Philippe Bilodeau Email & Phone Number

Montreal, Qc, Ca

Montreal, Quebec, Canada

Montreal, Quebec, Canada

Montreal, Quebec, Canada

Conduct call monitoring and or Live monitoring and coaching sessions as required to ensure continuous improvement of Financial Sales representatives.

Montreal, Quebec, Canada

Our specialized team is tasked with both receiving inbound call and conducting outbound calls. Thisproactive approach allows us to increase our reach and help more clients to manage their day-to-daybanking over the phone. Our mandate is to resolve issues, recommend banking products that makebanking easier or more affordable, and set up clients with alternate ways to do banking in the digitalworld.In order to accomplish this, we must understand their goals, provide tailored service, and recommendthe right products and solutions that will enable their financial success.

Montreal, Quebec, Canada

Montreal, Quebec, Canada

Pointe-Claire

Manage day to day call center operations. Gain insight and assess efficiency and productivity using dialer system reports that are exported into excel as well as Business intelligence reporting software that is linked to our DB servers directly. Support the team members as a Subject Matter Expert during initial training and throughout integration and during their continued growth within their role. Document Processes and Procedures in order to build handbooks and manuals to facilitate knowledge transfer. Identify and lead the strong team members via coaching so as to influence their growth to gain further autonomy and greater responsibility.Restructuring organizational structure. Transition various management roles and responsibilities to provide select team members with opportunities for growth within the company. Client Relations Management.

Initiation, Development, and Launch of Contact Center projects. Inbound, Outbound, Back Office, Email response, Live chat.Optimization of processes and procedures.Identification of process gaps and opportunities to standardize and centralize in order to capitalize on synergies across multiple sites. Reduction of direct Labor costs via a combination of developing inter team partnerships and creating organic growth within project as well as process and procedure re-engineering. Daily Client relationship management. Facilitation of weekly live call quality assessments. Mentoring of Agents and support teams to foster a culture of continuous improvement and an environment where the employees can find a career path. Oversaw and supported the building of the governance structure to manage teams as they grew from 6 to 40 and then again from 40 to over 100 agents.Document and Knowledge management. Sharepoint SME. Business needs analysis. Process and procedures assessment and re-engineering in order to continuously enhance how we use technology on projects for both our external and internal clients.

Beginner's Mandarin

Founded and ran an art pottery and sculpture Studio. Sold work to collector's and gallery's.

Provided adapted daily Outbound calling strategies for 3 Call Centers across Canada that kept all banking products in scope while also factoring in any unique client context. Created reporting that provided analysis of key operational metrics with the objective of ensuring appropriate and timely execution of national receivables management predictive dialler strategies and associated campaigns. Produced and analysed daily, weekly, monthly, and quarterly KPI and Key control reporting of Inbound and Outbound operations and results in order to provide summary commentary on month over month and year over year findings for Bank leadership governance and decision making. Identified opportunities for increased operational efficiency that targeted Cost and Loss reduction as well as a redistribution of human resources to tasks that would have required new hires.(Further details available.)Remained up to date of product knowledge, encompassing all retail lending products, as well as analytical, coaching and consulting skills required in order to contribute to the effective operation of each of the 3 National Collections front end centres.Provided support, coaching, and training to Portfolio managers and other employees in the Toronto Head Office as well as the Montreal and Vancouver Call Centers as a SME in Business Intelligence gathering using Information Builders WebFOCUS software.

Montreal, Canada Area

Maintenance of interactive bilingual scripts for our (Membership Services Representatives) MSR’s.Development of IVR (Interactive Voice Response) applications.Leveraging the skill sets of the workforce to meet or exceed our Clients KPI targets and service level agreements.

Dep, Ceramic Arts And Ceramics

Fine And Studio Arts, Drama, Journalism, Creative Writing

Education record