Pascal S. Email & Phone Number

Remote

Montreal, Quebec, Canada

Yellowknife, Northwest Territories

Responsible for ensuring that Customers commitments are met, through the installation and maintenance of Access and Network facilities. Build and support a high performing Team of results oriented employees delivering the best experience to Customers. Plan staffing and align the Team with Northwestel’s strategy Ensure the reliability and maintenance of network equipment . Cultivate a performance management culture through formal process using various methods, performance processes, observation meetings etc..

Montreal, Quebec, Canada

Montreal, Canada Area

Accountable for managing a Team of 40 to 60 Agents as well as developing new operating methods and strategies Workforce management, productivity and quality evaluations and measurements  Development of individual as well as group development plans Implementation of operational recommendations focusing on improving efficiency and productivity of the group Analysis of results to determine trends and opportunities for improvement Communication of findings and recommendations

Yellowknife, Northwest Territories

Management administration and development of a Team of 35 Technicians ensuring maintenance and proper operation of the external network. Development of plans and implementation of disciplinary measures Managing performance to achieve superior results Training and support of Technicians in their field development  Mentor employees, support and develop their skills, product and system knowledge

Montreal, Canada Area

Responsible for the strategy of external services, financial objectives, purchases and sales of services. Management and development of National staff planning, branches and instructors. Planning and management of preventive maintenance and product regulation. Inventory management, pricing and cost assessment. Manage a sales team responsible for Customer relations, Customer satisfaction and technical services Management of competitive pilot projects for new products Develop and maintain the business relationship between Partners and External Clients

Laval

Responsible for the strategy of external services, financial objectives, purchases and sales of services. Management and development of National staff planning, branches and instructors. Planning and management of preventive maintenance and product regulation. Inventory management, pricing and cost assessment. Manage a sales team responsible for Customer relations, Customer satisfaction and technical services Management of competitive pilot projects for new products Develop and maintain the business relationship between Partners and External Clients

Dorval, Montreal

Diriger une équipe de 13 employés syndiqués de support aux systèmes de Bell Canada (Montréal et Québec)Analyser, traiter et assurer le suivi des maintenances pour les applications informatiquesContrôler et vérifier l’exactitude des billets de troubles envoyés aux usagers / clientsMaintenir une relation avec les clients externes & internes en s’assurant que toutes les demandes et requêtes ont été Réglées par le groupe soutien première ligneGérer l’intégrité de la base de donnéesPréparer différents rapports pour les diverses applications informatiques (Rendement, efficacité…) Administrer le budget du département et gérer les dossiers des employésDiriger une équipe de 15 employés du centre d’appelsAccroître l’efficacité et la productivité des employés en les impliquant dans la résolution de problèmes quotidiens, l’identification et la validation des besoins de formation Prendre et régler les plaintes escaladées au 2e et 3e niveauGérer les demandes de retour de marchandiseFormer et fournir les connaissances avancées concernant le matériel et les installations (branchement, installation d’équipement, précisions sur les performances des équipements...) aux employés, clients, techniciens et détaillantsGérer les plaintes des entreprises et des consommateurs déposées au CRTC, à l’OPC et à la Vice-présidence ;Assurer un rôle conseil et fournir la formation/coaching aux gestionnaires et aux employés du centre d’appels suite à une plainte ;Représenter la compagnie auprès du CRTC, l’OPC et les médias

Certificate, Operations Management And Supervision

College Degree