Greater Montreal Metropolitan Area
For over 20 years, I've sat at the intersection of technology and people — building the systems, processes, and data pipelines that make customer experience run smoothly behind the scenes. What started as technical support and network sales evolved into a full-stack CX operations role: designing client service portals, writing automation macros, consolidating customer data, and translating raw insights into decisions that actually move the needle for e-commerce and telecom teams. At Accell Telesystemes, I own the end-to-end technical support ecosystem for our clients. I architect the rules and macros that power our customer service portal, maintain and optimize our FAQ knowledge base, identify efficiency opportunities across the support funnel, and communicate directly with e-commerce teams to improve customer retention. My background spans Level 2 technical support, corporate B2B sales, project management, web content, and event communications — which means I don't just analyze data, I understand the operational context behind it. I also hold an ITIL V3 certification and Microsoft Certified Professional designation, and I'm currently completing my AWS AI Practitioner certification (Udemy, 2025).
• Architected and maintained the customer service portal infrastructure — designing automation macros, rules, and workflows that reduced manual ticket handling and accelerated resolution times • Consolidated and analyzed multi-source customer data to surface retention risks and service gaps; communicated findings directly to e-commerce stakeholders to drive corrective action • Authored and maintained the client-facing FAQ and knowledge base, ensuring documentation accuracy across product updates and policy changes — decreasing repeat inquiry volume • Designed and enforced customer policy frameworks, translating business requirements into operational guidelines adopted across support teams • Identified process inefficiencies across the support funnel and implemented best-practice solutions, contributing to measurable improvements in client satisfaction (CSAT) scores • Provided Level 2 technical escalation support, resolving complex client issues and mentoring front-line agents on technical resolution procedures
• Photographed 7+ years of equestrian sporting competitions across Quebec; managed on-site print kiosks and handled direct client sales
• Sold internet services and specialized networking equipment to corporate clients, managing the full B2B sales cycle from prospecting to close • Managed purchasing and inventory management for technical equipment, maintaining stock levels aligned with sales forecasts and client demand