Experience

IVèS

• France
• Telecommunications
• 1 - 100 Employee

• General Manager

  • Aug 2021 - Present

  Senior Executive accountable for Operations, Customer Experience, Client Relation and H.R. Manages and participates in project and business development in Canada.

• Operational Optimization Consultant

  • Nov 2019 - Jul 2021

  Responsible and accountable to conduct an operational audit. Implemented and managed the areas of improvement within the hiring process, KPI measures, training curriculum, succession planning, customer service and customer experience.



Humania BPO Inc.

• Canada
• Outsourcing and Offshoring Consulting
• 1 - 100 Employee

• Vice President Global Operations

  • Apr 2017 - Dec 2018

  Senior Executive responsible for Operations, Customer Care and H.R. of Humania BPO offices in Canada, Paris, Morocco and Madagascar. Accountable for the set-up and management of our Moroccan office. Humania BPO is a subsidiary of Utopia Image Inc.. Senior Executive responsible for Operations, Customer Care and H.R. of Humania BPO offices in Canada, Paris, Morocco and Madagascar. Accountable for the set-up and management of our Moroccan office. Humania BPO is a subsidiary of Utopia Image Inc..



Utopia Image Inc.

• Canada
• Holding Companies
• 1 - 100 Employee

• Vice President Global Operations

  • Jan 2017 - Dec 2018

  Executive leader responsible for the integration of operating and human resource processes of Utopia Image's core businesses. Accountable for Utopia Image's strategic plan and P & L for growth and expansion by focusing on acquisitions and managing the development of our infrastructure at the international front. Responsible for Utopia Image's organic growth and new business opportunities in Canada. Executive leader responsible for the integration of operating and human resource processes of Utopia Image's core businesses. Accountable for Utopia Image's strategic plan and P & L for growth and expansion by focusing on acquisitions and managing the development of our infrastructure at the international front. Responsible for Utopia Image's organic growth and new business opportunities in Canada.



Bdray consulting

• Montreal

• Independent Consultant

  • Mar 2016 - Dec 2016

  Independent consultant with expertise in the set-up and project management of customer contact centers with access to an extensive network of suppliers and professionals for I.T. cloud solutions (SaaS, IaaS) and design and planning of new customer contact spaces and offices. Strong knowledge of operational processes, customer experience, workforce management, budget and business planning. Completed a mandate in 2016 for the set-up of 2 call centers for the new Video Relay Service (VRS) in Canada. Acted as the lead project manager during the construction and fit-out of the 2 sites. Participated in the operational processes and budget planning for and with the VRS provider. Show less



John Keells BPO Solutions

• Outsourcing and Offshoring Consulting
• 1 - 100 Employee

• Senior Vice President Operations

  • Mar 2015 - Dec 2016

  Key executive responsible for the start-up of JKBPO in Canada. Accountable for the set up of the new call center in Montreal including selection of telephony and network partners through rigorous review and analysis of received proposals (on premise or cloud based). Mandated to recruit and hire key management individuals for human resources, I.T. and operations. Key executive responsible for the start-up of JKBPO in Canada. Accountable for the set up of the new call center in Montreal including selection of telephony and network partners through rigorous review and analysis of received proposals (on premise or cloud based). Mandated to recruit and hire key management individuals for human resources, I.T. and operations.



Stellar

• Australia
• Outsourcing and Offshoring Consulting
• 300 - 400 Employee

• Senior Executive, Stellar Canada

  • May 2012 - Feb 2015

  Key leader for Stellar Canada and Stellar Relay businesses. Accountable for P & L, service delivery, client relations for customers and customer experience in Canada and North America serviced from our offshore location in the Philippines. Leader of Operations and Human Resources entities.

• President & CEO, Stellar Relay LLC

  • Sep 2007 - May 2012

  The prime leader of Stellar Relay, a company who specializes in relaying telephone communications for the deaf and hard of hearing community. Lead the Operations, Customer Experience, Human Resources, Business Development and I.T. structures. Accountable for the set-up, growth and expansion of the company. Measured on P & L results. Using an I.T. platform specifically developed and customized by Stellar Relay for this niche market, our expertise allowed us to facilitate communications for users of traditional relay, I.P. Text Relay and I.P. Captioned Service (CTS). Participated in the due diligence and acquisition of 2 call centers in the U.S. A Board member of Stellar Relay. Show less



Nordia Inc.

• Canada
• Consumer Services
• 700 & Above Employee

• President & CEO

  • Jun 2006 - Dec 2007

  Leader of an outsourcing company of 700 employees across 5 centres in Ontario and Quebec. Accountable for customer care, customer experience and sales of wireless, satellite and internet services of a major telecom provider . A Board member of Nordia. Leader of an outsourcing company of 700 employees across 5 centres in Ontario and Quebec. Accountable for customer care, customer experience and sales of wireless, satellite and internet services of a major telecom provider . A Board member of Nordia.



Nordia Inc.

• Canada
• Consumer Services
• 700 & Above Employee

• Executive Director

  • 2004 - 2006

  Lead the start-up of a 125 seat customer contact center in Montreal for a dedicated service (Relay service) for the deaf and hard of hearing community of California. Accountable for the hiring of all managers and employees. Managed the I.T., H.R., Training and Operational units. Lead the start-up of a 125 seat customer contact center in Montreal for a dedicated service (Relay service) for the deaf and hard of hearing community of California. Accountable for the hiring of all managers and employees. Managed the I.T., H.R., Training and Operational units.



Intair Transit

• Montreal, Toronto, Vancouver

• Vice President of Operations

  • Sep 1998 - Jun 2004

  Key leader in the growth and expansion of Operations and Human Resources at Intair, a company in the travel industry. Accountable for employee engagement, employee retention and core operating processes for offices in Montreal, Ottawa, Vancouver and Toronto. Implemented a coaching approach through all levels of the organization. Key leader in the growth and expansion of Operations and Human Resources at Intair, a company in the travel industry. Accountable for employee engagement, employee retention and core operating processes for offices in Montreal, Ottawa, Vancouver and Toronto. Implemented a coaching approach through all levels of the organization.