Rafael Giguere: DIRECTOR in Repentigny, QC

TEAM STRUCTURE ? Directly supervise 9 Managers, oversee the frontline team of approximately 540 reports (including 30 Supervisors) and 55 dotted-line reports (WFM, Developers, QA, Help Desk and Clinical staff) ? Responsibility of 9 Sites: US (Chicago, Bloomington), CANADA (Toronto, Montreal, Ottawa, Vancouver, Quebec, Regina), IRELAND (Dublin) WORKFORCE MANAGEMENT ? Ensure the delivery of yearly, monthly, daily and intra-day omni-channel forecast (Inbound, Outbound, Phone, LiveChat, Emails and TTY) and Staff Scheduling according to various simulation modeling methods and platforms (Teleopti, Community and IEX) ? Ensure ongoing accuracy of volumes (~2.5 million interactions yearly), assumptions and projected SLAs (Service Levels, Abandon%, Int/Ext Shrink%, Occupancy%, Attendance, Schedule compliance, etc..) ? Lead Executive team reviews with regards to Volume forecasts, Capacity/Resource planning and Scheduling trends for ongoing budgetary exercises and client experience meetings. ? Develop long term contingency plans and perform Root Cause Analysis (RCA) on Service Level misses and forecast variances and develop appropriate action plan and future process improvements to eliminate the error margin. ? Establish hermetic Real-Time Monitoring team and processes to track top business KPIs and SLAs according to expected targets and trigger intra-day adjustments to course correct. REPORTING & BI ? Build Databases along with relevant relation tables, queries, scripts and ETL process as a foundation to the departments reporting & BI requirements ? Create series of automatic reports for all departments (Interval, Daily, Weekly, Monthly, Yearly, Productivity, Business SLAs, QA, Financial, etc ) along with multiple real-time alerts & triggers to optimize monitoring of our business KPIs. QUALITY & PROCESS IMPROVEMENT ? Implementation of Quality assessment processes (Scorecard, Call Scripts, CSAT surveys, Complaint Process, QA Reports including Net Easy and NPS Scores) ? Ongoing revision of Quality Targets, implementation of 360 degree calibration process and feedback loop across all Quality oriented processes. ? Coaching & Training of Speech analytics functionality and capabilities to improve various key business drivers (improve FCR and process flow, reduce AHT and complaints, increase productivity) ? Maintain and update our corporate knowledge Base for various Operating policies TECHNOLOGY ? Ongoing identification of modernization opportunities in collaboration with the technology team. ? Creation and execution of technology innovation roadmap involving: ACD, IVR, CTI, AI, RPA, QA/Speech Analytics and WFM platforms. ? Setup of Business intelligence platform and advanced contact center analytics (PowerBI, Domo, SAP Business Object) ? Advanced configuration of Omni channel routing through Avaya and Amazon Connect (Intelligent routing, priority routing, Skill-based routing, Location-based routing) OPERATIONS ? Direct Ownership of 19M in Budget pledge with ongoing Contribution Margin and EBITDA objectives. Financial Management Platform used: Advantage Insights. ? Create multi-year strategic roadmaps that focus on a consistent client experience while driving cross-channel demand with a focus on revenue growth and cost reduction opportunities ? Lead contact center related Merger & Acquisition projects ? Oversight of day-to-day operations, frontline target setting and departmental goals for all contact center operations along with performance management process and agent lifecycle (through MBO concepts). ? Revamp of recruiting process to ensure right employee DNA is targeted. Establish candidate scores and calibration to structure and ensure feedback loop is in place to continuously improve the candidate scoring accuracy and alignment with the organization's standards (Candidate and Employee score based on: Psychometric & Aptitude tests, language and technology assessment and post hire performance metrics). ? Responsible for directing and supporting site leaders in the service delivery operations, the attainment of business SLAs and KPIs as well as financial and qualitative objectives. ? Implementation of continual Development programs for agents and management personnel such as robust nesting/transition programs, ongoing software training, product knowledge, leadership skills and management skill

TEAM STRUCTURE ? Directly supervise 2 Managers, oversee the frontline team of approximately 140 reports ? Responsibility of 2 Sites: Toronto, Montreal ? Ownership of the relationship with 15 blue-chip clients representing a variety of sectors (Bank, Utility, Telco and Government Entities) BUSINESS DEVELOPMENT ? Active Sales lead for the New business Sector Division involving attending networking events, conferences, industry summits. ? RFP Writer and Coordinator for all the organizations RFPs OPERATIONS ? Manage the teams Profitability through various cost control action plans. ? Review business KPIs regularly to ensure client and company KPIs are met ? Established a Quality Assurance structure to enhance performance & revenue ? Implement Collection and Inventory Management Strategies ? Conduct Monthly, Quarterly and Yearly Business Reviews with our partners to communicate scorecard successes and challenges. ACHIEVEMENT ? Successfully led the M&A project of integrated the newly acquired business from iQor to Nordia's environment including Hardware, software, staffing resources and existing client relationships. ? Led the RFP motion for one of Canada's largest Post & Mail organization up to contract award (80 Million$ Contract over 4 years).

