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Socan
- Quality Assurance Specialist
2015 - maintenant
- Monitors procedures and compliance to ensure quality and conformity.
- Development and maintenance of a quality program
- Provide guidance and support to Membership managers and their teams
- Establish key measures, and data collection and monitoring tools for all processes
- Evaluate the quality of service delivered by end users which includes all ‘Touch points’ the member has with Membership staff.
- Analyze quality problems and promptly recommend and/or implement effective solutions
- Consolidate issues and report recommendations to Managers.
- Proactively work closely with management team to identify risks
- Develop/procure appropriate training materials /aids
- Manage Membership’s innovation program
- Ensure tasks and duties are assigned to the right person and/or department to help SOCAN as a whole on its road to cost-effectiveness and efficiency.
- Contribute to corporate and departmental projects to ensure quality of planning and service
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Socan
- Acting Manager Information Centre and Membership (Toronto - Canada)
2013 - 2015
- Coordinate projects with different departments and vendors
- Coach employees so they meet their targets
- Coordinate a team of 7 Information Officers
- Ensure continuous quality of the service and performance of the team
- Indentidy, assign and follow up on work activities of the Information Officers under my supervision.
- Handle escalation requests
- Ensure appropriate coverage of work activities and team members schedule
- Recommand and implement operational processes improvements
- Hire / Train new staff members and assist them in their new responsabilities
- Development and implementation of the new employee training process and guide
- Assess the training needs of staff members
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Socan
- Team Leader Information Centre and Membership (Toronto - Canada)
2011 - 2013
- Coordinate a team of 7 Information Officers
- Ensure continuous quality of the service and performance of the team
- Indentidy, assign and follow up on work activities of the Information Officers under my supervision.
- Handle escalation requests
- Ensure appropriate coverage of work activities and team members schedule
- Recommand and implement operational processes improvements
- Train new staff members and assist them in their new responsabilities
- Development and implementation of the new employee training process and guide
- Assess the training needs of staff members
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Socan
- Bilingual Information Officer (Toronto - Canada)
2008 - 2011
- Manage relationships with over 10 000 members' account (Canadian songwriters and publishers, 60% in Quebec) to ensure accurate royalty payments.
- Assist TVproducers in contacting composers/publishers of music. Provide assistance with SOCAN cue sheet
- Dispatch tasks to the Information Officers according to their area of work and skills oversee the progress of projects as well as provide training support. Coordinate the team's schedule.
- Investigate international over/underpayments with foreign societies and liaising with internal departments and the Montreal office to ensure efficient resolution of intra-societies issues.
Provide translation support for document and/or letter for bilingual campaigns (inserts, web etc...),
- Worked on the implementation of a new email management project, in collaboration with IT, conducted presentation to the team and managers
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Moneris
- Bilingual Customer Service Representative (Toronto - Canada)
2008 - 2008
- Support merchants: addressing escalations, providing assistance and technical support.
- Provide exceptional customer support by responding to queries in a quick and efficient manner.
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Fnac
- Customer Service Rep
IVRY SUR SEINE
2007 - 2008
- Leading retailer of cultural and leisure products in Europe Sept 2007- Jan 2008
- Sale technologic and cultural products, educate customers, billing and payment processing
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Millenium Research Group
- Bilingual Marketing Researcher (Toronto - Canada)
2006 - 2007
- Survey implementation: interview targeted population to conduct primary research studies
- Collect the completed study questionnaires and perform data entry
- Conduct audits to verify that information gathered is complete and accurate
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CTC Communication
- Bilingual Communication Assistant (Toronto - Canada)
2006 - 2006
- Assist with the conventions' organization: maintain and update of the attendees database, collect and manage the attendance list
- Ensure the contact between doctors from Quebec and the Toronto's office
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Orange
- Bilingual Client Service Representative
Paris
2005 - 2006
Provide product and service information and respond to customer questions and concerns
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Album
- Communication Assistant
Paris
2005 - 2005
- Develop communications tools and advertisement campaign for the "Festival BD Paris Delcourt": coordination of the printing and display of promotional material, media relations and BtoB relations.
- Assistant to the Communications Director: liaise with stores, ensure promotional displays are on-site on time and solve or report issues.
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Orange
- Webmaster
Paris
2003 - 2004
- Created, developed and implemented a new Paris local information and tourism website
- Managed the website content: designed graphic elements and wrote articles
- Organized games (trivia, etc…) to promote the website and increase the websurfer’s loyalty
- Developed partnerships
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Hafiba
- Communication Specialist
2002 - 2003
Developed a new communications plan, involving the implementation of a new website and a new corporate presentation of the firm as well as internal communications
