BLBengie Léger
@bengielger
Customer Experience Manager driving compliance, efficiency, and high customer satisfaction.
CanadaWhat I'm looking for
I am an experienced Customer Experience Manager with a strong background in the financial sector, focused on team leadership, regulatory compliance, and process improvement. At HSBC Canada I led compliance assessments, established controls for FCAC requirements, and developed performance indicators to monitor regulatory adherence.
I have hands-on operational experience as a Customer Service Agent and Supervisor, where I trained and supported agents, implemented call management best practices, and achieved strong KPI results and high NPS scores. I drive corrective actions, improve claims management processes, and assist leadership with monthly and quarterly reporting.
I bring strengths in communication, intercultural relations, privacy awareness, and analytical problem solving, and I am committed to improving customer satisfaction while minimizing regulatory risk and operational inefficiency.
Experience
Work history, roles, and key accomplishments
Customer Experience Manager
HSBC Canada
Jul 2021 - Nov 2024 (3 years 4 months)
Led compliance and complaints-management improvements, establishing controls and KPIs to meet FCAC requirements and reduce regulatory risk; trained departments and supported monthly/quarterly reporting.
Customer Service Supervisor
HSBC Canada
Jun 2019 - Jun 2021 (2 years)
Supervised and coached an 8-person team to achieve 80% KPI success, maintained a 25% escalation rate and helped deliver a 90% customer satisfaction (NPS) through process improvements and agent training.
Education
Degrees, certifications, and relevant coursework
365 Financial Analyst (Investment Analyst Certificate)
Certificate, Investment Analysis
2025 - 2025
Investment Analyst certificate awarded by 365 Financial Analyst in December 2025.
365 Financial Analyst (Investment Banker Certificate)
Certificate, Investment Banking
2025 - 2025
Investment Banker certificate awarded by 365 Financial Analyst in November 2025.
Morissette Entrepreneurship (The Founders Journey)
Certificate, Entrepreneurship
2024 - 2024
Completed The Founders Journey entrepreneurial program in June 2024.
Desautels Faculty of Management, McGill University
Certificate, Personal Finance
2024 - 2024
Completed a short Personal Finance program at Desautels Faculty of Management in April–May 2024.
Gabrielle Roy Center
2014 - 2014
Short-term program attended at Gabrielle Roy Center in Montreal between September and December 2014.
Benllisoft (DEP Web Programming)
DEP Web Programming, Web Programming
2013 - 2014
Completed DEP Web Programming training at Benllisoft in Caracas from 2013 to 2014.
Calixa-Lavallée Polyvalente
High School Diploma, Secondary Education
2006 - 2010
Secondary education completed at Calixa-Lavallée Polyvalente in Montreal from 2006 to 2010.
Availability
Location
CanadaAuthorized to work in
Job categories
Skills
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