Patricia Henriques
Montreal
Summary
Results-oriented professional with extensive leadership experience in high-stakes environments.
Innovative and strategic thinker with knack for driving organizational success and fostering strong team dynamics. Possesses solid understanding of business operations. Committed to delivering impactful results and enhancing company performance and client success.
Overview
21
21
years of professional experience
1
1
Certification
Work History
Customer Success Executive/National Accounts
Adecco
06.2021 - 11.2024
- Collaborated with stakeholders to develop actionable strategies that aligned with corporate goals and objectives.
- Achieved 5 Million growth YOY by implementing strategic marketing plans and business development initiatives.
- Cultivated and strengthened lasting client relationships using strong issue resolution and dynamic communication skills.
- Interviewed, recruited and trained new onboarding candidates.
- Expanded market presence by identifying new business opportunities and forging strategic partnerships.
- Improved stakeholder satisfaction with regular communication and updates on project progress and outcomes.
- Manage internal teams to ensure successful delivery to clients
- Took over high maintenance clients and turned them into multi million accounts providing superior results
- Delivered timely and accurate forecasts for multiple product lines
Intraday Specialist / Workforce Management
Ikea
03.2021 - 11.2023
- Ensuring service level agreements were met by monitoring the Qs call volume, longest call waiting, AHT, SL
- Managing resources and technology across multichannel environments Voice, Chat now and BOKA
- Monitoring and responding to Real Time Adherence (RTA), queue activity, and service levels
- Coordinated closely with department heads to align workforce needs with business objectives.
- Conducted comprehensive data analysis to identify opportunities for process improvement in workforce management.
- Assisted human resources department with recruitment efforts, ensuring optimal staffing levels were maintained at all times.
- Managed time-off requests and shift swaps efficiently, maintaining a fair and balanced schedule for all employees involved.
Recruitment Specialist /National Business Developer for the Federal Government
Altis Recruitment
01.2020 - 01.2021
- Worked with all departments of the Federal Government to provide contractual support for their professional services
- Leveraged social media platforms and online job boards to advertise open positions and engage with potential candidates.
- Provided exceptional candidate experience throughout the recruitment process, maintaining consistent communication and transparency.
Senior Account Manager
Monster.ca
01.2012 - 01.2019
- Provided stellar experiences to major customers spread globally, working collaboratively to thoroughly assess their needs and define optimal strategies enabling their recruiting project teams to find top talents in all career fields
- Serving as a subject matter expert, leveraged excellent active listening and communication skills to effectively transfer crucial knowledge to customers, supporting them in maximizing their potential to attract better candidates
- Managed various accounts and territories, performed sales forecasting, and regularly met with prospects to drive new business
- Adopted an out-of-the-box attitude to accelerate business development by envisioning innovative solutions to meet client needs
- Went above and beyond to build trust with clients and consistently rank among top sales reps for quota attainment
- Laid off in October2019 due to major restructuring of the company
- Having been entrusted with the task of overseeing the Montreal office during the VP’s3-month absence, held weekly meetings to discuss pipeline/strategies to meet quota and reported to VP, all the while successfully handling regular responsibilities
- Was selected to represent Canada on the Sales Advisory Board to address business losses and build momentum; working alongside Upper Management in Boston, revamped the commission plan and provided employees with a clear understanding of the new strategies and processes
Customer Service/Sales
Bell Mobility
01.2004 - 01.2011
- Managed high call volume while maintaining a professional and friendly demeanor with all customers.
- Enhanced customer satisfaction by promptly addressing inquiries and resolving issues.
- Was subsequently promoted to the Retention and Loyalty departments to retain clients who had canceled or were in the process of canceling their contract; capitalized on strong influencing and diplomatic skills to achieve the lowest churn rate among all team members
- Demonstrated flexibility in adapting to fluctuating workloads, taking on additional responsibilities when needed without compromising quality of service.
- Boosted sales through effective product recommendations tailored to individual customer needs.
Education
John Abbott College
01.1994
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Beaconsfield High School
01.1991
Skills
- Sales & Business Development
- Territory & Account Management
- Relationship Building & Management
- Team Leadership & Oversight
- Creative Problem Solving
- Organization & Time Management
- Client Needs Identification & Analysis
- Stellar Customer Service
- Salesforce, Webex, Zoho, HubSpot
- Vendor negotiations
- Operations management
- Project management
Accomplishments
➽ Took high maintenance clients and turned them into multi million accounts providing superior results.
➽ Having been entrusted with the task of overseeing the Montreal office during the VP’s 3-month absence, held weekly meetings to discuss
pipeline/strategies to meet quota and reported to VP, all the while successfully handling regular responsibilities.
➽ Was selected to represent Canada on the Sales Advisory Board to address business losses and build momentum; working alongside Upper Management in Boston, revamped the commission plan and provided employees with a clear understanding of the new strategies and processes
Certification
- Sales Training | Grant Cardone University,2020
- NHC-Natural Health Institute- Diploma,2018
- Ayurvedic Medicine-Diploma,2016
NATIONAL ACCOUNT MANAGER / WORKFORCE MANAGEMENT
CONSISTENTLY GOING ABOVE AND BEYOND TO INSPIRE TEAMS AND SURPASS CUSTOMER EXPECTATIONS
Languages
English
Native or Bilingual
French
Native or Bilingual
Spanish
Limited Working
Italian
Elementary
Timeline
Customer Success Executive/National Accounts
Adecco
06.2021 - 11.2024
Intraday Specialist / Workforce Management
Ikea
03.2021 - 11.2023
Recruitment Specialist /National Business Developer for the Federal Government
Altis Recruitment
01.2020 - 01.2021
Senior Account Manager
Monster.ca
01.2012 - 01.2019
Customer Service/Sales
Bell Mobility
01.2004 - 01.2011
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Beaconsfield High School
John Abbott College
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