BENOIT BRETON

Telephone: 819-***-****

Email: adwtl4@r.postjobfree.com

FRENCH & ENGLISH FLUENCY

WORK EXPERIENCES & COMPETENCES

XÉROX, RÉUSE, KARELAB, OLYMEL, LEADER TECH, JUHOULE, etc. 2014 - 2019 Consultant Sales, Business Development, StartUps, Retail and Manufacturing Operations (contracts)

Provide professional advice and guidance on company growth, sustainability and best practices.

Develop and implement efficient strategies for profit and growth (MO, EBITDA, revenue growth, P&L)

Develop and implement strategic plans/models designed to improve operational processes

Introduce, guide or improve Lean manufacturing/operational methods: o Lean Six Sigma

o Kaizen productivity, continuous improvement

o 5S (Sort/Set in order/Shine/Standardize/Sustain)

Created, hired, trained sales, operations, management, coaching teams

Collaborate with local and external teams:

o Identify business units or corporate functions with pains or opportunities that can benefit from working with external partners

o Identify the key reasons why you want to pursue external partnerships for the chosen units or functions o Identify the proper stakeholders for exploiting or exploring pains or opportunities and the channels and approaches for working with them

Train leaders on B2B, B2C and B2H sales along with research development (sales technics)

Provides Outbound Vs Inbound marketing knowledge and tools (SAAS, PaaS, Coaching, etc.) GEXEL TÉLÉCOM INTERNATIONAL INC. / AIMIA INC. (AÉROPLAN) 2012 - 2014 Senior Director and Site Director (numerous sites)

Provide professional advice and guidance with CRM and company growth.

Facility in managing different constraints (budgetary, technologic, unionize agreements, etc.) towards a goal to a balance between delivering an excellent customer service, respecting client operational requirements and business EBITDA.

Ability in managing several lines of business at once while ensuring goals are met as well as implementing innovating ideas improving set KPIs:

Employee Value Index (EVI)

SLA, Schedules Adherence/Conformance/Occupancy/ASA - Back Office Processes

Call Back Rates (CBR, FCR) - Average Handle Time - Revenue per Call - Retention Rates

Creation of incentive plans to maximize revenue generation and processes relative to schedule adherence/vacation/planning

(VoIP).

Close partnership with central Workforce Management in order to achieve working balance between service level achievement and operational requirements.

Facility in managing different constraints (budgetary, technologic, unionize agreements, etc.) towards a goal to achieve/exceed quarterly and annual goals.

BELL CANADA 2002 - 2012

Managing Executive: Strategic Partnership/Sales & Revenues/Vendor Management/StartUps/Retail

Working at both the conceptual and tactical level to develop and implement strategies for profit and growth.

Equipped with a strong business acumen, utilized my financial and analytical skills to effectively manage significant operating and capital expenditures within or better than established budget and performance standards.

Successfully building and leading teams of multi-disciplined professionals, vendors and third party service providers across the world (Northern Africa, Asia and North/South America).

Ability to optimize structure and teams in order to implement sales culture at all level of the organization.

Focus on best HR industry practice while implementing a strong culture focusing on performance.

Building relationship at all levels of the organization, including at a senior executive level to promote strategies and changes.

Managed the Trois-Rivires/Laval/Oshawa/Trenton IQT contact centers (650+ manpower):

Responsible for driving performance while maintaining/increasing revenues and customer satisfaction

Help Desk, MS/Mac and 0-90 French/English, Business Office, Retention, Phone repair and Loyalty business units

(Queues).

Completed ramp up and managed the 2Wire/Pace International contact center in Phoenix, AZ (400+ manpower). o Implemented 1st 0-90 business unit (Queue), under a completely distinct contractual performance and compensation model.

o Won the 2009 Bell Bravo Award (highest award at Bell) for my performance and contribution in Arizona.

Responsible for the launch/startups of offshore Contact Centers (BPOs) in India, Philippines, Costa Rica, El Salvador, Tunisia, Morocco, Vancouver and Trois-Rivières for Bell’s Internet, Telephony and VoIP business units (3400+ manpower).

o Won the 2007 Bell Canada VP and Bravo Awards due to my outstanding achievements on this project. o Successful launches, the centers had been the highest performing partners on positive customer feedback

(CSAT and CROP).

Management of resources for training, local process improvement, service level achievement, trends analysis and meeting organizational goals.

Responsible to implement revenue generating structure for all third parties Contact Centers (Startups/BPOs). o Creation of offshore sales core teams, with teams currently successfully operating in Chennai, Hyderabad, Delhi, Manila, Tunisia, etc.

Responsible for the Business Office (Billing) offshore launches: o Successful launches, the partners were meeting all Bell key performance indicators 2 months post launch. MANAGING CONTACT CENTERS / BPOS 2000 - 2014

Over 16 years’ experience of people management in Contact Center environment, managing numerous Lines of businesses

Bell Canada, Amia, Vidéotron, Calian, Gexel Telecom, Microcell Solutions/Fido, Sutherland: o Front Line Help Desk - Advance Techs Queue - Cross-Trained Queue (BO and HD) o Multi-Caller Queue (Senior Techs) - Net Services (Enhanced Services) o Voice over IP - Back Office Process/Clerical work o Retention, Loyalty, Outbound: Telemarketing / Pay per sale MARCHÉ PROSPECT / MAXI ET CIE 1995 - 2000

Retail Manager-Butcher-Clerk

Complete all tasks required to ensure store is set to sell

Managed, coordinated all aspects of assigned departments (grocery/meat).

Responsible for P&L of assigned department (meat).

In charge of HR aspects (recruiting, employee pays and scheduling). SCHOOLING, TRAINING AND DEVELOPMENT

MASTER’S DEGREE (MBA/EMBA) - UQTR /UDES À LONGUEUIL COMPLETED IN 2016 DIPL. – INSTITUT PROFESSIONNEL 24 JUIN SHERBROOKE COMPLETED IN 1999 AASC – CÉGEP DE SHERBROOKE COMPLETED IN 1997

GED – SÉMINAIRE SALÉSIEN / MONTCALM SHERBROOKE COMPLETED IN 1995 Certifications and Applied trainings

Advanced Time Management / Advanced Change Management / Emotional Intelligence: EQ/ADKAR

Lean, Six Sigma / 5S / Agile / SCRUM / MAPAQ / ADKAR / EQ) = All certifications up to date

People Management: multi-sites local, national and international

Outlook/Excel/PowerPoint/Word, CRMs/ERPs (in-house, SAP, Dynamics, SalesForce) - Network ACDs: Cisco, Avaya, Genesys, etc.

Inbound/Outbound Marketing, Business Cooperate Events, Spokesman and brand representative.

Advance Sales and Negotiations techniques, B2B / B2C – RFP / RPI / RFQ

Leading in Sales & Marketing: SaaS / PaaS / Retail / E-commerce/marketplaces / Inbound Marketing LEISURE AND ACTIVITIES

VOLUNTEERING AND SPOKESMANSHIP, VOLUNTEERING AND MANAGED INTEGRATIONS FOR NUMEROUS NPOS (LEUCAN AND THE LIGHTHOUSE, THE CHILDREN’S WISH FOUNDATIONS), SOCIAL REINTEGRATION AND MENTALLY CHALLENGED ADULT’S REINTEGRATION WORKSHOPS (C.A.D.R.E., LE PLATEAU AND BENDER CONSULTING SERVICES OF CANADA).

NATIONAL HANDBALL CANADIAN TEAM CAPTAIN, TENNIS, GOLF AND MANY OTHERS REFERENCES UPON DEMAND

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