Aurélia Dagan
Head Of Customer Support at Cubeler Business Hub- Claim this Profile
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French Native or bilingual proficiency
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English Full professional proficiency
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German Limited working proficiency
Topline Score
Bio
Vanessa K.
I've reported to Aurelia in some capacity for most of my time at Lightspeed (around 8 or so years by now). She's a manager who has always cared for my growth, development and well-being and has been more than your "typical boss" I consider her to be a mentor. While I sometimes may get flustered or stressed by new situations, Aurelia has always remained calm, level-headed and ready to help me sort through problems, either by helping me find a solution on my own or by pointing me in a direction I never thought to travel. Some of her skills include an amazing memory, fantastic follow-up, researching and getting to the bottom of issues. Not only does she do so with understanding and empathy for our teams, but for our customers as well. When Aurelia is at the helm, I never have to worry that the customer is left in a poor situation, or that our agents weren't heard or stood up for. Aurelia is an outstanding person to work for whether in a team environment or in a 1:1 session. I consider her to be a true leader in that she cares about hitting KPIs, targets and global numbers, but also about the health, well-being and overall success of our agents. Aurelia is one of the few managers I have had that cares about the numbers AND the people. She has always been transparent, flexible, and innovative and I cannot recommend her enough as one of the best managers/directors that we have ever had.
Denise Nahas
Aurelia is a supportive leader who leads by example. She unites and pulls everyone forward , patiently, steadily and continuously. She has positive influence on her colleagues and direct reports. She can deal with continuous change by staying focused and planning her approach. She is a solid leader, respected by her peers and her team. She wants what is good for the customers and the company and will fight for them. Aurelia knows how to build successful and happy support teams. She seems to be able to take on any challenge that is sent her way. She has been a pleasure to work with for the past 9 years.
Vanessa K.
I've reported to Aurelia in some capacity for most of my time at Lightspeed (around 8 or so years by now). She's a manager who has always cared for my growth, development and well-being and has been more than your "typical boss" I consider her to be a mentor. While I sometimes may get flustered or stressed by new situations, Aurelia has always remained calm, level-headed and ready to help me sort through problems, either by helping me find a solution on my own or by pointing me in a direction I never thought to travel. Some of her skills include an amazing memory, fantastic follow-up, researching and getting to the bottom of issues. Not only does she do so with understanding and empathy for our teams, but for our customers as well. When Aurelia is at the helm, I never have to worry that the customer is left in a poor situation, or that our agents weren't heard or stood up for. Aurelia is an outstanding person to work for whether in a team environment or in a 1:1 session. I consider her to be a true leader in that she cares about hitting KPIs, targets and global numbers, but also about the health, well-being and overall success of our agents. Aurelia is one of the few managers I have had that cares about the numbers AND the people. She has always been transparent, flexible, and innovative and I cannot recommend her enough as one of the best managers/directors that we have ever had.
Denise Nahas
Aurelia is a supportive leader who leads by example. She unites and pulls everyone forward , patiently, steadily and continuously. She has positive influence on her colleagues and direct reports. She can deal with continuous change by staying focused and planning her approach. She is a solid leader, respected by her peers and her team. She wants what is good for the customers and the company and will fight for them. Aurelia knows how to build successful and happy support teams. She seems to be able to take on any challenge that is sent her way. She has been a pleasure to work with for the past 9 years.
Vanessa K.
I've reported to Aurelia in some capacity for most of my time at Lightspeed (around 8 or so years by now). She's a manager who has always cared for my growth, development and well-being and has been more than your "typical boss" I consider her to be a mentor. While I sometimes may get flustered or stressed by new situations, Aurelia has always remained calm, level-headed and ready to help me sort through problems, either by helping me find a solution on my own or by pointing me in a direction I never thought to travel. Some of her skills include an amazing memory, fantastic follow-up, researching and getting to the bottom of issues. Not only does she do so with understanding and empathy for our teams, but for our customers as well. When Aurelia is at the helm, I never have to worry that the customer is left in a poor situation, or that our agents weren't heard or stood up for. Aurelia is an outstanding person to work for whether in a team environment or in a 1:1 session. I consider her to be a true leader in that she cares about hitting KPIs, targets and global numbers, but also about the health, well-being and overall success of our agents. Aurelia is one of the few managers I have had that cares about the numbers AND the people. She has always been transparent, flexible, and innovative and I cannot recommend her enough as one of the best managers/directors that we have ever had.
