France Cloutier

With more than fifteen years of experience at Mouvement Desjardins, I have developed a highly diverse range of talents and skills. Thanks to my extensive knowledge of the banking sector, I have developed a broad, strategic perspective in my work. I enjoy taking on new challenges.

I am highly comfortable with written and spoken communication in English and French. As a team player, I place great importance on sharing, mutual support, and respect for my colleagues. It is important to me to work proactively, with positivity and enthusiasm.

BILINGUAL CUSTOMER SERVICE REPRESENTATIVE - Hydro Quebec

(2024-02 - 2025-06)

• Respond to customers’ needs through incoming calls; personal banking clientele.
• Offer complementary solutions to help customers (online services, pricing offers, complementary solutions).
• Provide courteous, professional, and relationship-focused service.

SECTION DIRECTOR – NATIONAL TELEMARKETING TEAM - DESJARDINS ASSURANCES (DGAG)

(2022-06 - 2024-01)

Voluntary departure

• Set up a national team (new team), hiring, training follow-up, and coaching.
• Ensure the development, implementation, and monitoring of an action plan for the administrative unit, aligned with the company’s strategic directions and integrated with those of other administrative units, within a performance management context.
• Establish management and communication practices that support change management, talent attraction and retention, skills development, engagement, and diversity, in keeping with the company’s values.
• Define and ensure the implementation of activities related to the unit’s service offering in order to maximize targeted business results and ensure member and customer satisfaction.
• Manage individual and team performance in support of the administrative unit’s action plan.

Relationship Approaches Expert - Centre d’Expertises (Réseau des caisses et Services aux membres et clients)

(2018 - 2022-06)

• Support frontline staff in their relationship approach (advisory team and Member and Manager Services team): CRM, financial plan, effective interview, opportunity detection, and telephone contact with members.
• Develop strategies with network service advisors and managers to meet the support needs of their respective teams.
• Answer advisors’ and managers’ occasional questions about Focus.
• Work collaboratively with the other experts at the Centre d’expertises.

Business Development Advisor - Services de cartes Desjardins

(2012 - 2018)

• Develop and carry out business development plans and activities for caisses and CDEs.
• Negotiate and provide advisory support to the caisse network and Desjardins Entreprises.
• Act as a content expert for sales resources and business units in the design, use, and interpretation of reports.
• Implement fast and effective business practices to improve results.
• Facilitate the FABD regional committee with general managers.
• Negotiate and support general managers and managers in developing strategies to meet their business targets.

Youth Blog Writer - www.desjardins.com/coopmoi

(2010 - 2014)

• Write the blog on a weekly basis.
• Liaise with Desjardins experts to obtain approval for posts.
• Work with project deadlines and the various project partners.
• Respond to and interact with members’ comments.

Business Development Advisor - Youth Clientele - MOUVEMENT DESJARDINS

(2007 - 2014)

• Establish a partnership with the client, analyze the situation, and agree on targeted outcomes to achieve sales results.
• Participate in on-site business development activities (Cégeps and universities).
• Support the client in choosing appropriate solutions and identifying the strategies required to implement them.
• Consult with caisses on issues involving the youth clientele.

Customer Service Agent (Customer Contact Centre) - Desjardins Sécurité Financière

(2005 - 2007)

Member Service Agent - Caisse Desjardins de Sainte-Foy

(2003 - 2004)

Master’s degree - Project Management - Université du Québec en Outaouais (2014)

Bachelor’s degree - Business Administration - Université Laval (2004)