Alors que nos excellents docteurs en médecine vétérinaire dans la région métropolitaine de Montréal et à la ville de Québec fournissent des soins exceptionnels pour vos animaux de compagnie bien-aimés, notre équipe dévouée du service à la clientèle et moi-même sommes ici pour répondre à toutes vos questions et préoccupations, en veillant à dépasser vos attentes à chaque étape. While our excellent Doctors in veterinary medicine in the Montreal Metropolitan area and Quebec City provide exceptional care for your beloved companion animals, our dedicated customer service team and I are here to address all your questions and concerns, ensuring we exceed your expectations at every step."

· Outsourcing strategy execution for our inbound contacts (including digital)· Outsourcing performance management (quality, sales, conformity, etc.) providing pivotal support to meet business objectives· Creating and managing a durable win-win outsourcing business model· Outsourcing contract negotiation · Outsourcing budget management· Outsourcing best practice implementation

• Optimize workforce management to ensure the processing of all customer contacts.• Maximize the strategic flexibility: planning and forecasting.• Increase tactical flexibility.• Recommend staffing needs.• Ensure continuity of operations in case of emergency.• Ensure service level negotiated with partners.• Optimize the processing of customer contacts in our two call centers.• Maximize the use of IT tools.• Review and maximize process up centers and routes contacts.• Communicate opportunities to improve the productivity of agents.• Responsible for the management of the team (2 analysts and 1 real time management technician).

• Supervise and coach the customer service representatives on different techniques and work tools• Train and develop the agents• Manage agents performance• Evaluate and control quality in the team• Occasionally take care of customers complaints and satisfy their needs • Create and promote a favorable work environment• Produce short term and long term forecasts for call volume based on historical, seasonal factors • Plan hire dates and class sizes based on attrition and call volume forecasts• Plan the schedules for the call center in Montreal• Continuous training planning for our customer service agents• Participate in new hire training regarding workforce’s policies and procedures • IVR system management• Responsible of data collection, analysis and reporting to higher management • Actively participate in the submission of the call center’s budget• Closely monitor and control the call center budget expenses regarding schedules (OT, early leaves, vacation etc.) in collaboration with other departments

•Provide leadership, direction and training to staff who will use the call center application, in order to effectively meet service objectives and produce accurate and timely reports•Effectively develop long to short term forecasts of anticipated workload for all queues such as Customer Service, Independent Business Owners, Technical Support and Dispatch•Develop resource models for effective planning of hiring and training timelines, with the aim to optimize service delivery performance; provide critical input in regards to the annual planning process, while providing recommendations for viable and innovative staffing plans•Partner with the Management team of the Call Center to ensure that service goals are achieved across all call center operations; facilitate the review and analysis of factors impacting service delivery performance•Develop and deploy effective staffing administrative activity to optimize the use of available resources (e.g. vacation schedules)•Be a Subject Matter Expert on the application’s functionality and ensure it is successfully deployed to meet requirements•Direct the development and deployment of appropriate reporting in order to share critical operating data in a timely and effective manner; develop and communicate explanation for variance of workload and/or resource availability•Perform ongoing research to benchmark service delivery goals and initiate recommendations for any changes or improvements•Establish and maintain interfaces across departments to evaluate and assess their impact on call center workload•Develop and communicate clear process documentation to support all and any resourcing and forecasting methodology•Establish and maintain strong working relationship with key operating vendor(s) to ensure that applications are upgraded and perform optimally•Continuously review data to provide insight and to develop strategies to optimize performance

I supervised customer relation teams consisting of 20 to 30 people in account management, Tier I and Customer retention.• Supervise and coach the customer service representatives on different techniques and work tools for the account management, technical assistance and more recently the retention team. • Train and develop the agents• Manage agents performance• Evaluate and control quality in the team• Occasionally take care of customers complaints and satisfy their needs • Create and promote a favorable work environment• Be a resource person concerning the call centre structure and security• Take primeships concerning the practices and activities in the call centre

Manage day to day requests from our National accounts like Black & Decker and Bombardier.Problem resolution.