Pascal Bernier Email & Phone Number

Hove, Gb

Brighton, United Kingdom

Looking after five markets, I complete various reports and prepare quaterly Corrective Action Analysis Template for Compliance, compiling stats, writing performance commentary of each business area compared to previous period for three markets.I organise and lead calibration sessions and monthly quality checks with the analysts, identifying learning gaps.I prepare Business Self Testing (BST) certification for new analysts and new testing.I extract data-source for test samples from many systems for weekly inventories worked by the analysts.I provide input and insight to key drivers of errors and analyse a wide variety of situations, critical issues and develop innovative solutions.I track and remediate disputes between our department and business areas, and drive alignments.I support BST Program Management Team maintaining a comprehensive BST testing program by rigorously keeping documentation up to date and relevant.I conduct some testing and validation on various applications and new systems.

Brighton, United Kingdom

I conducted tests (monitoring recorded calls,transactions and emails) to ensure Customer Care Professionals and Amex are in compliance with markets regulations.I built strong relationships with the business line leaders by providing input to improve business processes and insight to results and key drivers of errors.I captured test results into various systems for reporting and review by W.S, and Bank Compliance.I participated in test calibrations to ensure understanding with other analysts and business areas.train new colleagues and streamline internal process.I supported HOC to BST migration (change of testing program) through every stage.

Brighton, United Kingdom

• I evaluated customer service calls/cases against predefined performance criteria and Compliance guidelines, and analysed monitoring data to identify trends and performance improvement opportunities.• I facilitated strong relationships and effective communication with my internal clients to help them drive top quality results in their teams. I organised and lead regular meetings with them as quality consultant. • I managed projects introducing, setting up, implementing, testing and launching our quality monitoring program to new areas of the business to enhance customer service.• I created a number of courses that have delivered some exceptional results in several departments - some of these areas not even monitored by me - and I was able to influence scores improvement in soft skills and Compliance. • I completed a four-month secondment as an Instructional Designer in European Training department.• I completed a 12-month secondment as Quality Team Leader and developed a team of 8 analysts, providing on-going coaching, best practice support and training.• I trained and coached New Quality Analysts to achieve required standards and expected speed to competency in UK and Spain.

Brighton, United Kingdom

I was investigating disputed card transactions by letters and telephone with merchants worldwide. After a few months I began coaching new starters on Procedures and Policies. I passed the Instructor certification programme and became a Line Instructor in February 2004. From then on I created my own training materials, organised and delivered Disputes Policies and market specifics training to all new hires, business partners and client managers.

Waterloo Station - London Based

I delivered high standards of customer care to train passengers in Premium Class service and covered various other roles (bar-buffet sales, stock taking, till reconciliation in six currencies), and coached new crew members.

London, United Kingdom

I managed of a 90-cover members’ dining room and nine conference suites: Taking bookings, costing and invoicing, scheduling rosters, hiring and training staff on hygiene and Health & Safety, controlling stock, organizing special promotions and theme days. I also lead prestige private dinner parties for the president, the treasurer, Journals’ directors and medical council members.

Level 2, Certificate In Understandibg Nutrition And Health

Prince2 Foundation & Practitioner

Hnd In Hotel And Catering Management (With Distinction) Brevet De Technicien Supérieur (B.T.S.), Marketing, Purchasing, Quality Control, Book Keeping, Law, French, English, German, Computing,

Nine “A” Levels (With Distinction), French Literature, French, German, English, Spanish, Philosophy, History, Geography, Mathematics.