Summary
Overview
Work History
Skills
Accomplishments
Languages
Certification
Timeline
Generic
Marie-Lou Fortin

Marie-Lou Fortin

Sorel-Tracy,QC

Summary

Collaborative leader with dedication to partnering with coworkers to promote engaged, empowering work culture. Documented strengths in building and maintaining relationships with diverse range of stakeholders in dynamic, fast-paced settings.

Overview

19
19
years of professional experience
1
1
Certification

Work History

Team Manager

Rogers Communications Inc.
03.2017 - 03.2024
  • Led employee relations through effective communication, coaching, training, and development.
  • Facilitated meetings to communicate team performance goals and results.
  • Administered monthly and annual reviews to direct reports and set clear and measurable goals, action plans, and follow-up procedures.
  • Ensured compliance with company policies as well as industry regulations through diligent oversight of daily operations and staff adherence to guidelines.
  • Collaborated with cross-functional departments to drive cohesive efforts towards common goals and objectives.
  • Enhanced team productivity by implementing efficient task delegation and time management strategies.
  • Improved overall team morale with effective motivational techniques like reward programs, recognition events, and transparent communication practices.
  • Gained strong leadership skills by managing projects from start to finish.
  • Skilled at working independently and collaboratively in a team environment.
  • Acted as a team leader in group projects, delegating tasks and providing feedback.
  • Self-motivated, with a strong sense of personal responsibility.
  • Demonstrated a high level of initiative and creativity while tackling difficult tasks.
  • Demonstrated strong organizational and time management skills while managing multiple projects.
  • Worked effectively in fast-paced environments.
  • Excellent communication skills, both verbal and written.
  • Used strong analytical and problem-solving skills to develop effective solutions for challenging situations.
  • Gained extensive knowledge in data entry, analysis and reporting.
  • Proven ability to develop and implement creative solutions to complex problems.
  • Learned and adapted quickly to new technology and software applications.
  • Recruited, interviewed and hired employees and implemented mentoring program to promote positive feedback and engagement.
  • Analyzed team performance data to provide meaningful insights, enabling informed decision-making.
  • Leveraged data and analytics to make informed decisions and drive business improvements.
  • Implemented training programs to maximise team member development and potential.
  • Developed performance measurement strategies, identifying areas for improvement.
  • Assisted in organizing and overseeing assignments to drive operational excellence.
  • Championed process improvements within the department by identifying inefficiencies, proposing solutions, and leading change initiatives.
  • Drove performance of staff by creating incentives and positive work atmosphere and administering recognition and rewards programs.

Employee Engagement Manager

Rogers Communications Inc.
07.2021 - 06.2023
  • Developed performance metrics and dashboard interfaces to keep track of internal benchmarking and progress against goals.
  • Cultivated strong relationships with management to align company objectives with employee needs and expectations.
  • Championed the importance of employee engagement at all levels within the organization, building a strong foundation for long-term success and growth.
  • Increased employee satisfaction with tailored training and development opportunities.
  • Championed diversity initiatives within the organization, creating an inclusive environment where all team members could thrive.
  • Developed effective communication channels for increased collaboration between departments.
  • Generated and analyzed reports to monitor employee engagement and attrition trends.
  • Proven ability to learn quickly and adapt to new situations.
  • Passionate about learning and committed to continual improvement.

