Mathieu McDougall
Summary
Encouraging manager and analytical problem-solver with talents for team building, leading and motivating, as well as excellent customer relations aptitude and relationship-building skills. Proficient in using independent decision-making skills and sound judgment to positively impact company success. Dedicated to applying training, monitoring and morale-building abilities to enhance employee engagement and boost performance.
Overview
9
9
years of professional experience
Work History
Provincial Manager
Videotron
10.2021 - Current
- Increased team productivity by implementing streamlined processes and effective communication strategies.
- Achieved departmental goals by developing and executing strategic plans and performance metrics.
- Developed a strong company culture focused on employee engagement, collaboration, and continuous learning opportunities.
- Increased team productivity by providing ongoing training and support to customer service representatives.
- Built high-performing teams through effective recruitment, onboarding, and talent development initiatives.
- Enhanced customer satisfaction by resolving disputes promptly, maintaining open lines of communication, and ensuring high-quality service delivery.
- Working with a Provincial Union to ensure the motivation and understanding of expectations and skills required.
Customer Service Trainer
Videotron
01.2017 - 10.2021
- Enhanced customer service skills by conducting engaging training sessions for new employees.
- Reduced employee turnover rate through the implementation of effective customer service training programs.
- Improved customer satisfaction ratings by developing and implementing tailored training curriculums for various departments.
- Collaborated with management to assess staff development needs and created customized training materials accordingly.
Customer Service Help Desk Representative
Videotron
01.2016 - 01.2017
- Improved customer satisfaction by efficiently addressing and resolving technical issues.
- Enhanced team productivity by providing regular feedback and coaching to help desk representatives.
- Developed comprehensive training materials for new help desk representatives, increasing first-call resolution rates.
- Maintained a high level of product knowledge, ensuring accurate information was provided to customers during support interactions.
Customer Service Representative
Videotron
05.2015 - 01.2016
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Streamlined call center processes for improved efficiency and reduced wait times.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Exceeded performance metrics consistently, earning recognition as a top performer within the team.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
Education
Associate of Arts - Theater
University of Ottawa
Ottawa, ON01.2016
Liberal Arts D.E.C -
Heritage College
Gatineau, QC01.2013
High School Diploma -
Philemon Wright Highschool
01.2010
Skills
- Workforce Management
- Performance Management
- Policy Implementation
- Staff Training and Development
- Time Management
- Sales Management
- Effective negotiation
- Information Security
- Call Monitoring
- Call Center Operations
- Complaint Resolution
- Microsoft Outlook, Word, and Excel
- Performance Evaluations
Languages
English
Native or Bilingual
French
Native or Bilingual
References
References available upon request.
Timeline
Provincial Manager
Videotron
10.2021 - Current
Customer Service Trainer
Videotron
01.2017 - 10.2021
Customer Service Help Desk Representative
Videotron
01.2016 - 01.2017
Customer Service Representative
Videotron
05.2015 - 01.2016
Associate of Arts - Theater
University of Ottawa
Liberal Arts D.E.C -
Heritage College
High School Diploma -
Philemon Wright Highschool
Similar Profiles
Marouane BahichMarouane Bahich
Customer Care Agent at VideotronCustomer Care Agent at Videotron
Malik YesufuMalik Yesufu
Front Desk Security Agent at VideotronFront Desk Security Agent at Videotron
Lauren CimpocaLauren Cimpoca
Sales Representative at VideotronSales Representative at Videotron
Ali AsgharAli Asghar
Provincial Manager at Japan Motors AfricaProvincial Manager at Japan Motors Africa
Mohammad Edris SharifyMohammad Edris Sharify
Provincial Manager at ChemonicsProvincial Manager at Chemonics