Experience

RénoAssistance

• Canada
• Consumer Services
• 1 - 100 Employee

• Sales Team Lead

  • Feb 2023 - Present



Les 3 Medeiros

• Restaurants

• Business Owner

  • Oct 2020 - Present

  - Owned and operated a family restaurant - Opened a 2nd branch within the first year of business - Managed various tasks such as : restaurant revenue ; management ; utilizing operational data ; service cycles and pricing ; legal aspects and insurance ; sales and marketing strategies ; menu planning and development ; talent management and recruitment - Interacted with various food distributors - Managed a $400,000 annual operating budget - Ran a successful restaurant during the pandemic which is still currently running Show less



Anjou Luminaires

• Canada
• Retail
• 1 - 100 Employee

• Business Owner

  • Apr 2019 - Jan 2023

  - Skillfully interacted with external vendors and distributors across North America - Strategically developed effective marketing plans to increase sales and profits while managing costs - Led and directed team members on effective methods, operations and procedures - Within a year of existence, we opened another 2 retail stores and a transactional website - Managed a + $1M annual operating budget - Ran a successful retail business for almost 4 years and during the pandemic - Skillfully interacted with external vendors and distributors across North America - Strategically developed effective marketing plans to increase sales and profits while managing costs - Led and directed team members on effective methods, operations and procedures - Within a year of existence, we opened another 2 retail stores and a transactional website - Managed a + $1M annual operating budget - Ran a successful retail business for almost 4 years and during the pandemic



Laurentian Bank

• Canada
• Banking
• 700 & Above Employee

• Senior Branch Manager

  • Sep 2018 - Jul 2020

  - Designed a new branch model in Quebec (100 cashless and 100% transaction-less) and first manager to be part of this banking transformation and low turnover rate in the team - Directed the work of a team of branch managers and financial advisors according to general practices, policies and objectives - Supported and mobilized a sales team according to the orientations and the priorities established by its management - Developed and deployed sales plans to increase profitability - Created reports, metrics, and budget plans for the organization- Developed, coached and motivated directors and financial advisors to improve and measure performance and foster a customer focused culture- Hired, trained and developed financial advisors- Achieved and consistently exceeded performance quota through product and service promotion- Learned and maintained in-depth understanding of product information, providing knowledgeable responses to diverse questions Show less

• Senior Manager

  • Oct 2016 - Apr 2019

• Virtual Banking Manager

  • Aug 2014 - Oct 2016



Utopia Image Inc.

• Canada
• Holding Companies
• 1 - 100 Employee

• Director of Operations

  • Jan 2012 - Jun 2014

  - Managed and supervised a team of 10 managers & + 200 call center agents - Supervised of daily, weekly and monthly activity metrics including average handle time, after call work and adherence - Lead the process for development, execution and evaluation of call flow plans - Significant increase in productivity, efficiency and profitability - Facilitated individual coaching : 1on1 sessions with agents to realign performance and productivity goals - Facilitated interviews of potential new candidates - Managed full-cycle of team’s schedule in collaboration with the workforce management team Show less



Canoe

• Online Audio and Video Media
• 1 - 100 Employee

• Account Relationship Manager

  • Feb 2011 - Jan 2012

  - Successfully transitioned an outsourced company - Established sales goals and strategies that contributed to increased growth in sales and profitability - Built customer confidence by actively listening to needs and concerns and providing appropriate solutions - Consistent success with maintaining quarterly sales budget - Developed continual process improvements - Facilitated quarterly and semi-annual performance review - Resolved customer complaints and concerns by investigating problems; developed solutions and managed through to resolution - Provided reporting metrics and tracking data as required to fulfill SLA’s; and to identify and define KPIs Show less



ATELKA

• Canada
• Outsourcing and Offshoring Consulting
• 200 - 300 Employee

• Call Center Manager

  • Oct 2006 - Mar 2011

  - Awarded MANAGER OF THE YEAR in 2007 - Coached and developed a team of + 250 call center agents - Assessed operations and adjusted scheduling to maximize productivity - Monitored daily statistics, metrics and scores - Supervised and led agents to maintain productivity and customer service levels - Developed training programs and onboarding new hires - Assisted sales team with paperwork flow and quality grid - Awarded MANAGER OF THE YEAR in 2007 - Coached and developed a team of + 250 call center agents - Assessed operations and adjusted scheduling to maximize productivity - Monitored daily statistics, metrics and scores - Supervised and led agents to maintain productivity and customer service levels - Developed training programs and onboarding new hires - Assisted sales team with paperwork flow and quality grid



Synergie - Contact

• Telecommunications
• 1 - 100 Employee

• Call Center Supervisor

  • Feb 2004 - Oct 2006

  - Promoted as Supervisor after only 4 months in service in recognition of strong work ethic and provided exceptional customer service - Supported quality improvement by providing comprehensive coaching, desk side monitoring, quality measures, service observation and process and workflow analysis - Managed real time activity to ensure service levels are met or exceeded with maximum efficiency - Advised on hiring, development and management of in-house recruitment team - Promoted as Supervisor after only 4 months in service in recognition of strong work ethic and provided exceptional customer service - Supported quality improvement by providing comprehensive coaching, desk side monitoring, quality measures, service observation and process and workflow analysis - Managed real time activity to ensure service levels are met or exceeded with maximum efficiency - Advised on hiring, development and management of in-house recruitment team