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Chantal Gadoury

@chantalgadoury

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Experienced Manager in Customer Service and Operations.

Canada

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What I'm looking for

I am looking for a role that values strategic leadership and operational excellence, with opportunities for professional growth.

I am a dedicated and results-driven professional with extensive experience in customer service and operations management. Over the past 15 years, I have honed my skills in talent acquisition, quality assurance, and process optimization, contributing to strategic projects that have led to significant cost reductions and improved operational efficiency. My bilingual proficiency in French and English allows me to communicate effectively in diverse environments, ensuring that both internal and external stakeholders are aligned and informed.

In my most recent role as a Talent Acquisition Manager at Bell Business Services, I successfully managed recruitment across various business units, leading a team focused on talent acquisition and employee development. I have a proven track record of redesigning recruitment policies and managing compliance with collective agreements, which has streamlined processes and enhanced team performance. My ability to coordinate with suppliers and manage technical teams has been instrumental in overseeing critical communication and maintenance operations, particularly in high-pressure contexts.

Experience

Work history, roles, and key accomplishments

Talent Acquisition Manager

Bell Business Services

Jul 2019 - Nov 2024 (5 years 4 months)

Managed recruitment across all Bell Business units for non-management levels. Led a team focused on talent acquisition, providing training and support. Ensured compliance with collective agreements and redesigned recruitment policies. Developed budgets and created indicators for efficient staff recruitment.

Talent Acquisition Team Management Policy Development Budget Management Compliance Training Communication Process Optimization

Chef d’équipe centre d’assistance

Bell Mobilité Radio

Apr 2018 - Nov 2024 (6 years 7 months)

Gestion et traitement d’installation et maintenance d’équipement de communication pour des services critiques. Coordination avec les fournisseurs et gestion des équipes techniques. Formation des nouveaux employés et mise à jour des documents de formation.

Communication

Radio Team Management

Bell Mobility

May 2018 - Jul 2019 (1 year 2 months)

Oversaw installation and maintenance of communication equipment for emergency services. Coordinated with suppliers and managed special cases. Conducted audits on customer service quality and trained new employees.

Project Management Supplier Management Training Quality Assurance Customer Service Incident Management Technical Support

Gestionnaire de Centre de Control

Bell Mobilité Radio

Jun 2011 - Apr 2018 (6 years 10 months)

Gestion des plaintes d’installation et coordination avec les fournisseurs. Supervision des communications internes et externes, ainsi que de la qualité des services. Formation continue des employés et gestion des horaires.

Communication Employment

Collections Agent

Household Finance

Oct 2017 - Nov 2017 (1 month)

Managed collections for commercial and individual accounts. Utilized negotiation skills to recover debts while maintaining customer relationships.

Negotiation Account Management Communication Problem Solving

Helpdesk Representative

Bell BDI / Mobility

Sep 2017 - Oct 2017 (1 month)

Provided customer support and sales assistance. Handled inquiries and resolved issues for clients, ensuring high levels of customer satisfaction.

Customer Support Problem Solving Communication Technical Support

Gestionnaire, Exploitation services extérieurs

Bell Télé Express Vu

Feb 2006 - Jun 2011 (5 years 4 months)

Responsable de la supervision des techniciens d'installations et de la gestion des escalations. Communication et formation des entreprises d'installations sur les nouveautés et procédures.

Communication

Agent de recouvrement

Household finance

Gestion des comptes commerciaux et individuels, en assurant le recouvrement des créances et la communication avec les clients.

Communication

Représentante bureau d’aide SOS

BDI / Mobilité

Conseillère en vente et service à la clientèle, offrant un soutien aux clients internes et gérant les demandes de service.

Client Servicing Communication Client Services Coordination

Control Center Manager

Bell

Jun 2011 - Apr 2019 (7 years 10 months)

Directed installation complaints and managed quality assurance, training, and scheduling for unionized employees. Handled escalations and coordinated with suppliers to resolve issues. Implemented process changes and conducted quality audits.

Complaint Handling Quality Assurance Training Scheduling Process Improvement Communication Team Leadership Escalation Management

Satellite TV Operations Manager

Bell Satellite TV

Feb 2006 - Jan 2011 (4 years 11 months)

Managed installation companies for Bell TV ExpressVu. Supervised technicians and resolved escalations. Developed training procedures and coordinated communication between teams.

Technician Supervision Training Development Communication Quality Control

Education

Degrees, certifications, and relevant coursework

Institut Nicole Breton Inc.

Secrétaire / Hygiéniste dentaire, Hygiène dentaire

Formation académique en tant que secrétaire/hygiéniste dentaire, acquérant des compétences essentielles dans le domaine de la santé dentaire et de l'administration.