July Innou Email & Phone Number

Montreal, Quebec, Canada

Région De Montréal, Canada

Région De Montréal, Canada

• Simultaneously manage all steps of several market research projects, ranging from low to high levels of complexities, for pharmaceutical clients• Guide all the project teams involved to ensure the good advancement of projects. • Successfully delivered several projects within tight timelines on time and to the satisfaction of clients.• Keep up to date and informed of news and advancements in the pharmaceutical industry.

Montreal, Canada Area

Montreal, Canada Area

• Manage over 15 Fortune 500 accounts with respect to Research Design, Analysis, and Reporting.• Design surveys based on research and business objectives.• Create reports to present key research findings supported by actionable recommendations to improve satisfaction with the website/Mobile/Tablet experience and align with clients' business objectives.• Regularly present study's main findings to clients.• Keep up to date with UX best practices/principles in customer experience and in web innovations.• Main industries of focus: financial, real estate, telecom, search & directories, hospitality, e-commerce, entertainment, cosmetics, and business services.

Région De Montréal, Canada

- Lead all the activities and processes related to an ongoing high visibility Pan Canadian Satisfaction Study (for the Consumer and Commercial markets).- Support and guide the branch network in the interpretation of the study's results and in the elaboration of their action plans/initiatives.- Support and advise business partners responsible for the Client Experience with diversified analytical tools.- Develop summary research reports for various lines of business.

Région De Montréal, Canada

Conducted large scale Market Research studies, mainly in the insurance industryCollaborated in the elaboration of various Requests for Proposal by:-Performing thorough secondary research to complement existing knowledge of the business environment -Performing primary research (one to one interviews with industry professionals)-Ensuring that all the RFP requirements have been respectedMain industries of expertise: Insurance, Agri-Food, Energy, and Refrigeration

-Gathered and communicated key requirements for several important client loyalty programs that helped increase revenues.•Managed business analysis and reporting for ad hoc requests and high-visibility projects, including loyalty and revenue generating programs.•Designed analysis to evaluate business cases and measure campaign success.

Analyzed customer insight related to the use of the Interactive Voice Recognition system (IVR) to proactively advise business partners responsible for preventing and addressing customer issues.• Initiated and implemented strategies to reduce customer complaints including call listening activities, information sessions, investigation of calls that scored low in customer satisfaction surveys, and the implementation of a quality assurance system to detect system issues.• Performed analysis and market research on the trends, forecasts, and best practices with IVR systems in order to proactively adjust to the changing market and increase the use of self service.• Coordinated various aspects of a Post Contact Customer Survey (PCCS) meant to proactively address customer affecting issues. Activities included the creation of the questionnaire, and the recording and testing of the automated survey.• Held focus groups with call centre agents and operators in order to gain deeper insight on the types of irritants customers had with the IVR, and in return, educated them on features of the system they can promote to avoid them.*Occupying a newly created position, quickly added value by establishing tools and processes to investigate and communicate customers’ calling experience. More than 10 behavioral and design issues were detected and addressed as a result.

Bachelor'S Degree, Marketing, M.I.S.

Activities and Societies: - Volunteer journalist for the Reporter (Université de Montréal newspaper) (Sept. 2011 to Sept. 2012) - Active.

Certificat En Rédaction (2011 - Present), Art Commercial Et Publicitaire, En Cours

Activities and Societies: - Volunteer journalist for the Reporter (Université de Montréal newspaper) (Sept. 2011 to Sept. 2012) 4 articles.