Samuel Seguin

Information technology, project management, customer experience success and relationships, problem analysis and resolution, crisis management, compensation analysis and recommendation, post mortem, web marketing, process analysis and deployment, training and mentoring. My last role involved managing the operations of the Customer Experiences department (Customer Support Agents, technical support, creative services, customer support and administration) and facilitating the operations of the department with other departments (sales, development, finance, marketing). I also held the role of expert to refer to regarding processes and best practices. My mother tongues are French and English and I am fluent in Mandarin Chinese. I am known to be a good communicator, good at vulgarazing complex topics and an excellent diplomat and facilitator. • Management of operations in the field of information technology. • Employee management (direct reports) • Customer relationship management. • Facilitator and coordinator. • Project management. • Process analysis and improvement. • Strong experience in analysis and problem solving skills. • Strong experience in customer relations. Skills: • Project management • Operational strategy and implementation. • Establishment of capacity plan. • Development, implementation, analysis and optimization of processes. • Crisis and emergency management. • Recruitment, hiring, handling, training, supervision, performance management, attendance management, productivity review, bi-annual and annual review. • Supervision of several multidisciplinary teams (call center agents, technical support technicians, administrative agents, web designer and developer, proofreaders, quality control specialists, graphic designer, team leader). Teams varying from 20 to 45 people, working locally and remotely. • Excellent sense of organization and attention to details. • Able to work alone, in a team and to manage several situations concurrently in a fast changing environment and involving several teams. • Excellent problem solving skills, fast and accurate. Ease of establishing and evaluating cause and effect. • Flexible, with a sense of initiative, dedicated to his work and his team, able to work without supervision. • Good business sense.