Denise Nahas
Aurelia is a supportive leader who leads by example. She unites and pulls everyone forward , patiently, steadily and continuously. She has positive influence on her colleagues and direct reports. She can deal with continuous change by staying focused and planning her approach. She is a solid leader, respected by her peers and her team. She wants what is good for the customers and the company and will fight for them. Aurelia knows how to build successful and happy support teams. She seems to be able to take on any challenge that is sent her way. She has been a pleasure to work with for the past 9 years.
Vanessa K.
I've reported to Aurelia in some capacity for most of my time at Lightspeed (around 8 or so years by now). She's a manager who has always cared for my growth, development and well-being and has been more than your "typical boss" I consider her to be a mentor. While I sometimes may get flustered or stressed by new situations, Aurelia has always remained calm, level-headed and ready to help me sort through problems, either by helping me find a solution on my own or by pointing me in a direction I never thought to travel. Some of her skills include an amazing memory, fantastic follow-up, researching and getting to the bottom of issues. Not only does she do so with understanding and empathy for our teams, but for our customers as well. When Aurelia is at the helm, I never have to worry that the customer is left in a poor situation, or that our agents weren't heard or stood up for. Aurelia is an outstanding person to work for whether in a team environment or in a 1:1 session. I consider her to be a true leader in that she cares about hitting KPIs, targets and global numbers, but also about the health, well-being and overall success of our agents. Aurelia is one of the few managers I have had that cares about the numbers AND the people. She has always been transparent, flexible, and innovative and I cannot recommend her enough as one of the best managers/directors that we have ever had.
Denise Nahas
Aurelia is a supportive leader who leads by example. She unites and pulls everyone forward , patiently, steadily and continuously. She has positive influence on her colleagues and direct reports. She can deal with continuous change by staying focused and planning her approach. She is a solid leader, respected by her peers and her team. She wants what is good for the customers and the company and will fight for them. Aurelia knows how to build successful and happy support teams. She seems to be able to take on any challenge that is sent her way. She has been a pleasure to work with for the past 9 years.
Credentials
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Quality Management for Operational Excellence
LinkedInOct, 2023- Nov, 2024 -
Six Sigma Foundations
LinkedInFeb, 2023- Nov, 2024 -
Guide / self-service
ZendeskOct, 2022- Nov, 2024 -
Foundational Support
ZendeskSep, 2022- Nov, 2024 -
Talk / voice
ZendeskSep, 2022- Nov, 2024 -
IT Information Library Foundations Certification (ITIL)
PeopleCertApr, 2023- Nov, 2024 -
First Aid
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Experience
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Cubeler Business Hub
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Canada
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Software Development
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1 - 100 Employee
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Head Of Customer Support
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Jul 2022 - May 2023
Cubeler Inc. is the creator and operator of the Business Hub™, an ecosystem of SMEs and financial institutions where analytics and artificial intelligence are used to facilitate transactions among the ecosystem’s members. Build a brand new customer support operation in preparation for the launch of Cubeler’s Business Hub. Select and implement a support tool (Zendesk), hire, train, and coach a team of Customer Care Representatives. Closely monitor the adoption of the platform and… Show more Cubeler Inc. is the creator and operator of the Business Hub™, an ecosystem of SMEs and financial institutions where analytics and artificial intelligence are used to facilitate transactions among the ecosystem’s members. Build a brand new customer support operation in preparation for the launch of Cubeler’s Business Hub. Select and implement a support tool (Zendesk), hire, train, and coach a team of Customer Care Representatives. Closely monitor the adoption of the platform and provide regular and detailed reports to the leadership team. Show less Cubeler Inc. is the creator and operator of the Business Hub™, an ecosystem of SMEs and financial institutions where analytics and artificial intelligence are used to facilitate transactions among the ecosystem’s members. Build a brand new customer support operation in preparation for the launch of Cubeler’s Business Hub. Select and implement a support tool (Zendesk), hire, train, and coach a team of Customer Care Representatives. Closely monitor the adoption of the platform and… Show more Cubeler Inc. is the creator and operator of the Business Hub™, an ecosystem of SMEs and financial institutions where analytics and artificial intelligence are used to facilitate transactions among the ecosystem’s members. Build a brand new customer support operation in preparation for the launch of Cubeler’s Business Hub. Select and implement a support tool (Zendesk), hire, train, and coach a team of Customer Care Representatives. Closely monitor the adoption of the platform and provide regular and detailed reports to the leadership team. Show less
