Profile

VP Customer Experience,
Leger

Contact Details

Leger
Montréal, QC

Bio

A graduated of HEC Montréal (BBA, with a specialization in marketing) and CCXP Certified from CXPA, I joined Leger in February 2020 to develop the Leger MetriCX customer experience consulting practice. Results-oriented, I am recognized for translating strategic vision into operational-tactical impacts, and for rethinking processes to optimize the employee and customer omnichannel experience in acquisition and retention activities.

My CX carreer started before I knew it! Beginning as a customer service agent in a call centre, I progressed within pan-Canadian service companies where I contributed to major projects in loyalty program management and redesign, deployment of distribution channels (transactional sites, chat), creation of grassroot marketing initiatives and managing dissatisfaction (complaints, relations with the Ombudsman). This career path could only lead me to the Customer Experience (CX) professional that I am today!

Outside of work, I love being outdoors! Whether it be to walk, hike, play golf, enjoy the beach or skiing and snowshoeing during our cold winters!!

Industry

  • Other

Job History

Leger
VP, Customer experience
Montreal, QC, Canada
February 2020 - present

Humania BPO
VP, Customer experience
Laval, QC, Canada
January 2017 - January 2020

Laurentian Bank
Senior Director, Customer experience
Montreal, QC, Canada
November 2009 - October 2016

Bell Canada
Associate Director, Marketing
Montreal, QC, Canada
September 1994 - November 2009

Designation

  • CCXP