Greater Montreal Metropolitan Area
Work is being rewritten before our eyes. AI is not a tool we “adopt”. It is a force reshaping how organizations operate, how people create value, and even what it means to have meaningful work. We know the numbers: 70% of transformation projects fail. With AI, the stakes are even higher. The gap between winners and losers is widening brutally: some organizations will unlock resilience and growth, others will fall behind, and some will simply disappear. But the impact goes beyond balance sheets. The way we adopt AI today will determine the kind of society we live in tomorrow. •Will we build workplaces where humans and AI elevate each other? •Or will we create a future where work disappears, and meaning is lost? Technology does not define how work will be organized. We do. We should not see it, neither as a thread, nor as a magic wand. It is only a tool that can help amplify human potential, reduce waste and bureaucracy, increase efficiencies and build organizations where people thrive. That’s the future I build everyday. - With Prométhée Consultants, I work with leaders in regulated industries, turn AI-powered customer experience into growth, resilience, and competitive edge. - With Optimisation+, I help organizations eliminate administrative drag, and unlock efficiency leaders didn’t think was possible with AI agents. Over the past 20 years, I’ve seen what works and what fails. From ERP and CRM deployments that reshaped operations, to transforming customer experience for 20,000+ employees at TD and National Bank, I’ve learned this: • Don’t be a victim. Build the future on your terms, one smart step at a time. • Don’t chase technology. Shape it around your people and goals. • Don’t play small. The AI era rewards bold moves, not safe bets. The future of work won’t wait for you, but with the right vision, you can own it. Let’s build it together.
Prométhée offers consulting services in customer experience to help you: • Innovate and mitigate risks in your technology projects (Technology Consulting Services) • Optimize your operational performance (Business Solutions – with flair) • Maximize the customer experience (Client Solutions – for outstanding interactions) • Increase retention and team engagement (Talent Solutions – for engagement) With Prométhée, you benefit from: • Specialized expertise, in French and English • A personalized and flexible approach • A trusted extension of your team The Prométhée Difference Founded in 2019, we have been advocating for more customer-centric and collaborative organizations. Our purpose: To unlock the human potential of organizations, enabling everyone to be their best self. The future is ahead. Let’s explore together what that means for you.
Artificial intelligence is here. And it’s moving fast. But in many companies… 📌 No one knows where to start 📌 There are concerns about data security 📌 People wonder if it’s really worth the investment Optimisation + helps Quebec businesses regain control of their digital tools and get ahead with AI. Optimisation + team supports you to: ✅ Activate Copilot quickly and save 1 hour per week per employee ✅ Secure your data and train your teams to communicate effectively with AI ✅ Automate repetitive tasks to free up creativity ✅ Strengthen your digital collaboration foundations with Microsoft 365 (Teams, SharePoint, OneDrive, etc.) Its clients are Quebec companies that want to: 🔹 Accelerate with AI—without losing their people 🔹 Modernize how they work while avoiding costly mistakes 🔹 Create more value with less friction 📧 Contact us at [email protected]. You don’t have to do it alone. 👉 Visit our website: optimisationplus.com
Today, most of us don’t want to go to a branch for our banking. With this in mind, I led the implementation of an omni-channel strategy, driving the best client retention rates in the last 4 years for the largest portfolio of the bank. What I am most proud of so far: •I led the migration of the mortgage renewal portfolio to the phone channel, driving record renewal rates and improved Customer Experience scores. Hiring and developing great leaders to support, engaging our people in improving the process and focusing on the Customer experience were what had the biggest impact. • I led the creation of a new Virtual Financing Centre by consolidating teams (150 FTE) to provide phone and digital service on financing needs. The change fueled higher employee expertise, which naturally turned into better Customer experiences and higher sales at lower cost. A win for the employee, a win for the clients and a win for the business!
In this role, I have assembled and led a fantastic team of individuals to deliver on our CEO’s ask: to win back the hearts and minds of our 20,000 branch employees in Canada around the Customer. The team delivered the best Customer Experience results in 5 years through strategic changes: • A brand-new Customer Experience model for TD Canada Trust, evolving the brand from Convenience to Confidence • New digital survey providing twice as much Customer feedback, at a third of the cost, on time (the dream of any project manager!) • A revamp of the compensation & recognition models that drove consistent Customer Experience and YoY improvements To get a better feeling of this journey, click on the pictures attached below.
Willing to increase my impact to the next level, I took on a one year contract role to lead strategic projects. It included workforce management projects that redefined branch roles using innovative models (Universal Banker, Community Banker) in order to increasing workforce flexibility within the retail network.
To challenge myself in leading complex change on my own, I successfully transitioned in 2010 to a back-office operation site in Montreal, assuming the role of Manager Operations before getting promoted to Unit Leader in December 2010. Under my leadership, the team of 100+ FTE delivered superior results in all areas of the business (Net promoter Scores, SLAs, Productivity, FTE, etc) while implementing several strategic initiatives, including off-shoring, restructuring and automation. At the same time that we were improving processes and operations, employee morale improved by 15%. In 2012, the site was considered one of the top performing sites within TD operations, a huge improvement compared to 2010. The team outperformed its peers in performance by improving operations with 6 sigma and implementing new Operations Management Principles (See video on AOM below).