Gabriel Proulx Email & Phone Number

Montreal, Canada Area

Montreal, Canada Area

- Evaluated clients’ business needs and objectives and established the scope of work;- Acted as a project manager throughout the technical and operational phases of clients’ implementation;- Sole liaison between the IT department and clients for all technological change requests and issues resolution processes;- Provided a consulting role in the analysis and interpretation of client data and used the results to make recommendations to operations and account management;- Provided recommendation on product development based on clients’ business needs and up selling opportunities;- Performed root-cause analysis, pinpoint strategic issues, diagnosed problematic situations;- Documented and schematized problem-solving processes, defined new procedures and optimized existing business processes;- Ensured unified execution of internal departments, helped improve customer experience while meeting business needs;- Planned and presented software training and best practices for new and existing clients; - Managed the relationships with internal and external stakeholders throughout clients’ life-cycle;

- Developing and enhancing the customer experience of corporate clients in order to provide the highest levels of customer care that are consistent with the company’s vision and brand as a premier provider of travel management products and services- Own and proactively manage a portfolio of 10 clients, totaling $9.4M in corporate travel management spending; - Establish and maintain trusted relationships with key decision makers within client organizations;- Develop formal client account plans that reflect client program deliverable, service level agreements, timelines and key performance indicators, and communicate plans to internal stakeholders;- Organize and lead formal business reviews with clients;- Conduct comprehensive data analysis and reconciliation of client accounts;- Identify cross-selling and up-selling opportunities to existing clients;- Foster collaborative and effective working relationships with the Service Delivery Team and other internal partners to ensure prompt and effective resolution of service issues and gaps;- Negotiate contract renewals including service level agreements and key performance indicators;- Monitor industry trends on new products and services and channels of service delivery;

Beverage Manager / Mixologist- Creating exclusive cocktails and developing profitable spirit menus (16% beverage cost, approximately 125,000$/year in sales);- Increased alcohol sales while maintaining an efficient inventory (200% increase in spirits & cocktails sales in the last year);- Key-holder and maintaining the operations while the owner is away.Bartender / Waiter- Offering a professional service while working in a dynamic and stressful environment;- Establishing and maintaining excellent guest relations;- Advising and guiding the guests in their choices according to their needs and tastes;- Serving approximately 11,250 guests/year and generating around $562,500/year in sales.

Accesd

- Advising members on services and financial products that suits best their needs;- Developing different sales approaches in order to achieve the goals set by our partners;- Providing outstanding customer service, according to COPC standards;- Nominated twice as the best closer for the Visa Desjardins campaign (summer 2007 & 2008).

Sympatico Internet

Business Office Agent- Answering questions, handling complaints and providing effective solutions to customers;- Exceeding sales targets set by Bell Canada and MSN;- Developing approaches and techniques to boost cross-selling;- Call center top 5 best closer for all campaigns (2005).Investigation Agent- Ensuring business office agent’s conformity regarding the standards and protocols in place;- Making follow-ups with the agents caught out not respecting the standards and coaching them;- Filling-up reports and keeping files of interventions for the agents’ track record.

Minor, Law

Graduated with knowledge of: - Torts Law - Contracts Law - Property Law - Constitutional Law - International Law

Psychology

I never intended to graduate with a Bachelor in Psychology, but I was curious and motivated to learn more about: - Industrial.

Bachelor, Political Science

Dec, Human Sciences - Psychology

Des Advanced