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Lightspeed Commerce
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Canada
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Software Development
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700 & Above Employee
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Director, Customer Support
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Mar 2019 - Apr 2022
Provide guidance and direction to the Technical Support teams on day-to-day activities, while driving customer service excellence. Coordinate hiring and talent movement across North-America and off-shore teams. Provide leadership, mentoring, and coaching for existing and future Technical Support leaders. Improve productivity by highlighting deficiencies, recommending changes and improvements to tools, processes, reporting, and by increasing employee engagement. Provide… Show more Provide guidance and direction to the Technical Support teams on day-to-day activities, while driving customer service excellence. Coordinate hiring and talent movement across North-America and off-shore teams. Provide leadership, mentoring, and coaching for existing and future Technical Support leaders. Improve productivity by highlighting deficiencies, recommending changes and improvements to tools, processes, reporting, and by increasing employee engagement. Provide weekly/monthly/quarterly feedback, KPIs and reports to the EVP of Customer Support. Work closely with all functional Support directors and managers on a global scale and supporting various products and regions. Ensure that Escalation processes are well implemented and followed. Build and maintain relationship with offshore BPO (Philippines) to ensure smooth operations. Help integrating new teams coming from acquisitions. Help with selection and deployment of new tools and systems to support teams' growth and scalability. Hold regular All-Hands meetings and presentations to large audiences. Handle emergency situation, enable and coordinate Business Continuity plans and disaster recovery processes.
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Global Support Manager
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Jul 2015 - Feb 2019
Worked closely with the company’s Business Partner Outsourced in the Philippines. Managed 3 different teams over 3 time zones, supporting 3 different products 24/7. Mentored and trained new support Managers and Team Leads. Helped integrate teams gained from company acquisitions.
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Support Manager
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Jun 2013 - Jul 2015
Participated in the recruitment of new Support specialists (phone screenings, interviews, tests). Managed individual performance of team members. Conducted regular 1:1s with Support specialists and Team leads. Provided regular performance reports to the Director of Customer Support. Liaised with the Escalations team (Tier 2) on complex issues and newly filed bugs. Coordinated additional training for the team.
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Support Team Lead
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Mar 2013 - Jun 2013
Trained newly hired Support specialists. Assisted with more complex calls. Followed up on management escalation requests. Built team schedules. Conducted Quality Assurance checks on tickets and calls and provided appropriate coaching. Informed and trained team on new feature releases. Built and maintained troubleshooting and procedure documentation.
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Bilingual Customer Service Representative
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Nov 2011 - Mar 2013
Provided technical support to Lightspeed’s SMB users on the phone and through email. Liaised with the escalations team (Tier 2) to resolve more complex cases and to document and file newly identified system glitches.
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GLENTEL Inc.
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Canada
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Retail
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700 & Above Employee
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Sales associate / Associée aux ventes
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Mar 2011 - Oct 2011
Wireless Wave (a company of Glentel) is specialized in offering mobile phone and internet plans from the major cellular companies in Canada (Fido, Rogers, Bell, Virgin). Assess customers needs and help them compare various offers from major cellular companies and choose option that best fits their needs. Manage repair, return or exchange requests Run inventory counts, manage stock transfers, reception of new inventory, etc. Wireless Wave (a company of Glentel) is specialized in offering mobile phone and internet plans from the major cellular companies in Canada (Fido, Rogers, Bell, Virgin). Assess customers needs and help them compare various offers from major cellular companies and choose option that best fits their needs. Manage repair, return or exchange requests Run inventory counts, manage stock transfers, reception of new inventory, etc.
