Vincent Poirier

- Purposefully reworked and automated several documents to vastly improve efficiency and improve consistency. - Organized, led and followed through on SOC Framework metrics as agreed upon with the union. - - Automated the generation of metrics and prepared monthly reports for the union. - Prepared and updated the project charter for the Hospital Offload delay rework. Led meetings with the working group in preparation for this project. - Gathered and updated metric data for the Quality and Safety Report as well the BCEHS dashboard on a monthly basis. - Created the evaluation framework for several projects

Key contributor to the Retail Operations Department, working within a small highly technical team of Tier 2 support, supporting over 850+ retail locations across Canada. Directly reported to the Manager of Operational Support, in charge of quickly resolving escalated issues, closely working with various inter-departments. - Strategically improved and automated multiple manual data entry excel sheets using userforms, macros, MS automate and forms, efforts resulted in a significant boost in team productivity and performance functionality. - Worked with Marketing to update all online content, accurately entering operational-level information such as flagship store closures, new locations, store general information, and marketing images. - Tasked to manage online listings. Due to the suddenness of COVID-19, closely worked with an external vendor to close over 700 retail stores online and developed the initial draft of possible re-opening/re-closing protocols to support operations. - Created excel macros and a userform for generating accurate Dealer Codes, efforts eliminated critical errors, supporting store-level selling ability, commission payments, and cut generation timeframes. - Developed the policies, procedures, and strategic plan for a new Corporate Management Tech Program, equipping 150+ Retail Store Managers with company supplied wireless devices, efforts secured a professional tech-savvy image to consumers. - Uncovered a critical customer financing process inconsistency due to a system limitation, worked with inter-departments on an optimal technical resolution, resulting in a consistent, improved customer service and device management. - Reputed as the Technical Team Expert, conducting preventative planning, root cause analysis, and resolution. - Single-handedly caught an influx of missing customer credits that were to be applied by the system automatically, worked with IT and governance to full resolution, successfully capturing all total credits.

Integral member of the CARE department, cross-functionally supporting the Rogers HR Team. Took on this agent-facing role, supporting management and corporate objectives, and enforcing Absenteeism rules in-house. Worked in the newly created program formed to tackle internal absenteeism issues and chronic sick/illness leaves. Closely managed all administration for Management Teams, tracking agent sick time to National Call Centres (totalling 3k employees), and drafting reports to guide leadership discussions and critical workforce-related decisions. Worked with the primary function to terminate and/or eliminate legal issues. Liaised with third party insurance/health care providers to prove sick/illness leave justification, reviewing documents, determining legitimacy to support WSIB compensation and back pay. - Significantly improved documentation efficiency and cut redundancy by automating quarterly absentee letters. - Innovated a tracking system within Excel to reduce errors and ensure consistency across the quarterly program. - Joined HR and Management in creating next steps for individuals repeatedly in the Absenteeism Program. - Worked with payroll to generate and issue manual payments.

Promoted after years of outstanding service as a Customer Service Representative, hand-selected by Management to take on a more senior role. Managed a Customer Service Team, comprised of 20+ front-line Representatives, heavily involved in onboarding, training, and mentoring new hires. Took on a supportive management style, motivating agent performance, and building team cohesiveness by organizing inter-departmental challenges and events. - Facilitated staff meetings sharing internal changes, compiling staff feedback, and reviewing best service practices. - Built employee confidence by delivering one-on-one coaching, mentorship, and job shadowing opportunities.

• Provided cell phone technical support, customer service general inquiries, customer loyalty and retention, billing support, retail help support, internal assistance support and customer escalations • Resolving issues as efficiently as possible to meet company standards

• Worked with pharmacy staff to optimize workflow • Microsoft SQL database troubleshooting, repairing and maintaining • Trained pharmacy staff and new employees on specialized pharmaceutical robotics • Equipment calibration • Onsite and phone support • Testing and repairing the interface between the PharmASSIST software and the pharmacy management system • Working at trade shows showcasing the hardware and software

• Manage 10+ sales representatives • Resolve customer disputes • Manage store inventory including full audits • Trained new staff

• Onsite service to customers with computer issues • Managed and setup small networks of up to 25 computers • Troubleshooting and repairing of Microsoft Access databases • New franchise network and computer setup

• Placed bulk orders to be distributed among 8 stores • Researched and sought out new relationships for new products • Attended trade shows to learn about new products • Worked with vendors to obtain better pricing

• Helped build custom computers for customers based on their needs • Offered and upsold extended warranties • Ensured positive experiences so customers would return