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Gilles HAZAN

MONTRÉAL

En résumé

Mes compétences :
Customer Relationship Management
Marketing
Change Management
Team Management
Team Building
Stratégie expérience client
Direction de centre d'appels
Conception de scripts de vente
Études de marché
Analyse de données
Rédacteur formation
Recrutement en centre d'appels
Gestion opérationnelle

Entreprises

  • DIRECT ALERT/INTERFORCE MARKETING - MANAGEMENT CONSULTANT

    2015 - maintenant * Restructuring Shipping and Customer Service Departments (recruited a new team, redesigned the logistic process) ;
    * Operating Management for Direct Alert ;
    * Introducing and implemeting a cross/up selling approach. new Customer Experience

    * Built a Work From Home Agent Unit (B to C and B to B)

  • REVENU QUÉBEC - HEAD OF SERVICE

    2013 - 2015 * Recruited over 150 agents per year
    * Managed 8 team leaders
    * Revamped the peak period (Planning, watchtower, team leaders role redefinition,
    redesigned Monitoring grids) + Implemented a new Quality Culture: First Call
    Resolution, call control according the concept I have created: PARC…

  • AXA iNSURANCE, BELL CANADA - CONSULTANT

    2010 - 2013 RESPONSE MARKETING/ INTERFORCE MARKETING
    * Designed sales campaigns for AXA insurance, Alpha Insurance, HP and Bell Canada (sales strategy, recruitment, training, supervision, sales scripts...)
    * Co integrated CRM platform with Cloud Contact Center software using Five9 ;
    * Redesigned customer service Quality Monitoring Grid at Hydrosolution ;
    * Trained Management on Sales techniques and Coaching Vitro plus

  • ROGERS COMMUNICATIONS - TEAM LEADER

    Toronto 2005 - 2010 * Redefining the role of retention agents and increased their ability to be problem solvers ;
    * Introduced Total Quality among team members concept BEST MANAGEMENT ;
    * Implementing training for customer account analysis resulting in a significant increase in
    cross sales rate ;
    * Implementing a tool to better manage the credits allocated to customers which resulted in a significant drop in credits

  • VOXDATA - BELL CANADA - SUPERVISOR

    2003 - 2005 Took charge of the Bell Canada sales campaign. Co-Managed a team of 60 agents

    * Implementing a very intense incentive program (games, awards, prizes). We reached the sales target for the first time in 13 months. ;

  • GROUPE VERSPIEREN - MARKETING MANAGER ASSISTANT

    1995 - 2003 * Studying competition activities through, data analysis, Marketing Intelligence which resulted in a commercial agreement with a competitor ;
    * Performing sector based market studies leading to the creation of new services ;
    * Managing Projects in strategic matters: Market trend studies, surveys ;
    * Creating a Telemarketing unit that handled a number of Sales campaigns

  • BARCLAYS BANK PARIS. WALL STREET NEW YORK - BROKER TRAINEE

    1992 - 1995 * Coordinator / Telemarketer Team coordination of 20 to 30 phone marketers
    * Broker Trainee, on the French speaking markets for IPO’s selling program NY Stock
    Exchange

Formations

  • Mc Gill University (Montréal)

    Montréal 2005 - 2006 Project Management Certificate

    * Graduate Courses in Organizational Behaviour and Marketing, McGill University ;
    * MBA participant of the University Exchange Program ;
    * Bachelor in Business Administration, Marketing, University of Paris VIII

  • University Of Paris VIII

    Saint Denis 1992 - 1992 Bachelor

    * Bachelor in Business Administration, Marketing, University of Paris VIII

Réseau

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