Janick Brunet

Experience

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  Rogers Wireless/ Fido

  Jan 1998 - Jan 2006

  Manager, Customer Experience
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  Fido Solutions inc.

  Jan 1998 - Jan 2006

  Manager, Customer Experience
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  Microcell - fido

  Jan 1998 - Jan 2006

  Customer Experience Manager
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  Fido-Rogers

  Jan 1998 - Jan 2006

  Chef de service, Expérience client
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  Fido (Wireless)

  Jan 1998 - Jan 2006

  Manager , Customer Experience

  My responsabilities were:• Analyzed, defined and improvde the customer experience at the various client touchpoints;• Developed and implemented service strategies that respond to client needs across operations;• Managed and coordinated projects related to operations, marketing and improvement;• Participated actively as a change agent in the transition and optimization of contact client centers between Fido and Rogers (mobile);• Led of the COCP Standard(Customer Operations Performance Center) evaluation for the contact center;• Maintained and improved employee engagement;• Identified and implement best practices whether the source was internal or through external benchmarking exercises • Managed team responsible for analyzing calls and testing the commercial and operational launch (2005);• Staffed and established the customer invoicing team (2005);• Implemented an integration and quality program across Fido units (2006) ;• Managed the customer call monitoring team (2006). Show less

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  -RGA ré-assureur vie du Canada

  Aug 2006 - Mar 2015

  My responsibilities were:• Identified opportunities for improvement in alignment with the organization’s strategic direction, and develop and implement an action plan to support attainment of goals;• Developed and support a culture of continuous improvement and implement and maintain change management measures and standards;• Analyzed business processes, identify non value added activities, propose “lean” future state processes, document the delta, assess operational readiness, implement the change, test the results and provide the training;• Implemented a culture of Lean Kaizen process revision, both locally and globally; • Implemented a “Quick fix” approach within Operations locally;• Managed the business continuity program for the Canadian Operations. Activities include its development, maintenance and evolution, as well as coordination of activities such as crisis simulations;• Coordinated an office move of 140 employees. Included all activities related to construction and the physical move; • Managed corporate projects such as lease negotiations, implementation of a new global travel program and ran the Centraide/United Way campaign;• Hired, coached, mentored, developed, assessed and recognized and retained, trained, motivated and recognized employees under my supervision for their contribution. Show less

  • Directrice, Efficacité Opérationnelle

    Aug 2006 - Mar 2015

  • Director, Operational Efficiency Group

    Aug 2006 - Mar 2015
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  Solutions Flexibilis

  May 2015 - now

  President

  Consulting firm that helps other organizations to be more flexible in their operations, in their industries and in their environment. The firm is specialized in operational efficiency, client experience, business continuity management and change management.