Sebastien Cadieux

Client service manager II @ TELUS

About

Client-focused and results-driven professional with expertise in managing relationships, delivering high-quality service, and driving business growth. Skilled in project oversight, issue resolution, and cross-functional collaboration to ensure client satisfaction and retention. Proven ability to identify growth opportunities and contribute to client service strategies. An effective communicator in both English and French, able to exercise discretion while meeting corporate goals.

Country

Canada

City

Montreal

Industry

Telecommunications

Skill

Account Management, Customer Relationship Management (CRM), Customer Experience, Telecommunications, Call Centers, Strategic Planning, Customer Satisfaction, Performance Management, Customer Retention, Wireless, Mobile Devices, Contact Centers, Project Management, Wireless Technologies, Salesforce.com, Team Leadership, Coaching, Customer Service, Teamwork, Team Building

Experience

Client service manager II

TELUS

2024-4 - Present · 2 yrs 6 mos

Montreal, QC

• Act as the primary point of contact for assigned enterprise clients, maintaining ongoing communication. • Monitor service delivery to ensure alignment with client expectations and contract terms. • Respond promptly to client inquiries, concerns, or issues, and coordinate resolutions. • Manage project timelines, milestones, and deliverables in collaboration with internal teams. • Conduct regular check-ins or governance meetings with clients to review performance and satisfaction. • Identify upsell or cross-sell opportunities and collaborate with sales teams to pursue them. • Prepare and deliver client reports, presentations, or performance reviews. • Track key performance metrics (e.g., SLAs, satisfaction scores) to assess service quality. • Coordinate with internal departments (e.g., operations, product, support) to meet client needs. • Support contract renewals and ensure client retention.

Client Service Manager

GoCo by TELUS

2021-3 - 2024-4 · 3 yrs 2 mos

Montreal, Quebec, Canada

Corporate Account, Rogers for Business (R4B)

Rogers Communications

2015-8 - 2020-11 · 5 yrs 4 mos

Montréal, QC, Canada

•Managed & handled all aspects of large corporate accounts •Own entire corporate customer experience; account maintenance (audit), billing, escalations, and retention of high value accounts •Conduct in-depth assessment and present quarterly based reviews (QBR) to ensure Rogers products and services are tailored to specific corporate customers •Proactive in identifying revenue and retention opportunities •Interact with other departments or business partners to coordinate specific client needs •Provide a comprehensive training on self-serve tools and custom reporting

Business High Value, Business Service Delivery (BSD)

Rogers Communications

2013-1 - 2015-8 · 2 yrs 8 mos

Montreal, Quebec

•Identify customer needs •Taking full ownership and provide resolution •Create business relationships to further improved the overall customer satisfaction •Sale of phones and Internet Solutions •Account maintenance & billing

Manager Business Customer Relations (interim)

Rogers Communications

2011 - 2013 · 2 yrs

Montreal, Canada Area

Coach and develop a team of senior consultants in achieving established goals and results Ensure high level of team motivation and employee engagement Analyze reports to evaluate team performance and set improvement action plans Prepare and report operational achievements and progress on a regular basis including statistical Collaborate with internal/external groups to proactively retain our customer base and mitigate churn risks