Nichollson LÉVEILLÉ
Montreal,QC
Summary
Forward-thinking team leader skilled at operating departments efficiently to meet goals. Successful background matching employees with roles for maximum performance. Proactive and hardworking individual focused on continuous operational improvement.
Overview
11
11
years of professional experience
Work History
Client Service Manager, Human Resources Outsourcing
ADP Canada
07.2021 - Current
- Enhanced client satisfaction by addressing concerns and providing timely solutions.
- Managed multiple projects simultaneously, ensuring timely completion and high-quality outcomes.
- Implemented key performance indicators to monitor team performance, driving continuous improvement initiatives.
- Championed a culture of open communication within the team, fostering seamless collaboration among colleagues.
- Monitored metrics and developed actionable insights to improve efficiency and performance.
- Coached team members on best practices for exceptional customer service, boosting overall performance levels.
- Collaborated with cross-functional teams for better service delivery and client experience.
- Streamlined processes to improve operational efficiency, reducing costs and increasing productivity.
Subject Matter Expert, Client Services
ADP Canada
07.2019 - 06.2021
- Technical Mentoring, Coaching & Call/Case Evaluations
- Escalation resources: assist management team with client escalations where required, and provide end-to-end service experience, following up with all parties involved
- Promoted a positive work atmosphere by regularly recognizing top performers' outstanding achievements within the department.
- Utilized active listening skills to identify customer needs and provide appropriate solutions.
- Developed and implemented training programs to increase team knowledge and performance in handling customer inquiries.
- Established and maintained strong relationships with key clients, acting as a trusted advisor for all customer service-related matters.
- Contributed to the development of departmental goals aligned with the organization's mission and values.
Solution Specialist, Up-Market
ADP Canada
03.2018 - 06.2019
- Liaise between client services and the technical support teams with respect to product system deficiencies, trouble logs, rollouts of new products, upgrades, mainframe modifications and yearend process & procedures
- Championed adoption of industry best practices within the organization, leading to improved efficiency and overall performance levels.
- Act as a technical mentor to the client service associates (analyze associate trends and determine knowledge gaps) ensuring feedback is provide to Managers where coaching or training is required
- Create job aids or other resources, validate knowledge management solutions and training materials
- Enhanced collaboration with cross-functional teams, resulting in higher quality deliverables and increased customer satisfaction.
- Assess the impact of new processes to existing department and communicate changes to associates
Solution Specialist, Small and Medium Businesses
ADP Canada
03.2016 - 03.2018
- Act as a technical mentor to the client service associates (analyze associate trends and determine knowledge gaps) ensuring feedback is provide to the Manager where coaching or training is required
- Championed adoption of industry best practices within the organization, leading to improved efficiency and overall performance levels.
- Streamlined processes for improved efficiency, leading to better resource allocation and reduced project turnaround time.
- Served as subject matter expert on targeted technologies, contributing valuable insights during client consultations.
- Provided exceptional post-implementation support services, promptly addressing any issues or concerns raised by clients.
- Managed diverse projects and resolved complex issues to support timely completion.
- Implemented corrective actions to fix root causes of various issues.
- Attend business projects to provide insights on processes and technical needs.
Human Resources Consultant
ADP Canada
04.2015 - 03.2016
- Provide support to our client application users which includes instruction, navigation, troubleshooting, maintenance and evaluations to determine solutions and alternatives
- Work with internal technical support, various production departments and additional ADP Service hubs as needed to identify a resolution
- Consistently monitor open client issues until successful completion
- Respond professionally and timely to client incoming phone calls and/or emails
- Handle critical and/or escalated client issues, which may require working directly with additional ADP Service hubs) to ensure client satisfaction
- Partnered with senior leadership to establish and develop corporate and HR policies and procedures.
- Contributed to business and HR functions by identifying, prioritizing and building organizational capabilities, behaviors, structures and processes.
- Recommend software enhancements or product features and identifies client training opportunities if applicable.
Representative, Client Services
ADP Canada
04.2013 - 03.2015
- Increased customer satisfaction by addressing and resolving complaints in a timely manner.
- Handled customer complaints quickly and professionally to restore customer confidence and prevent loss of business.
- Developed and maintained positive customer relations and coordinated with team members to properly handle requests and questions.
- Greeted customers warmly to set tone of customer experience and provide welcoming and friendly atmosphere.
- Exceeded performance targets through diligent work ethic and focus on results-driven tasks.
- Managed a diverse portfolio of clients, ensuring that each received tailored solutions aligned with their specific requirements.
Education
Accounting - Accounting Studies
ÉMICA
Montreal, QuebecSkills
- Employee Relations
- Organizational Development
- Talent Acquisition
- Career Development
- Retention Strategies
- Human Resources Operations
- Training and mentoring
- Leadership Development
- Recruitment and hiring
- HR analytics
Languages
French
Native or Bilingual
English
Native or Bilingual
References
On demand
Timeline
Client Service Manager, Human Resources Outsourcing
ADP Canada
07.2021 - Current
Subject Matter Expert, Client Services
ADP Canada
07.2019 - 06.2021
Solution Specialist, Up-Market
ADP Canada
03.2018 - 06.2019
Solution Specialist, Small and Medium Businesses
ADP Canada
03.2016 - 03.2018
Human Resources Consultant
ADP Canada
04.2015 - 03.2016
Representative, Client Services
ADP Canada
04.2013 - 03.2015
Accounting - Accounting Studies
ÉMICA
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