Yannick Falcon Email & Phone Number

Montreal

Gestion stratégique de l’expérience client par l’optimisation des processus, mise en place d’équipes transversales et multidisciplinaires et alignement des cultures inter-entreprise. Placer le client au centre des décisions d’affaires en ralliant les divers intervenants internes et externes vers un objectif commun.

Montreal

• Provides business, analytical and product expertise to clients and sales team on specialized products and platforms. Use a consultative approach to translate business problems into efficient solutions to the client’s.
• Provides sales and client support in the form of business, analytical and product consulting by assessing, formulating, developing and presenting solutions that support the client’s strategies, drawing on in-depth.
• Interfaces with development and fulfillment teams to ensure the timely delivery and problem resolution of business & customer requirements/solutions.
• In conjunction with Marketing, assumes product ownership and performs regular validations, data samples, etc. to ensure superior product performance is maintained and data is reflective of the most recent trends.
• Provides training for all sales teams on products and promotes sales and customer awareness of business intelligence in specialized area and their impact on business.

Région De Montréal, Canada

• Responsible of strategic analysis and operationalization of performance initiatives. Plan the development and optimization of performance reports for the sales organisation and corporate executives.
• Analyzed the market trends, historical performances and profitability of publications to establish sales targets
• Developed and redesigned the compensation plan of the sales organisation to increase sales performances
• Assessed performance of pilot projects and KPI in collaboration with the sales and marketing departments
• Improved report accuracy by setting up rigorous data processing structures
• Managed the standardization of the commission process by implementing a complete documentation and strict guidelines clarifying scope of work

Montreal, Canada Area

• Leader of a data analyst team that creates and maintains new performance metrics for customer service First Call Resolution (FCR) and Call Transfer (CT). Highlight areas of improvement for FCR/CT and provide solution.
• Instigated initiative to increase customer service representative’s talk time metrics to reduce pressure hence giving more time to service customers in a single call
• Worked jointly with the training and monitoring teams to correlate monitoring results with FCR/CT scores
• Planned data integration from various sources (Bell Residential, TV, Internet and Mobility) and platforms (SQL Server, Teradata and Oracle) into a single source for process automation, data analysis and report generation
• Subject matter expert for FCR and CT data
• Developed and maintained analytical tools to support FCR/Call Transfer

Montreal, Canada Area

• Manages analysis for identifying inbound call volume reduction possibilities. Work with a team of project managers using Lean Six Sigma to improve internal processes to reduce inbound call volume.
• Developed data analysis helping in reduction of inbound call volume
• Presented conclusions of analysis to business unit prime and upper management executives
• Recommended and promoted new inbound call volume reduction initiatives
• Collaborated with various teams in order find relevant information and roll-out projects
• Built expertise around call data and customer calling behaviour

Région De Montréal, Canada

• Planning the development, integration, automation and production of data tracking and report processing using various tools and software (MS Excel, Access, SQL Server and VBA).
• Converted the entire sales tracking platform from agent self-tracking to automated tracking
• Automated extraction of reporting data sources into single source to reduce manual processing of data
• Restructured the department’s documentation using standardized documentation structure and format
• Improved employees skillsets to transition from junior to advanced SQL server programmer
• Created results presentation for business executives

Pmp

Baccalauréat, Informatique De Gestion

D.E.C., Technique Informatique