Mathieu Brillon Email & Phone Number

Longueuil, Qc, Ca

Boucherville, Québec, Canada

Boucherville

Directly responsible for 15 agent in a 34 member teamMesure agent performance by reporting on KPI'sCoach agents on a monthly bases to maximise performanceReport monthly team performance with Phone volume, e-mail volume, abandon rate, FCR and othersTrain new members for usage of tools and processesPlan schedules for daily coverage, holidays and vacationsQA analysis of are agents and external suppliersCreate, update and remove documentation and store details in Sharepoint, LanSweeper, ServiceNow

Montreal, Canada Area

Help create tool for tracking agent incidentsTrack aging incidents among 5 different ticketing tools (ITSM, ITSP, Tivoli, Maximo)Analyse data to find incidents trends and submit recommendations to reduce volume

Montreal, Canada Area

Client Supported: City of Quebec, Cirque du Soleil, Saputo, CSST, CSPQ (Multi client environnement)Ensure member follow up for schedule, pays and other HR related activities for 30+ membersHandle client relation both on client visits and weekly conference touchpointsBalance employee billing to clients and approval of expenses for trainingProcess weekly, monthly and yearly reports on performance to ensure client billingSetup meeting with other team leaders to ensure calibration in all teamsOn high volume days walk to floor to ensure agents limit talk time and call wrap time

Montreal, Canada Area

Government of Canada Handle schedule changes for team members to ensure correct coverage Process Escalations for client issues Participate in client relation meeting on a weekly and monthly basis Coach agents to improve their performance Produce report to track service level Assign or take charge of client projects Train new employees during a 3 weeks training for our clients(DOJ, CIDA, INFC) Answer technical calls for government employees using the Remedy 6.5 to log call Answer co-workers calls and questionsCaisse Desjardins Hardware for the installation expert (computer, printer, ATM) Coordinate on the day of installation with the different teams involved. Worked in bots OS/2 and Windows XP environment. Assure distribution of the interventions status in a Notes database. Plan the distribution of workload in the team, using Crystal Report (SQL). Created a database of follow-up in Access. To generate various reports/ratios for the Desjardins customer Trained the suppliers with our procedure of installation.

Montreal, Canada Area

Technical support with endline user of Office (Word, FrontPage, Power Point).Support by telephone and email using Clarify software.Support the level 1 agents.Trainer for the Office products for new employees.

 Technical support for Ubisoft players Technical support for Guillemot/Hercules/Thrustmaster products Help R&D department to test new Guillemot/Hercules/Thrustmaster products.RMA agent for end users of North America. Also designed database for RMA.