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Yves BOURGAREL

TORONTO

En résumé

Pas de description

Entreprises

  • 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
  • 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
  • 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
  • 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
  • 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.
  • 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
  • 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
  • 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
  • Orange - Bilingual Client Service Representative

    Paris 2005 - 2006 Provide product and service information and respond to customer questions and concerns
  • 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.
  • 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
  • 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

Formations

Pas de formation renseignée

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