Stéphane Imbert Email & Phone Number

Toronto, Ontario, Canada

Responsible for developing and implementing strategies to improve customer satisfaction. Ensures that customer interactions are aligned with the Company's obligations in terms of accessibility and protection of personal information, and recommends any necessary adjustments. Protects the image of the VIA brand and advises the Company's various stakeholders in this regard.- Manages a team of professionals: sets objectives, deadlines and priorities, provides coaching and performance appraisals, develops skills.- Develops and monitors significant performance indicators, proposes continuous improvement strategies and personally follows up on sensitive issues on behalf of VIA, its executives and CEO.- Actively contributes to cross-sector working groups by assessing the impact of initiatives on customer satisfaction and the risks to VIA's reputation, and operationalizes the resulting initiatives (e.g., internal and customer communications strategy).- Represents VIA on various external bodies and influential groups, and operationalizes the decisions made there.- Develops customer service policies and procedures. Develops and analyzes relevant reports in order to better quantify and prioritize issues and better advise business units.

Toronto

Plan, hire, manage, supervise, coach and develop unionized on-train and off-train personnel in performing a broad range of customer activities related to all customer touch points as well as on-train sales and service delivery. (200+employees) Manage a unionized cross-function team unionized to improve service levels, engagement levels and on time departure at the Toronto Union Station Chair JHS Committee & Manage health and safety issues by ensuring all Transport Canada and VIA Rail regulator controls are met Manage service disruptions by applying all established service recoveries as per crisis management plan BCRPQuarterly manage Front Line Leader program (FLL) through performance reviews and development planManage all customer experience escalations through prompt follow-up Manage all issues related to Union Station revitalization program- key contact at GO Transist/TTR weekly meetings

Toronto, Canada Area

Managing a team of 85 on-board Senior Service Agents and Service Managers (On-Train Services). Duty Officer (MOD) monthly handling daily operations and emergencies for the South Western Ontario and Corridor Regions (Each D.O. turn lasts 7 days). Strong emphasis on On-Time Performance (OTP). Champion region-wide for VIA's new Business Class Service (On-board and in Stations).Monitor consistent and exceptional level by ensuring that all staff are properly trained and familiar with policies and procedures. Alternate Chair (Management side) for VIA's Joint Health and Safety Committee since 2013.Handling customer complaint escalations.Managing, coaching and mentoring successfully in a union related environment.Involved with interviewing and hiring for colleague and management level positions.Developed initiatives such as facilitating inter-departmental cross training opportunities in order to enhance Employee Engagement for the On-Train Services division.Publishing our monthly newsletter which serves as a great multi-faceted tool for communication and employee engagement.Successfully running VIA's On-board Sales Incentive Reward Program which aims at increasing on-board sales and employee engagement for the Corridor and South Western Ontario regions.Regularly trained on First Aid / AED and all aspects of emergency scenarios while on train and at Toronto’s Union Station.Managing Toronto’s Union Station as Station manager on week-ends and responding to all emergencies and escalated complaints / concerns.Attended the Incident Management System (IMS – 200) at the Office Of Emergency Management for a two days course held for ViaRail, TTC and Go Transit. The goal was to simulate and mitigate every known scenarios of emergency under the supervision and guidance of Emergency Management Ontario professionals (EMO). November 12th and 13th, 2014.

Division Head position. Managed the Housekeeping Department with a total of two Assistant Executive Housekeepers, 14 Housekeeping Managers, 165 Room Attendants and 55 House Persons. Managed, coached and mentored successfully in a union related environment. Monitored consistent and exceptional level by ensuring that all staff are properly trained and familiar with policies and procedures. Successfully achieved an all time high with our Gallup Employee Engagement Survey scores in 2009, even while budgets and staffing levels were being cut back because of the financial crisis. In the optic of focusing on our strengths, I helped creating an “out of the box” plan of actions to address areas of improvement. Worked very closely with other departments (Executive Office, Controller, Front Office, Catering, Guest Services, maintenance and Sales) to ensure all daily operations were running smoothly. Involved in purchasing and up-keeping par stocks.Worked closely with the hotel’s Owners to plan and budget for renovations during the course of the next three to five years.Prepared and planned for union negotiations.

