Jean-Sebastien Brisebois

• Designed and implemented automated daily, weekly, and monthly performance reports and collaborated with cross-functional teams to ensure data integrity and accuracy, resulting in better-informed decisions.
• Improved decision-making processes with accurate data analysis and visualization techniques.
• Provided actionable insights through comprehensive reports and dashboards, supporting strategic initiatives.
• Utilized data visualization tools such as SAS, MS Power BI, Tableau & MS Excel data visualization tools to effectively communicate business insights and improvement opportunities across all Bell Canada residential and small business support centers

Developed comprehensive reporting and analytical frameworks for Mobility, Internet & FibeTV & support queues.

• Conducted thorough root cause analyses on top call drivers recurring defects, resulting in the implementation of effective corrective actions.
• Analyzed quality and performance data to support operational decision-making.
• Provided detailed reports on quality metrics to senior management, enabling informed decision-making regarding process improvements relative to key performance indicators.
• Identified process inefficiencies through meticulous data analysis, leading to streamlined operations and increased productivity.

• Managed outsourcing relationship with external support partners supporting Internet call volumes.
• Spearheaded the launch of two nearshore support centers in Arizona (2Wire) and El Salvador (Stream), resulting in a 30% improvement in customer onboarding initial call handling repeat efficiency.
• Managed cross-functional teams for multiple large-scale projects, successfully completing each on time and within budget constraints.
• Led teams of up to 20 implementation and performance personnel, supervising daily performance as well as hiring, training and compliance audits and identified improvement plans.
• Mentored junior staff members, providing guidance on professional development opportunities and career progression paths within the company.
• Managed cross-functional teams for multiple large-scale projects, successfully completing each on time and within budget constraints.

• Led and mentored a team of up to 10 Managers in supporting new product Introductions (NPIs) and process improvements across all support centers.
• Reduced operational costs by identifying inefficiencies and implementing cost-saving measures in various levels of the repair flow allowing for implementation of Bell's "Same day / Next day" repair commitment.
• Delivered actionable insights to Product and IT teams through comprehensive call data analysis, helping to resolve recurring customer pain points and reducing complaint rates by 25%.
• Provided Product and IT with insight into cx experience via call analysis.

• Led the introduction of Sympatico Unplugged wireless access product within Bell Internet support centers,
• Established service assurance protocols maintaining new product support in line with existing Bell Internet products
• Collaborated with cross-functional support teams proactively addressing and resolving system and network issues, minimizing customer disruptions
• Implemented cost-saving support initiatives by optimizing call flows and reducing process redundancies

• Led the enhancement of processes for Sympatico Abuse & Network support operations, improving issue escalations by 30 min and enhancing network security protocols
• Developed and executed call avoidance strategies for Bell Sympatico, reducing unnecessary unsupported calls by 40% and improving customer satisfaction scores
• Oversaw the rollout of new products across all internet support centers, implementing training programs and support strategies that increased adoption rates