05/31/2025 updated
100 % available
Experienced Operations Team Lead and Quality Management Professional with Multilingual Expertise
Gorham, USA
Worldwide
Master in Business ManagementCustomer Relationship ManagementBusiness SoftwareBusiness ProcessesChange ManagementServicio al ClienteFrenchRecruitmentProject ManagementMicrosoft ProjectQuality ManagementSAP ApplicationsProcess ManagementSearch (Computer Science)Coaching and MentoringPerformance Monitor
Customer Service Management
Team leadership and management of customer care specialists, including performance monitoring, coaching, and implementing improvement strategies.
Quality Management
Business process evaluation, control design, and project management for quality improvement initiatives with expertise in analyzing service data and providing structured recommendations.
Multilingual Communication
Native French speaker with fluent English skills and experience in translation, copy writing, and localization between English and French.
Microsoft Office Suite
Proficiency in MS Project, Excel, Access, Words, PowerPoint, Outlook and Internet Search Tools.
Business Software
Experience with SAP, Smart cloud Zendesk, and CSAT tools for business operations and customer service management.
HR Process Management
Experience in handling HR delivery processes including payroll, employee data management, and recruitment of staff.
Change Management
Leading change management efforts around controls adoption, measuring progress, and designing specific interventions for leaders.
Team leadership and management of customer care specialists, including performance monitoring, coaching, and implementing improvement strategies.
Quality Management
Business process evaluation, control design, and project management for quality improvement initiatives with expertise in analyzing service data and providing structured recommendations.
Multilingual Communication
Native French speaker with fluent English skills and experience in translation, copy writing, and localization between English and French.
Microsoft Office Suite
Proficiency in MS Project, Excel, Access, Words, PowerPoint, Outlook and Internet Search Tools.
Business Software
Experience with SAP, Smart cloud Zendesk, and CSAT tools for business operations and customer service management.
HR Process Management
Experience in handling HR delivery processes including payroll, employee data management, and recruitment of staff.
Change Management
Leading change management efforts around controls adoption, measuring progress, and designing specific interventions for leaders.
Languages
EnglishFluentFrenchNative speaker
Project history
Managed a team of Customer Care Specialists, focusing on quality standards, performance improvement, and team engagement. Collaborated with HR for recruitment and training, while ensuring effective communication with customers and stakeholders.
Conducted business process evaluation to identify improvement opportunities, designed process controls, and managed quality improvement projects. Analyzed service data, provided recommendations, and conducted coaching sessions for service quality enhancement.
Handled customer service for HR processes, educated employees on client processes, and ensured accurate documentation. Managed multiple HR processes including payroll and employee data, while training junior staff and participating in recruitment.