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Monster Worldwide CZ
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Online Audio and Video Media
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1 - 100 Employee
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Content specialist / Specialiste contenu
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Jul 2009 - Nov 2010
Provide internal support to Monster's French customer service team in Brno, Czech Republic: Create new articles and keep up to date internal knowledge base used by customer service representatives. Train new customer service representatives. Create new training material. Support du service clients français au sein d'un centre de service clientèle pan-européen (Brno, République Tchèque): Rédaction, mise à jour et traduction d'articles stockés dans une base de… Show more Provide internal support to Monster's French customer service team in Brno, Czech Republic: Create new articles and keep up to date internal knowledge base used by customer service representatives. Train new customer service representatives. Create new training material. Support du service clients français au sein d'un centre de service clientèle pan-européen (Brno, République Tchèque): Rédaction, mise à jour et traduction d'articles stockés dans une base de connaissance à l'usage des chargés de clientèle Formation des chargés de clientèle Création de matériaux de formations Show less Provide internal support to Monster's French customer service team in Brno, Czech Republic: Create new articles and keep up to date internal knowledge base used by customer service representatives. Train new customer service representatives. Create new training material. Support du service clients français au sein d'un centre de service clientèle pan-européen (Brno, République Tchèque): Rédaction, mise à jour et traduction d'articles stockés dans une base de… Show more Provide internal support to Monster's French customer service team in Brno, Czech Republic: Create new articles and keep up to date internal knowledge base used by customer service representatives. Train new customer service representatives. Create new training material. Support du service clients français au sein d'un centre de service clientèle pan-européen (Brno, République Tchèque): Rédaction, mise à jour et traduction d'articles stockés dans une base de connaissance à l'usage des chargés de clientèle Formation des chargés de clientèle Création de matériaux de formations Show less
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Monster
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United States
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Internet Publishing
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700 & Above Employee
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Customer service representative / Chargée de clientèle
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Apr 2008 - May 2009
Manage a portofolio of B to B customers Answer and manage customers requests (phone or email) Train users on Monster's products (on the phone or face to face) Create activity reports and provide detailed statistics to account managers and customers. Gestion d'un portefeuille clients (B to B) Prise en charge de demandes clients (par téléphone et par email) Formation à l'utilisation de nos produits (par téléphone et en face à face) Création de rapports d'activités et de… Show more Manage a portofolio of B to B customers Answer and manage customers requests (phone or email) Train users on Monster's products (on the phone or face to face) Create activity reports and provide detailed statistics to account managers and customers. Gestion d'un portefeuille clients (B to B) Prise en charge de demandes clients (par téléphone et par email) Formation à l'utilisation de nos produits (par téléphone et en face à face) Création de rapports d'activités et de points statistiques (à l'usage des commerciaux et des clients) Show less Manage a portofolio of B to B customers Answer and manage customers requests (phone or email) Train users on Monster's products (on the phone or face to face) Create activity reports and provide detailed statistics to account managers and customers. Gestion d'un portefeuille clients (B to B) Prise en charge de demandes clients (par téléphone et par email) Formation à l'utilisation de nos produits (par téléphone et en face à face) Création de rapports d'activités et de… Show more Manage a portofolio of B to B customers Answer and manage customers requests (phone or email) Train users on Monster's products (on the phone or face to face) Create activity reports and provide detailed statistics to account managers and customers. Gestion d'un portefeuille clients (B to B) Prise en charge de demandes clients (par téléphone et par email) Formation à l'utilisation de nos produits (par téléphone et en face à face) Création de rapports d'activités et de points statistiques (à l'usage des commerciaux et des clients) Show less
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AXA Partners
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France
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Insurance
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700 & Above Employee
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Road-side assistance agent / Chargée d'assistance
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Jan 2005 - Feb 2008
Road-side assistance agent: Answer and organize towing service requests (incoming calls) Manage international and corporate cases Chargée d'assistance au pôle automobile: Gestion d'appels clients ayant besoin d'un dépannage automobile Organisation de services de dépannage Gestion de dossiers internationaux et de véhicules de flottes professionnelles. Road-side assistance agent: Answer and organize towing service requests (incoming calls) Manage international and corporate cases Chargée d'assistance au pôle automobile: Gestion d'appels clients ayant besoin d'un dépannage automobile Organisation de services de dépannage Gestion de dossiers internationaux et de véhicules de flottes professionnelles.
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Education
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1999 - 2003
Université Paris 13
Bac+4, LEA Anglais - Allemand
Community
