As Process Manager, I drive data-driven process optimization in FlightHub’s Customer Service Department, supporting 2,000+ daily customers across 400 airline partners and 10+ content providers. Reporting to the VP of Customer Service and working alongside four department heads, I manage a team of six process coordinators to enhance efficiency and service quality for 200+ agents.Key Responsibilities- Developed streamlined, data-backed post-booking processes across seven main service areas, enhancing accuracy and reducing resolution time.- Led cross-functional projects to onboard new content suppliers, coordinating process mapping and training for smooth integration.- Acted as a liaison with customer service, training, and quality teams, standardizing and improving service delivery through data insights.- Conducted regular performance analysis to identify inefficiencies, applying data-driven changes to elevate customer and agent experiences.Projects- Project VOID: Reduced financial losses by optimizing void transaction processes through data analysis.- Customer Resolution Excellence (CRE): Implemented a case-handling model that cut handoffs and increased resolution rates.- Agent Feedback Loop: Established a reporting system for agents to identify issues, improving service quality.- Complaint Zero Taskforce: Helped decrease BBB and DOT complaints by 75% in six months through targeted improvements.- Chat Feature Deployment: Developed workflows enabling agents to manage multiple chats effectively.- Chatbot Development: Created flows for nine chatbot types, automating 40% of inquiries and using prompt engineering to refine responses for cancellations and fare rules.Across projects, I consistently applied data to optimize workflows, achieving measurable gains in service accuracy, customer satisfaction, and agent efficiency.

Promoted to the role of Director of Sales, Client Experience and Administration, I planned and oversaw all customer service & sales operations for the fitness center at the YMCA du Parc location.Servicing 5500+ members, I led a team of sales & client services staff, while also being responsible for processes, marketing, sales goals, member retention and internal procedures. The scope of this role is to:• Manage budget, forecasting and sales results• Lead & train a team of sales & client services staff • Evaluate and improve performance• Responded to escalated issues • Liaise with partners and external organizations• Improved processes and online services of the center, Acting as a liaison between management and operations, I also participated in strategic decision making and planning. This allowed our team to deliver outstanding performance in two major categories, with direct effect on the bottom line. When the Covid-19 pandemic hit, our industry was hit hard and our organization was forced to respond quickly. We adapted to Covid challenges, new measures and temporary closures. Through this, I was further responsible for staff layoffs, re-openings, client relations, virtual leadership and new procedure training.

Having become a subject matter expert in the YMCA systems, procedures and customer service best practices, my role evolved into a contact center representative. As a brand ambassador, I provided system support and training to all YMCA centers in the Montreal association, ensuring uninterrupted sales and service operations. To do so, the scope of my role was to• Guide users and resolve issues • Support the launch of the new software through training and procedure implementation • Answer inquiry calls and emails from the public• Collaborate in testing the new CRM software product and functionality

When the YMCA initiated a major software update, I took on a temporary mandate as a DFM software trainer. In doing so, I supported the regional software launch across 9 centers, replicating the national rollout program while adapting the solution to the Quebec market and consumer protection legislation.Ultimately, the goal was to proactively increase user efficiency and positive client experience. To do so, I learned the new system and collaborated with our team of trainers to:• Write new training manuals for processes and modules (later shared as best practices across Canada)• Identify system bugs, strengths & challenges • Communicate issues to KPMG through project sponsors and managers• Lead training for cohorts of 40-50 customer service staff• Mitigate transition issues and facilitate change management during launches

Promoted to front desk supervisor, I gained larger visibility and mastered expert knowledge of all YMCA programs. As a supervisor, I led a small team while overseeing compliance to company policies, ultimately ensuring continuity of positive client experiences across the centers. The core of my role was to:• Supervise and guide staff guidance, helping them answer all client questions.• Address client issues and escalations, for effective resolution. • Support the Director of Sales in her absence• Liaise with IT department to resolve software & hardware issues.

My career journey at the YMCA began as a Sales & Service Specialist, where I provided well-rounded guided tour of facilities, programs & prices. As a front-line worker, I represented the YMCA mission to potential members, aiming to build stronger communities by offering an inclusive space conducive to a healthy engaged life.Working directly with the public, I:• Identified client needs and sold membership aligned to these • Input data into the CRM and followed up with potential clients• Provided support to new members This allowed me the opportunity to gain in-depth understanding on the software systems, corporate procedures and client experience.

After completing my Bachelor in Psychology and Nutrition at McGill University, I took on a short mandate as a research Assistant. The title of the research project was: The Experience of people with diabetes and the ketogenic dietTo help advance its mission, my role was to:• Meet with participants to gather relevant information• Record, transcribe and analyse data collected • Collaborate with multidisciplinary teams• Support the publication process

Early in my career, I joined WW as a Motivational Speaker and Consultant. through the establishment of a supportive community and collaborative environment, I helped members achieve their goals on topics related to weight loss and well-beingThrough this role, my key areas of responsibility were to:• Facilitate highly interactive meetings with groups • Inspire members towards healthier lifestyle choices • Address sensitive weekly topics while celebrating minor/major successes