TEAM STRUCTURE ? Reporting workforce in excess of 300 Agents / 16 Team Managers / 15 Supports (Includes Quality, Training, Recruiting and WFM resources) ? Responsibility of 2 Sites: Toronto, Montreal ? Ownership of the relationship with 35 blue-chip clients representing a variety of sectors (Retail, Bank, Utility, Telco, Health and Government Entities) ? Managed Inbound, Outbound, Chat and SMS Teams for 4 main Call Types - Credit & Collections (1st party and 3rd party), Customer Service, Technical Support and Sales. WORKFORCE MANAGEMENT ? Ensure the delivery of yearly, monthly, daily and intra-day omni-channel forecast (Inbound, Outbound, Chat and SMS) and Staff Scheduling according to various simulation modeling methods and platforms ? Ensure ongoing accuracy of volumes (~1.8 million interactions yearly), assumptions and projected SLAs (Service Levels, Abandon%, Int/Ext Shrink%, Occupancy%, Attendance, Schedule compliance, etc..) ? Lead Executive team reviews with regards to Volume forecasts, Capacity/Resource planning and Scheduling trends for ongoing budgetary exercises and client experience meetings. ? Develop long term contingency plans and perform Root Cause Analysis (RCA) on Service Level misses and forecast variances and develop appropriate action plan and future process improvements to eliminate the error margin. OPERATIONS ? Conduct Quarterly and Yearly Business Reviews to our partners to communicate successes and challenges, consistently working to find on-the-spot solutions to improve overall productivity. ? Build, analyze and deliver periodic daily reports and analysis to clients ? Plan and Implement advanced Collection strategies to increase client recovery rates and maintain #1 ranking. ? Cross-train agents on various client Contact types to minimize the impact of natural load factors; absenteeism, shrinkage, offline and attrition. ? Establish a quality control team to monitor daily performance through iQor's proprietary QA & Speech Analytics platform. ? Manage all program budgets & pledges, ensuring profitability and cost control through recurrent P&L review with our executives. ? Lead workforce management specialists in analyzing historical data & trends to optimize agent scheduling efficiency, while minimizing human resource shortages. ? Review operating statistics regularly to ensure client and company 'Key performance indicators' are met; handling times, abandon rates, service levels. COMPLIANCE ? Collaborate with the Compliance department to ensure compliance proper financial Institution Collection regulations, laws and practices in accordance with the Fair Debt Collection Practices Act. BUSINESS DEVELOPMENT ? RFP Writer and Coordinator for over 15 RFPs in various sectors (Health, Hospital, Retail, Banking Financial and Insurance, Utility, Telco and Government Entities ACHEIVEMENT ? Successfully onboarded and project managed 6 Large Client Launches from 2007 to 2016 from 50 to 300 FTEs, in multiple sites, time zones and languages while meeting client SLA Schedule and overall business objectives and timelines. ? Launched a cost reduction Initiative to reduce staffing costs by utilizing agent idle time to redistribute tasks and maximize efficiency - direct cost savings were $1,000,000 over 2015.

? Self-employed and owner Excel Q Consulting. ? Corporate, Private Excel Tutoring and Corporate Courses (V.2007 to 2013) ? Integral Excel Application & spreadsheet Development ? Modification & Editing of existing Excel spreadsheets

? Accounts receivable and Acquisition representative for Bell's Wireless services ? Assist Consumers & Small businesses with collection, billing, and purchase inquiries. ? Help Desk Support Member: Treating consumer Escalations, Supporting internal team of agents over judgment calls & questions. ? Achievement: Was selected out of 125 Online Agents to assist in the Launch of the collection program as a Quality ambassador supporting vendor operations. TECHNOLOGY & SOFTWARE SKILLS ? Advanced Knowledge of Microsoft Office Suite (VBA, Excel, VBA, Access, PowerPoint, Outlook, Visio) ? Operating systems (Windows, Linux, MSDOS) ? Understanding of Programming IDEs (Visual Basic, HTML, SQL) ? Workforce management & QA Platforms (Calabrio Teleopti, Verint, Playvox, NICE, Community, Aspect) ? CRM and Case management Systems (Zoho, Salesforce, ZenDesk, NM1, Symphoni, HubSpot) ? Telephony, ACD and Cloud Omnichannel Platform (Five9, Genesys, ZenDesk, InContact, Avaya, Amazon Connect, TCN, Thrio)