Pamela Bardo
Mtl,QC
Summary
Accomplished leader with over 20 years of experience in customer success and operational management. Proven track record in implementing systems that enhance customer satisfaction and drive cost savings. Adept at leading strategic initiatives and fostering cross-functional collaboration. Dedicated to achieving business growth through innovative problem-solving and team motivation.
Overview
20
20
years of professional experience
Work History
Head of Customer Success
CAE
Montreal, Quebec
02.2024 - Current
- Maintained relationships with key stakeholders within the company to ensure alignment between departments on customer success goals.
- Coordinated with sales teams to ensure smooth transition from sales process to customer success activities.
- Collaborated with Sales and Marketing teams to create cohesive customer journeys across multiple channels.
- Built strong relationships with customers by proactively addressing their issues and concerns.
- Delivered new ideas, proposals and AI strategies to promote company productivity & self service
Vice President Customer Service and Delivery
FlightHub
Montreal, Quebec
01.2021 - Current
- Reporting to the Chief Executive Officer, my role entails overseeing the Sales and Support framework of the organization, aiming to provide customers with a seamless and unparalleled experience
- Developed a strategic vision and objectives for Customer Service that align with the overall organizational goals and growth trajectory
- Implemented a technology road map, including AI, focusing on operational efficiency enhancements and an elevated customer service experience
- Revamped and modernized the initial and ongoing training programs
- Spearheaded initiatives to improve customer satisfaction and loyalty
- Prioritized the implementation of proactive measures that reduced customer complaints by over 75%
Sr. Director Projects, Communications and Training
Videotron
Montreal, Quebec
01.2017 - 01.2021
- Reporting to the Sr Vice President Customer Service, responsible for Call Centers, Retail Network and Technical Services on all their operational needs
- Overall accountabilities encompass budget management, timeline adherence, communication strategies, training initiatives, and the achievement of customer service targets across all branches
- Led the digital transformation of all operational business units towards working in a unified system for all channels
- Successfully orchestrated the implementation and migration of the company-wide communication and documentation platform, which led to streamlined processes and enhanced collaboration
Sr. Director Outsourcing
Videotron
Montreal, Quebec
01.2010 - 01.2017
- Reporting to the Sr Vice President Customer Service, responsible for leading and managing six Call Centre partners comprised of 1500 agents
- Overall accountabilities for various areas, including customer service, technical support, and telemarketing
- Negotiated multiple contracts with our partners that resulted in a $20M savings and includes the introduction of a bonus and penalty program on key targets
- Introduced a coaching structure that focused on improving customer service which drove an increase in customer’s satisfaction by 10% YoY
GM Airport Services
Air Canada
Montreal, Quebec
01.2009 - 01.2010
- Reporting to the Sr Director Airports, held accountability for overseeing the operational performance and all aspects of customer service at Dorval airport
- Developed and planned annual objectives focused around improving the customer service experience within the airport
- Designed action plans and processes that delivered optimal passenger flows prior to boarding the plane
- Conducted employee sessions focused on improving airport and employee’s issues
- Maintained a good relationship with the CAW leadership and managing grievance matters
GM Call Center Products
Air Canada
Montreal, Quebec
01.2005 - 01.2009
- Reporting to the Director Call Centers, overarching responsibilities included Product Management, Training, Communication and IT for the entire branch
- Branch lead for all IATA and STAR Alliance related matters as well as management of the offshore call centers
- Primary lead in the replacement of the Reservation System used by front line agents and online customers
- Accountable for obtaining employee buy in and the associated change management strategies
- Participated in the replacement of the knowledge management database which drove a 20 sec reduction in AHT
Education
B.Com -
McGill University
01.1990
D.C.S -
Maisonneuve College
Six Sigma Black Belt -
Air Canada
Leading and effectively managing projects -
Concordia
Skills
- Customer success
- Stakeholder Engagement
- Customer journey mapping
- Budgetary Planning
- Effective Communication Strategies
- AI strategy development
- Proficient in Strategic Planning
- Contract negotiation
Professional Development
- L’effet A, Videotron
- Several senior management training & continuous improvements, Videotron
- Six Sigma Black Belt, Air Canada
- Analysis & understanding of human behaviours, CRAM
- Leading and effectively managing projects, Concordia
Affiliations
- Winner of the Art of Excellence award in 2010 at Air Canada
- Finalist for the Exceptional Woman Award at Videotron in 2021
Timeline
Head of Customer Success
CAE
02.2024 - Current
Vice President Customer Service and Delivery
FlightHub
01.2021 - Current
Sr. Director Projects, Communications and Training
Videotron
01.2017 - 01.2021
Sr. Director Outsourcing
Videotron
01.2010 - 01.2017
GM Airport Services
Air Canada
01.2009 - 01.2010
GM Call Center Products
Air Canada
01.2005 - 01.2009
B.Com -
McGill University
D.C.S -
Maisonneuve College
Six Sigma Black Belt -
Air Canada
Leading and effectively managing projects -
Concordia
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