Adam Robillard

Background

About Adam Robillard

In the fast-paced and digital-centric world that we find ourselves in today, it is inevitable that many individuals will require support for the various services and products with which they interact. Although speedy chatbots can be useful to help users with basic tasks in a timely manner, they can also lead to frustration if an inquiry cannot be resolved or it is caught in an endless feedback loop. This frustration can ultimately reflect negatively on a service when users stop engaging with the product or publicly acknowledge their frustration on social media. Because of this, a hybrid approach of individuals that can efficiently navigate software tools to respond to inquiries promptly with the nuance of human intuition and research appears to be the best method for customer satisfaction in most cases. That is what I have learned in my almost 2 years of daily work in the customer success department of one of the largest, global, athletic brands and that is the approach that I consistently strive to achieve throughout my work in the industry. Since I joined my team, I have increased our department’s satisfaction scores by over 10% and maintain my personal satisfaction scores at over 95% across the hundreds of interactions that I facilitate on a monthly basis. I also constantly strive to lead my team by example so that they can strengthen their understanding of the products they support and assist users more holistically. My passion for responsive and empathetic support has been something that I initially developed through my 5+ working with at-risk youth through the Boys & Girls Club and refined through my B.A. Honours in Criminology and Criminal Justice with a concentration in Psychology that I attained from Carleton University. The work that I put into developing my unique, effective approach also allowed me to assist as a shadowing youth probation officer with Youth Justice Services Ottawa. My propensity for support also permeates into my personal life in the form of supporting many artists in the Ottawa music scene as a percussionist, composer, and producer. Whether it be for progressive metalcore, alternate rock, or singer-songwriter projects, I continue to use my over 13 years of musical experience to help artists bring their vision to life and develop ideas that they otherwise would not have considered.