I am a graduate of HEC Montréal (BBA, with a specialization in marketing) and CCXP Certified from CXPA. 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 career started before I knew it! Beginning as a customer service agent in a call center, I progressed within Canadian service companies (Telco; Bank) where I contributed to major projects in loyalty program management, redesign and termination; deployment of distribution channels (transactional websites, chat support), creation of grassroot marketing initiatives; managing dissatisfaction (complaints, relations with the Ombudsman); building VoC programs and leading the organization in its customer-centric transformation. This career path could only lead me to the active 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!!