Richard Guerette

Experience

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  Dairy Queen

  Mar 1985 - Oct 1996

  Restaurant Manager

  -Hired, trained and supervised a 26 employee team-Made purchases and maintained inventory-Promoted the products

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  Golf Dorval

  Feb 1997 - Nov 1999

  Marshal

  -Ensure the golf courses’ fluidity of circulation-Responded to customer requests and needs-Ensured compliance with golfing ethics

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  WebTrix Design

  Jan 1999 - Jan 2000

  Owner

  Conceived, programmed and uploaded Web sites

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  Bell Canada

  Jan 2000 - May 2011

  -Managed a sales audit team for the 310 Customer Service center-Produced sales audit reports for Price Waterhouse Cooper to SOP standards-Managed a team of quality auditors for the Bell TV call centers-Produced detailed reports identifying possible areas for improvement in the Bell TV Customer Service-Planned and conducted calibration sessions with the auditors and the managementACHIEVEMENTS-Introduced the SOP sales verification process (Eclipse Award) which was adopted by all sectors of activity, standardizing the approach and the corrective measures to ensure compliance with the company’s code of conduct by employees-Put into place a bonus verification process resulting in over 150 000 $ in savings for the 310 call centers from 2008 to 2011 through the validation of the agents sales incentives Show less -Managed a quality monitors team for the 310 call centers-Organized and conducted weekly calibration sessions with the monitors and the management-Planned and supported the management’s training on Verint-Elaborated and implemented profiles, hierarchy and different levels of access to the Verint toolACHIEVEMENTS-Integrated the Verint monitoring solution into the 310 call centers (Quebec and Ontario)-Developed the Quality First tool (Eclipse award) to capture the monitoring results and share quality improvement leads with various stakeholders-Increased the managers’ productivity by 30% by eliminating having to listen to multiple contacts to evaluate one call-Planned and implemented the Change Management process to help adopt the new technology and understand its benefits Show less Managed 30 Web Assistance agents (Help Desk) providing technical assistance to the 310 call center agentsACHIEVEMENTS-Improved the Web Assistance tool and processes for a gain in both productivity and efficiency-Introduction and deployment of the 911 escalation process which allowed better management of customer complaints-Implemented a training method (EMMA) in order to better equip help desk and sales and service agents in the handling of customer complaints-Implemented a reporting structure to target the training issues and suggest solutions-Updated the internal network of contacts in order to effectively address and solve gaps in process and customer complaints Show less Managed numerous Sales and Customer Service teamsACHIEVEMENTS-Kept team well informed through regular meetings despite a tight schedule and heavy workload-Maintained rigorous follow-ups ensuring each agent met the objectives-Improved the agents levels of commitment in promoting different products through « listen and learn » sessions which enabled them to better identify customer needs-Significant improvement in resource efficiency through positive feedback following individual call monitoring sessions Show less

  • OEM Quality management and analytics

    Oct 2010 - May 2011

  • Quality - Sales verification manager

    Jan 2008 - Feb 2011

  • Project manager Verint

    Jun 2005 - Jan 2009

  • Web Assistance Manager

    Jan 2004 - May 2005

  • Sales and customer service manager

    Jun 2001 - Jun 2004

  • Customer service representative

    Jan 2000 - Jun 2001
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  Plastigroulx

  Aug 2012 - Oct 2012

  Directeur des ventes
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  La corporation alimentaire whyte's

  Oct 2012 - Nov 2015

  Customer service manager- accounts receivable
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  Rogers Communications

  Nov 2015 - now

  Senior Manager loyalty and Digital