Leadership Development Program Manager

Rogers Communications
11.2018 - 07.2021
  • Facilitated workshops and conducted one-on-one training to educate team members.
  • Addressed and resolved technical, financial, and operational concerns by working with team members and directors.
  • Managed and supervised administrative and daily program operations, complying with policies and regulations.
  • Improved program efficiency by streamlining processes and implementing time-saving solutions.
  • Controlled resources and assets for department activities to comply with industry standards and government regulations.
  • Established team priorities, maintained schedules and monitored performance.
  • Coached team members on professional development opportunities, contributing to improved overall performance.
  • Improved staffing during busy periods by creating employee schedules and monitoring call-outs.
  • Developed detailed plans based on broad guidance and direction.
  • Recruited, interviewed and hired employees and implemented mentoring program to promote positive feedback and engagement.
  • Planned, created, tested and deployed system life cycle methodology to produce high quality systems to meet and exceed customer expectations.
  • Optimized resource allocation, effectively balancing priorities and managing competing demands.
  • Collaborated with business leadership to set priorities based on business needs, resource capacity and risk exposure.
  • Identified program obstacles and communicated possible impacts to team.
  • Led change management efforts, supporting staff through transitions and promoting buy-in for new initiatives.
  • Evaluated employee performance and conveyed constructive feedback to improve skills.
  • Conducted comprehensive program evaluations, identifying areas for improvement and recommending actionable solutions.
  • Championed best practices in project management, fostering a culture of continuous improvement.
  • Established performance goals for employees and provided feedback on methods for reaching those milestones.
  • Developed strategic plans, setting clear objectives and achievable milestones for the team.
  • Acted as a team leader in group projects, delegating tasks and providing feedback.
  • Proved successful working within tight deadlines and a fast-paced environment.
  • Worked effectively in fast-paced environments.

Quality Analyst and Power Coaching

Rogers Communications
12.2009 - 12.2012
  • Strengthened internal communication channels through regular meetings with stakeholders across departments, facilitating seamless information exchange related to quality assurance efforts.
  • Built automated test scripts to handle repetitive software testing work.
  • Recommended changes and corrections to developers for optimal software performance and usability.
  • Gathered data on integration issues and vulnerabilities, reported findings and recommended improvements.
  • Analyzed quality and performance data to support operational decision-making.
  • Evaluated vendor performance by conducting regular audits, ensuring adherence to established quality standards and requirements.
  • Collaborated with cross-functional teams to develop and implement targeted solutions for identified quality issues, ensuring continuous improvement.
  • Monitored KPIs to proactively address bottlenecks and quality issues.
  • Provided regular updates to team leadership on quality metrics by communicating consistency problems or production deficiencies.
  • Identified process inefficiencies through meticulous data analysis, leading to streamlined operations and increased productivity.
  • Excellent communication skills, both verbal and written.
  • Gained extensive knowledge in data entry, analysis and reporting.

Customer Service Specialist

Rogers Communications
03.2005 - 12.2009
  • Met customer call guidelines for service levels, handle time and productivity.
  • Educated customers about billing, payment processing and support policies and procedures.
  • Contributed to sales growth by upselling products and services based on individual customer requirements.
  • Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
  • Provided coaching and mentoring to new hires, contributing to their successful integration into the team.
  • Participated in team meetings and training sessions to stay informed about product updates and changes.

Skills

  • Process Improvement
  • Cross-Functional Teamwork
  • Employee Coaching and Mentoring
  • Key Performance Indicators
  • Performance Tracking and Evaluation
  • Onboarding and Orientation
  • Operations Management
  • Performance Management
  • Hiring and Training
  • Team Leadership
  • Training and Development
  • Teamwork and Collaboration

Accomplishments

  • Supervised team of 50 staff members.

Languages

English
Native or Bilingual
French
Native or Bilingual
Spanish
Professional Working

Certification

  • Certified LEAD program
  • Customer First- Business Impact Award 2015
  • Customer First- Team Impact Award 2020

Timeline

Employee Engagement Manager

Rogers Communications Inc.
07.2021 - 06.2023

Leadership Development Program Manager

Rogers Communications
11.2018 - 07.2021

Team Manager

Rogers Communications Inc.
03.2017 - 03.2024

Quality Analyst and Power Coaching

Rogers Communications
12.2009 - 12.2012

Customer Service Specialist

Rogers Communications
03.2005 - 12.2009
  • Certified LEAD program
  • Customer First- Business Impact Award 2015
  • Customer First- Team Impact Award 2020

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Marie-Lou Fortin