Dominique Henri

2006-2008 Client loyalty sales team

Inbound sales for mobility products

2008-2012 Channel Care support

Inbound calls from dealers who require assistance with system issues, support regarding knowledge of products or promotions and credit check analysis and approval.

2012-2016 Tutor for the Channel Care Support team

Collaboration with various stakeholders in order to solve system and access issues for Team members, both onshore and offshore.

Implementing a new process with CE onboarding to ensure proper roles and accesses granted during agent onboarding.

Tracking analysis, providing Team leaders feedback and recommendations on agents performance concerns.

Created and delivered content to new group when transitioning to Service made easy (Koodo Mobile)

Facilitated the return to work program after agent came back to work after a long period of time.

Acting manager, replacing Team leaders on multiple occasions.

Switch Gear graduate ( coaching )

Queue data analysis and various adhoc requests

2016-2024 National Helpdesk II- PAC

Created and delivered content to the Help desk team members when service made easy came along and Channel Care support was now been added to the numerous tasks of National Helpdesk.

Created custom support for Retail partners by engaging Retail leaders in a biweekly meeting supported by subject matter experts. This allowed for faster resolutions on in store and call center problems.

Became an author for our internal system library. Focusing on content creation, translation and updates.

Assisted BA's with various data analysis on multiple occasions; Compliance , quality check, tracking and data verification.

CARAT team agent, department which consist in analyzing large business and corporate accounts for solvability. Credit assessment, verifying if a business was fraudulent, assessing deposits if required based on credit bureau results. Investigating on the federal and provincial level the risk assessment for each request.

Inbound sales via Chat.

From BELL's website client would request assistance to learn about products and services available to start their business. Offering a multitude of services such as Internet and phone systems. We would place orders and schedule installations. Chats were available in English only and for the province of Ontario. Teleperformance Canada was a third party vendor of Bell Canada.

Organized racks and shelves to maintain store visual appeal, engage customers, and promote specific merchandise.

Handled cash transactions efficiently while adhering to company cash handling policies, ensuring accuracy in all financial exchanges.

Built relationships with customers to encourage repeat business.

Managed returns, exchanges and refunds in accordance with store policy.

Reviewing commission reports and schedules. Opening and closing store.