• Coordinated and managed 2 customer service projects with teamsof up to 470 employees, successfully navigating the initial phase of rampup and also the ramp down • Acted as a key point of contact for clients, building and maintaining strongrelationships, and acting as a single point of contact and escalation for clientissues and concerns• Represented overall service-related information in business reviews andassisted with the development and expansion of the scope of contractualclient relationships• Ensured accurate invoicing processes and values and demonstrated astrong focus on improving quality, performance, and efficiency throughoutall projects• Assumed financial responsibility for the LOB, effectively managing budgetsand objectives while evaluating costs and impacts to the project

• Successfully managed project implementation, consistently achieving andexceeding operational and quality KPI targets• Demonstrated proficiency in budget management, cost evaluation andimpact analysis to drive project success• Proven success in developing a work environment focused on continuousimprovement and driving efficiencies through performance indicatorevaluations.

• Constantly aligned operational KPI's with quality targets to drive overallperformance and success• Proven experience in planning and implementing changes to improveprocesses and quality assurance programs• Adept at analyzing data to inform decision-making and drive processimprovements• Skilled in managing day-to-day activities, resources, and teams• Strong leadership and mentorship abilities, providing guidance and supportto team members to achieve shared goals

• Led and managed a team of up to 25 customer service representatives,setting clear performance targets and monitoring progress against keymetrics• Regularly evaluated team performance and KPIs, implementing correctiveactions as necessary to ensure compliance with company regulations• Provided ongoing leadership and support to team members, fostering apositive and productive work environment• Acted as a point of contact between the team and management, effectivelycommunicating updates and changes in company policies and procedures.

• Demonstrated proficiency in providing customer support via phone andemail in both English and French• Proven ability to effectively communicate with customers in multiplelanguages and effectively resolve issues• Experience in handling customer inquiries, complaints, and feedback in aprofessional and efficient manner.

• Building and maintaining strong relationships with suppliers to ensuretimely delivery of goods• Negotiating contracts and purchase agreements with suppliers to ensurecost-effectiveness• Communicating regularly with suppliers to resolve any issues or concernsand maintain positive relationships