QUITTERIE DES MONSTIERS

Multi-LOB auto finance program (Sales, Originations, Customer Service) across 5 lines of business, with 2 Operations Managers, 12 Supervisors, and 150+ agents.

• Own strategic client relationship, business reviews, and roadmap; translate goals into executable operating plans.
• Launched 3 new LOBs in the first 6 months and scaled existing teams to meet demand.
• Drove margin improvement via cost optimization, workforce planning, and process efficiencies.
• Managed budgets and forecasts; aligned staffing and resources to volume and seasonality.
• Partnered with Training and Quality to improve readiness and KPI attainment.
• Developed leaders and succession pipeline; fostered a high-performance culture aligned to core values.

• Seagate -Hard Drives Tech. Support - AMER and EMEA
• Account implementation-Direct Client's relations and management
• Expansion of the account over the first 18 months (4 languages supported, Several layers of complexity due to different skills supported)
• Develop and implement performance standards and procedural changes to drive productivity and quality, managing Training and Quality Departments
• Generate Revenue and increase Gross Margin by Cost Reduction, Efficiency/productivity metrics control, and managing Attrition.

• Consumer Support for USA & CA - Trilingual English-French-Spanish
• Provided excellent customer service and achieved a high rate of client satisfaction, handling 60 interactions per day via email, phone and chat
• Seeking growth within the company, starting from Entry level to get a full grasp of the company, the business and its different stakeholders

Avalon Account -Mobile Devices Tech. Support - LATAM and Europe

• Managing 10 direct supervisors and 180+ agents.
• Direct Client's relations and management
• Expansion of the account: addition of a new Line Of Business and doubling the size of the 2 existing, during the 1st year
• Generate Revenue and increase Gross Margin by Cost Reduction, Efficiency improvement, Productivity and Key performance increase (tied to bonuses and incentives)
• Close collaboration with Training and Quality Department to ensure business drive
• DMAIC creation as per Six Sigma Methodology
• Weekly & Monthly Online Business Review Presentations
• Annual Business Face to Face Review Presentations (based in Europe)

• ChargePoint - Sears - Avalon Accounts
• Team and individual performance
• Global and internal KPIs compliance - Reports Analysis
• Communication and coordination with other sister sites representatives, DPE and Client.

• ChargePoint Coulomb Account
• Bilingual English-French Agent - Customer Service

• Project & Budget planning, along with the clients, based on their ideas, wishes and needs.
• Project Painting, Fabrics & Furniture Purchasing, set-up and installation
• Clients Accounting (QuickBooks, Office)

• Food and Beverage & Hospitality industry
• Staff Management (Schedules, Payroll, planning)
• Public Relations
• Concierge Service