Pascal Ogonowski Email & Phone Number

Val-D'Or, Qc, Ca

Val-D'Or, Quebec, Canada

Val-D'Or

• Support, simplify and improve the frontline experience for all level of services (Residential, Business, and Collection)• Answer quickly to all customer services questions to improve the customer response according to business areas.• Identify to Senior Business Analyst all possible improvements or recommendations with respect of processes.• Provide support to Senior Business Analyst regarding problems / questions from all customer services.• Support the… Show more • Support, simplify and improve the frontline experience for all level of services (Residential, Business, and Collection)• Answer quickly to all customer services questions to improve the customer response according to business areas.• Identify to Senior Business Analyst all possible improvements or recommendations with respect of processes.• Provide support to Senior Business Analyst regarding problems / questions from all customer services.• Support the applications used by the all customer services (questions, problems) and do needed CGI follow when required.• Keep a good working relationship with other departments.• According to the emergency of the moment, make sure to prioritize and / or organize applications to enhance the experience the all customer services.• Assist in the creation, maintenance and improvement of the service applications use by all customer services.• If requested by the Senior Business Analyst, write the specifications of testing for either a maintenance request or introduction of new products / services and make the tests.• Keep and improve the documentation of all customer services process. Show less

Val-D'Or

• 1 year interim• Working in close partnership with Human Resources in different circles of activities:- New Employee Hiring Process (job posting, CV analysis, interview, references, etc.).- Leaves (sick, maternity, paternity, short / long term, medical follow-up).- Termination of employment (retirement, layoff, voluntary departure, resignation).- Status changes (Permanent / temporary, full time / part time)- Transfer (move between department… Show more • 1 year interim• Working in close partnership with Human Resources in different circles of activities:- New Employee Hiring Process (job posting, CV analysis, interview, references, etc.).- Leaves (sick, maternity, paternity, short / long term, medical follow-up).- Termination of employment (retirement, layoff, voluntary departure, resignation).- Status changes (Permanent / temporary, full time / part time)- Transfer (move between department, progression).- Maintenance of the organizational structure of the employees shared folders between different departments on a SharePoint.• Implementation of many projects from Marketing Group:- Analysis of the needs and the impacts on the daily work load.- Analysis of the training needs (train the trainer and employees).- Analysis tools and job aids needs.- Taking care on the implantation process.• Work on a daily basis with the WFM department to respect our business needs in the preparation of the weekly schedules and vacation schedules while respecting the seniority structure.• Responds employee concerns related to multiple questions: union, benefits, vacation, pay,etc.• Compliance with the collective agreement in nearly each of my decisions• Setting up sales incentive with an annual budget to achieving the weekly and monthly goals.• Coaching of the 27 employees under my responsibility (sales, call structures, etc.)• Be a role model. Show less

Val-D'Or

• Main contact with CGI, the creators of our intranet web site and principal maintenance provider. Formulate any requests for changes to the web designers respecting the allocated annual budgets.• Trouble shoots the different software used by representative in dealer store every time CGI process an update. • Leader of the implementation of the web based training tool (eLearning) for agencies, a two year project. Also update continuously this new online tool on his first year… Show more • Main contact with CGI, the creators of our intranet web site and principal maintenance provider. Formulate any requests for changes to the web designers respecting the allocated annual budgets.• Trouble shoots the different software used by representative in dealer store every time CGI process an update. • Leader of the implementation of the web based training tool (eLearning) for agencies, a two year project. Also update continuously this new online tool on his first year (fine tuning). • On a daily basis, supports and assists the 57 Télébec and Northern Tel agencies on the different mobility, residential, internet and television software and proposes possible improvements to Bell business analysts and product manager if required.• Provide first level support and helps business analysts groups by providing information and suggestions related to the improvement of systems and processes used by the dealer store. Show less

Bachelor’S Degree, Business Administration And Management, General

not completed

Associate’S Degree, Environmental Science, Certificate

Forest Management, Forestry, Technique