Team leader (account executive) at Europ Assistance Canada (2025-04 – Present)
- Led a team of 5 account executives, driving performance and achieving key performance indicators (KPIs).
- Managed client relationships, ensuring high levels of satisfaction and retention.
- Resolved complex escalations, improving service efficiency and response times.
- Analyzed performance metrics and implemented process improvements.
- Trained and onboarded new team members, enhancing team productivity.
- Collaborated with cross-functional teams to optimize service delivery.
Financial Security Advisor at Insurance Broker (2022-10 – 2025-03)
- Assessed clients financial needs and developed tailored security plans
- Advised clients on insurance, investment, and retirement products
- Conducted risk analyses and proposed solutions to minimize potential losses
- Trained internal teams on financial security practices
Operational Manager at ECOVITAL Company (2017-01)
- Develop policies and directives, as well as implement programs and procedures to ensure effective management of operations
- Plan, organize, direct, control, and evaluate the team's activities to optimize performance
- Ensure rigorous management, improve performance, efficiency, and the quality of the various services offered
- Contribute to the training, retention, and motivation of employees
- Keep track of personnel, materials, fuels, machinery, equipment maintenance, etc
- Creation and scheduling of shifts (approving timesheets and leave requests)
- Participate in employee coaching and take part in annual evaluations with management
Technical expert to businesses at NATIONAL BANK (2022-03 – 2023-01)
- Assist, inform, and advise customer service and branch employees in their procedures
- Follow up and analyze client files (everything related to the credit file)
- Evaluate different situations and make decisions in order to offer the most suitable solutions for clients
- Communicate with different departments to find optimal solutions and ensure that employee questions are addressed
Technical advisor to businesses at NATIONAL BANK (2020-11 – 2022-03)
- Sponsor for the new cohort (January-February 2022) and mentoring (coach/trainer) of new employees (February 2022)
- Offer a personalized and efficient service
- Identify and anticipate the client's needs in order to address them, direct them towards electronic solutions (internet), to enable them to become more autonomous
- Carry out operational activities
- Carry out the planned training activities in order to acquire the desired level of knowledge for the position
Customer Service Representative at NATIONAL BANK (2019-10 – 2020-11)
- Learn to respect established policies, standards, and procedures
- The holder of the position must be able to identify the risks inherent to the activities of the particular sector and company
- Sponsor for the new cohort in Sherbrooke (November 2020) and mentoring (coach/trainer) of new employees (octobre 2020)
- Show empathy in the face of the different situations of clients
- Know how to demonstrate agility and understanding in dealing with a diverse clientele
- Being attentive and responding well to customers questions while offering advice tailored and personalized to each individual's needs
- Having good stress management in situations that can prove to be difficult
- Having an excellent knowledge of the products and good professional communication skills
