Geneviève Gravel
Summary
Accomplished leader with a proven track record at EssilorLuxottica, enhancing team productivity and customer satisfaction through strategic planning and cross-functional collaboration. Excelled in talent development and organizational improvement, achieving significant member retention and engagement.
Proactive and goal-oriented with excellent time management and problem-solving skills. Known for reliability, adaptability, collaborative approach and commitment to excellence. with swift capacity to learn and apply new skills. Committed to leveraging these qualities to drive team success and contribute to organizational growth.
Overview
19
19
years of professional experience
Work History
Membership Lead - ELWN
EssilorLuxottica
12.2023 - Current
- Plan and host our quarterly Membership meeting, focused on topics such as Mental Health and Women's equality.
- Develop and executed events to foster community engagement, resulting in increased member satisfaction and participation.
- Served as the primary point of contact for all membership inquiries, providing exceptional customer service and timely responses to questions or concerns.
- Increased member retention by implementing targeted outreach strategies and maintaining strong relationships with members.
- Organized networking events tailored specifically for members'' interests, fostering connections among individuals within the organization''s community.
Senior Manager Customer Experience Canada
EssilorLuxottica
05.2021 - Current
- Provide strong leadership to enhance team productivity and engagement
- Establish strong relationships with clients and stakeholders, ensuring long-term partnerships and repeat business.
- Manage a team of 75+ employees, providing leadership and direction to achieve company goal
- Improve team performance by providing comprehensive training and fostering a collaborative work environment.
- Collaborate closely with peers from other departments to drive organizational success jointly as one cohesive unit.
- Reduce costs, optimize resource allocation, and improved efficiency in managing projects.
- Manage large-scale projects and introduce new systems, tools, and processes to achieve challenging objectives.
- Mentor junior staff members for skill development and career progression within the organization.
- Implement and developed operational standards, policies and procedures.
- Demonstrate exceptional adaptability in navigating complex situations or rapidly changing environments with ease.
National Manager Customer Experience - ECP
Essilor Canada
06.2018 - 05.2021
- Managed, supported and grew business relationships with existing accounts and developed strategies to increase sales and revenue.
- Identified profitable business leads and built pipeline of prospective customers.
- Provided analytical rationale to identify, develop and implement activities within allocated account base.
- Managed a team of 50+ employees, providing leadership and direction to achieve company goals.
- Enhanced employee engagement through the implementation of targeted training programs tailored to individual needs.
- Drove performance improvements across all departments by setting clear performance benchmarks tied to specific KPIs.
- Identified staff requirements and worked with human resource department to initiate recruitment and training processes.
- Championed best practices in project management, ensuring timely completion of projects within budget constraints.
Regional Manager Customer Experience
Essilor Canada
06.2011 - 06.2018
- Enhanced team performance by providing regular coaching, training, and performance feedback to staff members.
- Collaborated with executive leadership to establish long-term objectives, drive growth initiatives, and align regional efforts with corporate goals.
- Increased customer satisfaction with timely resolution of escalated issues and proactive communication on product updates.
- Promoted a culture of continuous improvement through ongoing process reviews, employee engagement initiatives, and open channels of communication.
- Managed a team of 20+ employees, providing leadership and direction to achieve company goal
Team Lead and Trainer
Monster.ca
07.2005 - 03.2009
- Trained new team members by relaying information on company procedures and safety requirements.
- Promoted a positive work environment by fostering teamwork, open communication, and employee recognition initiatives.
- Served as a role model for the team by demonstrating commitment to excellence, professionalism, and adherence to company values at all times.
- Coached team members in techniques necessary to complete job tasks.
- Worked different stations to provide optimal coverage and meet production goals.
- Influenced positive change within the organization through strategic thinking, innovation, problem-solving abilities, and consistent leadership style.
Education
No Degree - Mini MBA Series Certification
McGill University
Montreal, QC12-2022
Bachelor of Arts - Musicology
Université De Montréal
Montreal, QC05-2002
Skills
- Team Management and Leadership
- Cross-functional collaboration
- Interpersonal communication
- Teamwork and collaboration
- Troubleshooting and problem resolution
- Negotiation and conflict resolution
- Customer relationship management
- Strategic Planning
- Data-driven decision making
- Talent development
- Organizational improvement
- Reliability
Languages
English
Native or Bilingual
French
Native or Bilingual
Interests
- Music
- Camping
- running
- Travelling
- Volunteering for community initiatives to give back to local communities and make a positive impact, ex: Soup Kitchen, fundraising for children in needs
- Gardening
- Yoga
- Outdoor Recreation
Timeline
Membership Lead - ELWN
EssilorLuxottica
12.2023 - Current
Senior Manager Customer Experience Canada
EssilorLuxottica
05.2021 - Current
National Manager Customer Experience - ECP
Essilor Canada
06.2018 - 05.2021
Regional Manager Customer Experience
Essilor Canada
06.2011 - 06.2018
Team Lead and Trainer
Monster.ca
07.2005 - 03.2009
No Degree - Mini MBA Series Certification
McGill University
Bachelor of Arts - Musicology
Université De Montréal
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