Phil Decelis
About Phil Decelis
Phil Decelis is a Manager and Product Owner for Customer Experience and Voice of Customer at FreshBooks in Toronto, Ontario, Canada. He has over 15 years of experience in customer support and product development, specializing in enhancing user feedback and operational efficiency.
Work at FreshBooks
Phil Decelis currently holds the position of Manager / Product Owner, Customer Experience & Voice of Customer (VoC) at FreshBooks, a role he has occupied since 2022. In this capacity, he is responsible for establishing key performance indicators (KPIs) and success metrics to evaluate both team and product performance. He also founded and leads the Voice of the Customer program, which aims to enhance customer experience through the collection and analysis of user feedback. His previous roles at FreshBooks include Sr. Product Owner - Customer Experience from 2016 to 2022 and Training Specialist for a brief period in 2016.
Background
Phil Decelis has a diverse professional background with over 15 years of experience in customer support and product management. He began his career at Spin Master Ltd. as a Customer & Sales Support, CRM Coordinator from 2010 to 2013. He then joined FreshBooks, where he worked in various roles, including Support Rockstar from 2014 to 2016 and Sr. Product Owner - Customer Experience from 2016 to 2022. His educational background includes studying Business/Managerial Economics at Hills Road Sixth Form College from 2004 to 2006.
Education and Expertise
Phil Decelis studied Business/Managerial Economics at Hills Road Sixth Form College from 2004 to 2006. His expertise lies in developing and optimizing operations to improve user feedback and usage patterns, which supports a customer-driven approach to product development. He possesses strong skills in documentation management and team training, which have enhanced his communication abilities and leadership capacity.
Achievements
Phil Decelis has received recognition for his contributions to customer support, including winning the 2015 Customer Happiness Award. His extensive experience in customer support and product management has led to the implementation of successful strategies that focus on enhancing customer experience and engagement.