Philippe Gervais, Mba Email and Phone Number

- Responsable de la gestion, du suivi des résultats, de la stratégie et du développement des affaires des compagnies MIFF, Groupe SF et Vusitec, membres du Groupe Industriel Barsatech- MIFF, Groupe SF et Vusitec offrent des services de mécanique industrielle (maintenance d'équipements, installation de machines, gestion d'arrêts de production), de fabrication d'équipements industriels mécano-soudés, de soudure spécialisée et d'usinage de pièces pour les secteurs industriel et commercial

- Manager in charge of Desjardins Card Services' early-stage collections call center, comprising over 105 collectors and 5 section managers.- Tasked with ensuring the successful implementation of the department's various strategic initiatives.

"Responsible for coaching, developing and supervising a senior team of 10 credit card/personal loan fraud investigators, 3 merchant/POS fraud analysts and 5 quality control/employee support agents."• Increased the senior fraud investigator team's productivity by 45% in less than 6 months (investigation of potentially fraudulent personal loan/credit card/auto loan applications)• Spearheaded the launch of work tandems between fraud prevention and loan origination teams for every… Show more "Responsible for coaching, developing and supervising a senior team of 10 credit card/personal loan fraud investigators, 3 merchant/POS fraud analysts and 5 quality control/employee support agents."• Increased the senior fraud investigator team's productivity by 45% in less than 6 months (investigation of potentially fraudulent personal loan/credit card/auto loan applications)• Spearheaded the launch of work tandems between fraud prevention and loan origination teams for every business line, enhancing collaboration, satisfaction and synergy between units• Restructured the quality control/employee support and merchant/POS fraud investigation team to better service colleagues and clients; end-of-year employee feedback was overwhelmingly positive• Implemented performance review templates, new employee objectives for every function and meaningful statistics to boost engagement and enable managerial feedback Show less

"Tasked with mobilizing, coaching and supervising a team of 25 experienced debt collectors on personal accounts (unsecured debt) at the end of the delinquency cycle."• Developed and implemented elaborate employee performance scorecards that increased dollars collected on delinquent accounts by over $6M per year and saved line managers over 7 hours of labor per month• Boosted employee engagement survey (AON-Hewitt) results from 65% to 90% over 1 year in a unionized, contentious… Show more "Tasked with mobilizing, coaching and supervising a team of 25 experienced debt collectors on personal accounts (unsecured debt) at the end of the delinquency cycle."• Developed and implemented elaborate employee performance scorecards that increased dollars collected on delinquent accounts by over $6M per year and saved line managers over 7 hours of labor per month• Boosted employee engagement survey (AON-Hewitt) results from 65% to 90% over 1 year in a unionized, contentious team of senior debt collectors with average tenure and age of respectively 10 and 50 years • Awarded the “innovative personality of the year” trophy in 2012 as part of Desjardins Card Services’ annual gala, in recognition of excellence in implementing and managing change with performance scorecards• Coached 7 management trainees over 2 years on the topics of professionalism, efficiency and active listening which helped establish a culture of teamwork and transparency within the business unit• Appointed in 2014 to the enterprise-wide management succession list as a promising young manager Show less

"Head collections unit contributor to cross-department business development projects. Responsible for the implementation and review of industry best practices."• Designed an optimized schedule allocation system to account for tenure, multiple preferences and regular vs. compressed schedules for unionized employees; the system saved over 35 hours of labor per month• Launched a credit reporting project to cut over 20,000 Equifax requests and 1,800 hours of labor per year•… Show more "Head collections unit contributor to cross-department business development projects. Responsible for the implementation and review of industry best practices."• Designed an optimized schedule allocation system to account for tenure, multiple preferences and regular vs. compressed schedules for unionized employees; the system saved over 35 hours of labor per month• Launched a credit reporting project to cut over 20,000 Equifax requests and 1,800 hours of labor per year• Orchestrated a partnership with Commission Scolaire Marguerite-Bourgeoys for the launch of a 6-month technical degree program in collections to ensure succession; the best graduates are then recruited Show less

"Charged with the control and optimization of an automated collections dialer generating outbound calls for over 100 collections representatives. Responsible for writing collections strategies consistent with seasonal objectives."- Maintained an average resource occupancy rate of 94% and a call abandon rate below 10% for over a year

"Responsible for helpdesk support to collections representatives for complex files and customer complaints."- Created and implemented a call codification database for coaching purposes

"Analysis and collection of personal accounts one to five months delinquent."- Maintained department-topping collections performance statistics from November 2008 until promotion in March 2009