WELCOME
CHAKA KOUNOU
With more than 16 years of experience in business operations, strategy, operational excellence, customer experience, and sales, I have proven myself as a trusted business leader. Part strategist, coach, mentor, and change agent, my main focus is on developing high-performing teams that drive profitable growth. Through designing, planning, executing, and implementing winning solutions, I often work on many organization-wide strategic initiatives with an added emphasis on increasing efficiency and meeting stakeholder needs. Additionally, my expertise lies in effectively supporting multiple projects of varying complexity in both flat and matrix organizations while driving consensus and alignment.
Currently in FinTech, the focal point of my work as Senior Director of Customer Experience and Business Operations at CanadaHelps is built on innovating and leading cross-functional teams to help donors and charities achieve more fundraising goals by creating unique products and experiences. My role also includes measuring, assessing, monitoring, and reporting all enterprise-wide risks.
Some of my past accomplishments include:
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Re-engineered the organization’s structure, expanding operations to five new business units and growing the employee count to 35 from 6.
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Enabled 88% of urgent bugs/feature requests to be fixed by aligning the product roadmap with the company’s overall objectives and supporting the classification of work backlog.
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Surpassed the target in insurance and travel-booking sales by 20% through spearheading employee training and development efforts and simplifying the Customer Care processes.
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Introduced 3rd party outsourced provider capabilities, reducing overnight operating and HR costs by over $100k annually in a 24/7 environment.
I find great fulfillment in crafting business cases within the non-profit and technology sectors due to the unique blend of innovation and social impact they offer. In the non-profit realm, I am driven by the opportunity to create compelling cases that harness the power of data-driven strategies to drive positive change, whether it's in education, healthcare, or social services. Witnessing the tangible benefits of these efforts on vulnerable communities inspires me deeply. Simultaneously, the technology sector allows me to delve into cutting-edge solutions, where I can bridge the gap between innovation and practicality, helping organizations navigate the dynamic landscape of digital transformation. The chance to merge my passion for social good with the fast-paced evolution of technology makes creating business cases in these sectors an exceptionally rewarding and purpose-driven endeavor.
