Alexandre Boutin Email and Phone Number

Responsible for the MasterCard Care department. The department focuses on Customer Care for personal and business clients as well as operating a team dedicated to servicing MasterCard type queries from the Bank branch network in Canada. Currently managing 18 employees.- Hired 18 agents for the launch of Montreal MasterCard Care team in less than 2 month.- Managed this 24/7 inbound Care team successfully in order to quickly attain and surpass all servicing targets.- Currently manages the Montreal MC Care team while overseeing MC Care teams in Guangzhou, China and Manila, Philippines. - Successfully migrated English business MasterCard calls from Manila to Montreal to enhance the customer experience of this key demographic for the Bank. - Maintain expenses within budget (i.e.. Ran the process with 3 FTE less than planned).- 2011 Co-Chair of the HSBC CSC Brand Council and 2011 Engagement Champion for the CSC. Responsible for driving key initiative to stimulate employee engagement while promoting the HSBC brand within the Centre and in the Community (ex. hosting presentation on several topics, fund raising activities, etc.)

Responsible for driving and implementing projects for multiple channels including Care, Sales & Activation, Merchant Support and Credit Cards. Reporting to the AVP Customer Relations.- Played an integral role in offshoring Consumer Lending Care to Hyderabad, India.- Played a key role in the integration of the performance management style and multiple tools from our US counterparts.- Worked closely with multiple teams in the US to optimize our operations in Canada and in our offshore sites (scheduling, performance reporting, streamlining quality review processes, budget etc.)- Actively participated in multiple IVR optimization projects for the Private Label business.- Helped move an HSBC telephone banking from Burnaby to Montreal. Hired 15 new employees for this 24/7 inbound Care team.- Successfully led the Merchant Support Optimization project in 2010.- Helped put together a business case to transfer simultaneously MasterCard Care operations from Markham to Montreal and Guangzhou, China.- Successfully managed a double migration in 2010, delivering on key dates. Both Care sites launched at the same time and on time, while respecting business requirements.

Responsible for helping create and then managing the Sales & Activation team of 15 agents. Reporting to the AVP Customer Relations. - Built a business case to bring the cross-selling of enhancement services in-house.- Hired 15 new agents to create a new in-house cross-selling team specialized in offering enhancement services products (ex. credit bureau monitoring package, shopping discount program) and insurance products (ex. credit protection).- Quickly surpassed sales goals and maintained record sales results month over month.- Focused on performance management and employee discipline while ensuring high productivity and employee satisfaction.- Put together the budget plan for the team and managed within expense targets.- Recipient of the 2006 Director Award.- Successfully led the Sales & Activation offshoring project to Manila, Philippines in 2007. Travelled to Manila for 2 months in order to launch the new team and ensure training and timelines were met.- Successfully led the Private Label offshoring project to Manila, Philippines in 2008. Travelled again to Manila for 2 months in order to launch the new team and ensure training and timelines were met.

Responsible for the Private Label Care department. Managed a team of 25 inbound Care agents. Reporting to the AVP of Customer Relations.- Integrated and developed a cross-selling culture in an inbound Care environment.- Achieved Service levels and performance results on a monthly basis.- Managed a Care inbound team focused on serving multiple products in multiple languages (private label revolving & closed end credit, consumer lending) across Canada.- Forecasted inbound care volumes and budgeted accordingly.

Reporting to Operations Manager - Customer Care. Coached and managed a team of inbound Care agents.- Ensure regular coaching of agents.- Develop performance reporting.- Audit financial adjustments on accounts.- Assigned acting manager position.

Reported to Operations Manager - Underwriting. Performed underwriting for Private Label revolving and closed end credit.- Underwriting of new personal revolving credit applications for Private Label merchants. - Underwriting of new personal closed end credit loan applications for Private label merchants.- Performed credit limit revisions at the request of merchants and/or customers on Private Label credit cards.- Performed training of new underwriting hires.

- Acted as the liaison for TD bank branch staff and the TD Visa centre.- Handled inbound calls from branch staff inquiring about Visa related questions regarding statements, fraud, lost & stolen, credit limit reviews, etc.

Performed underwriting for TD Visa credit cards.

Performed underwriting for Sears Canada store credit cards.