Department Head position. Acted as Front Office Manager as the position was not created at this property.Managed the Front Desk Department with a total of 4 Reception Managers, 3 Front Office Supervisors, 35 Front Desk Receptionists, and 1 Tour Coordinator.Planned for and managed an inventory of 1365 rooms.Monitored consistent and exceptional service levels by ensuring that all staff was properly trained and familiar with policies and procedures.Ensured colleague satisfaction by monitoring Employee Engagement Survey scores and addressing areas of concern.Worked very closely with other departments (Housekeeping, Catering, Guest Services, maintenance and Sales) to ensure all daily operations were running smoothly.Forecasted and maintained the budgets allocated for my department.Active member of the Emergency Response Team: Monitored, handled the Fire Panel and communicated with Fire Marshall and local authorities during emergencies.

Department Head position.Managed the Concierge department, and the Club InterContinental Department.Both departments were unionized and successfully handled both teams during union negociations.Planned for and managed an inventory of 90 Club Intercontinental rooms.Monitored consistent and exceptional level of “Butler-like” service at the Club InterContinental Desk by ensuring that all staff was properly trained and familiar with policies and procedures.Managed the Loyalty and V.I.P. programs, for which I created several Standard Operating Procedures and re-launched them in the hotel. Ensured colleague satisfaction by monitoring Employee Opinion Survey scores and addressing areas of concern.Worked very closely with other departments (Housekeeping, Catering, Guest Services, maintenance and Sales) to ensure all daily operations were running smoothly.Scheduling and payroll.Involved with interviewing and hiring for colleague level positions.Forecasted and maintained the budgets allocated for both my departments.Assisted, escorted, and followed-up with all our V.I.P. guests.Evaluated, coached and disciplined employees to ensure the maintenance of high quality standards

Managed a large team of over 25 Receptionist AgentsMonitored consistent and exceptional levels of service at the Front Desk by ensuring that all staff were properly trained and familiar with policies and procedures.Hotel Champion for Fairmont’s loyalty program – Fairmont President’s Club. Acted as Fairmont President’s Club Manager over a period of 1 month to cover vacation.Coordinated convention arrivals and stays.Always thought and acted in the best interest of our stakeholders.Scheduling and payroll.Involved with interviewing and hiring for colleague level positions.Assisted, escorted, and followed-up with our V.I.P. guests.Evaluated, coached and disciplined employees to ensure the maintenance of high quality standards.

Toronto, Canada Area

Thoroughly trained to handle high call volumes.Handled questions and escalated issues regarding RRSPs, RESPs and Mutual Funds.Created relationships with both clients and Sales Representatives.Handled the enquiries for the Anglophone, Francophone and Hispanophone lines.

Guest Relations Manager for the international clientele and shipboard translator. Duties included translating, editing, and publishing the daily program in 5 languages and all other documentation as required by the Captain and the Hotel Manager. In charge of hosting various group functions and special events in five languages. In charge of loyalty program.Sold “future cruises” to on-board passengers. Represented the Total Guest Satisfaction Program for our international guests.Monthly duties as Evening Duty Manager for the ship.Certified Lifeboat Commander.Active member of the Emergency Response Team.Involved in weekly Customs/Immigration processes on-board the vessel.

Coached and supervised a team of 6 receptionists. Customer service and general front desk activities including back office reports. Other duties included scheduling, reporting, and performing Yield Management decisions for the reservations department when on duty.

Coached and supervised a team of 8 room attendants, scheduled, trained new employees, administered and controlled 553 rooms.

Customer service and general front desk duties including back office and Night Audit.

Customer service and general front desk duties.

Education record

Baccalauréat, Languages, Philosophy, History And Literature

Activities and Societies: School's Soccer team. School's Handball team's captain.