Melanie Mylonas

Supported by: Mikael Monchamp.

• Collaborate closely with partners to ensure compliance with agreements.
• Solicit, pre-qualify, and interview potential candidates, managing the entire hiring process from start to finish.
• Plan, oversee, and monitor daily operations.
• Establish and communicate clear departmental objectives.
• Provide direction, support, and coaching to team leaders to ensure responsibilities are met.
• Monitor and analyze key performance indicators (KPIs).
• Develop targeted action plans to address areas of substandard performance.
• Work closely with HR to enhance employee performance while adhering to CGI policies.
• Review staffing schedules and resource allocation to ensure SVL targets are met.
• Recommend process improvements, productivity enhancements, staff planning strategies, and tool optimization to increase efficiency.
• Identify opportunities for improvement, oversee implementation, and drive effective change management.

Supported by: Manon Morison, CPA, CA, PMP.

• Provide daily coaching and development to representatives to ensure an exceptional customer experience.
• Coordinate employee scheduling efficiently.
• Act as a liaison between Desjardins and CGI payroll services.
• Negotiate and delegate new or potential client contracts.
• Implement, track, and oversee performance objectives, and departmental indicators.
• Conduct call listening and evaluations to ensure consistency in information delivery.
• Lead and conduct quarterly, mid-year, and annual performance reviews.
• Facilitate conversations aligned with the member satisfaction survey.
• Provide key stakeholders with regular updates on team performance.
• Conduct interviews, and actively participate in the hiring process.
• Resolve client concerns while maintaining departmental performance standards.
• Drive process improvements to enhance efficiency.
• Foster employee engagement and team motivation.
• Overseeing a team of 38 members.

• As an ambassador and advocate of TELUS’ mission, vision, and values, I led a team of 16 frontline agents, working closely with them to meet and exceed targets, drive market growth, and consistently surpass client expectations.

• Monitored and managed service levels in real time, provided insights into call center activities, and ensured team members had the necessary tools to perform their roles effectively.

• Coached frontline team members to enhance their sales techniques, improve client experience, and strengthen client retention strategies

• Served as the first point of contact for TELUS clients, ensuring timely resolution of customer and internal inquiries.
• Responsibilities included activations, billing and handset inquiries, first-attempt retention, and sales.