Customer Service Training

SUMMARY

Multilingual manager with extensive experience in various fields such as

call and assistance centers, training and collection. A visionary and

inspiring leader with particularly sharp operational and organizational

decision-making and problem-solving skills. Team manager focused on results

and the need to excel in order to build and maintain top-performing teams.

Recognized for her interpersonal communications skills and her ability to

quickly adapt to ever-changing environments.

Languages written and spoken: English, French, Portuguese and Armenian. Her

language skills have proven to be an asset for service companies in their

day-to-day customer service challenges.

Key Competencies:

Supervising and coaching employees Designing and implementing

Strategic planning quality assurance programs

Implementing new procedures Managing schedules

Managing priorities Developing and establishing

Employee training policies and procedures

Creating and maintaining Managing financial resources

a pleasant work environment

PROFESSIONAL EXPERIENCE

BLUE CROSS-CANASSISTANCE

Travel assistance provider

Coordinator, Medical Team 2009-2014

Reporting to the Director of CanAssistance, manage two teams of nurses and

responders (18 employees) within the pre-departure assistance centre and

the travel assistance program designed for members travelling worldwide.

The teams handled medical assistance cases such as hospitalization,

repatriation, medical consultations, medical history analysis, medical

second opinion, and home care. Work closely with Canadian insurance

companies offering travel benefits.

< Motivated two teams to participate in quality assurance projects aimed at

increasing productivity within the department and the company and

optimizing the use of computer systems by implementing internal

procedures followed by all.

< Led an improvement project aimed at standardizing the procedure for

communicating medical recommendations to business clients.

< Set up a systematic procedure for following up on files, which made it

easier to manage files with business clients. This procedure was adapted

to other departments.

< Introduced an additional step in the process for recruiting nurses and

responders which enabled candidates to observe the work environment and

determine whether or not they fit with the organization's culture. This

additional step created a positive impact on employee retention.

< Restructured the way in which work was shared among employees by

obtaining their input in redefining roles, which helped to better manage

client files and recruit a higher number of employees within the team.

< Succeeded in proving the team's credibility with insurance companies

concerning pre-departure assistance, thereby enabling the company to

establish new partnerships.

< Revised procedures and established new ones within the department in

order to simplify the work. These procedures have now become tools for

training new employees.

< Established new partnerships for repatriation of travellers.

< Trained all employees in both departments to provide for absences and

work overload.

< Set up a work committee with my teams and call centres, thereby improving

communications and a greater understanding of the work involved for

opening and managing client accounts.

ASSISTENZA INTERNATIONALE

One of the most important providers of assistance services in the world

Director, Call Centre 2008-2009

Reporting to the owner, responsible for assistance centre operations. Lead

and supervise a team comprised of 15 to 20 customer service representatives

providing a variety of assistance services such as roadside assistance,

nursing, and home maintenance and repair services. Handle quotes for

recreational and motor vehicles.

< Increased the company's service standards, as required by business

clients.

< Increased the number of contracts with various providers across North

America (road assistance providers, plumbers, electricians and other

subcontractors), as well as a nursing helpline and housework agencies.

GE MONEY CANADA (formerly HBC) 1981-2008

Director, Training and Compliance 2006-2008

Reporting to the Director, National Training, manage training activities

for the regional office and, in particular, manage all elements of HBC

credit card systems and procedures. Supervise a team of 3 trainers in

charge of training 120 employees. Help design and prepare training tools.

Act as resource on matters pertaining to the teaching approach and training

activities (organizing and planning).

< Took part in developing strategies during the acquisition of HBC's credit

card division in order to integrate GE's culture within HBC. Established

new procedures to meet the needs of HBC clients.

< Standardized best practices throughout the three regions across Canada by

cooperating with various internal players involved in training

activities.

< Ensured a fair treatment to national clients by implementing best

practices in the call centres of the Service and Collection departments.

< Developed procedures and strategies aimed at keeping up with

technological and organizational changes (mergers) and planned all

training sessions for all departments (an average of 120 non-management

and 25 management employees). During the conversion process to the new

system, all were ready to answer calls from HBC clients.

< Successfully prepared and trained 100 collection and customer service

agents in Ohio (within one day's notice) on the skills required for

answering calls from HBC clients, thereby maintaining high service

standards and avoiding fines and penalties.

< Supported, in a context of major change, a team comprised of 25 managers

from 4 different departments.

< Exceeded training objectives pertaining to time saved: net gain of 1820

hours and savings of $500K for the Collection Department.

Team Supervisor, Call Centre 1994-2006

Reporting to the Call Centre Director, manage a team of up to 12 customer

service representatives for HBC credit cards. Manage the Credit Card

division (fraud, stolen cards, etc.) to prevent and reduce losses.

Establish and maintain contacts with third parties (insurance companies and

related product providers) to ensure the smooth functioning of procedures

and settle invoicing problems.

< Implemented a procedure for monitoring the level of service provided to

callers while maintaining productivity.

< Helped increase credit card sales and reduce collection loss/fraud by

providing recommendations to the Fraud Risk Department.

< Developed close ties with the H ritage insurance company and then set up

a procedure for addressing client complaints, which made it possible to

retain 25% of clients who had initially wanted to cancel their insurance

policy.

< Established and implemented fraud prevention procedures to prevent losses

for the company. Thanks to these procedures, a total amount of $500K was

recovered in one year.

Team Supervisor, Collection Department 1984-1993

Occupy various positions within the Collection Department for Quebec and

the Maritime.

Representative, Collection Department 1983-1984

Representative, Customer Service 1981-1982

TRAINING

1 College Diploma in Commerce

Vanier College

1 COMPUTER SKILLS

. Microsoft Office: Word, Excel, PowerPoint, Outlook

. Symposium

. Auto-Dial (Dialer)

. CMS (Avaya CentreVu Supervisor)

. Calabrio

. FDR

. Workstation

. Vision

. Genasys

. Kronos

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