strategic customers, managing support accounts and ensuring high levels of customer satisfaction through proactive problem management and support.

Customer Support Account Management Problem Management Customer Satisfaction Team Leadership Data Analysis Trend Analysis Reporting Customer Engagement

Education

Degrees, certifications, and relevant coursework

Wilfrid Laurier University

Bachelor of Arts, Economics

Bachelor of Arts in Economics. Stepped into a newly created role for the organization, mandated to increase focus on customer satisfaction in areas of Support, Logistics and Design as well as operational tasks impacting factory and warehouse deliverables.

Wilfrid Laurier University

Bachelor of Arts, Psychology

Bachelor of Arts in Psychology. Focused on understanding human behavior and mental processes, which aids in customer experience and relationship management.