Patrick Lapierre
Mississauga,ON
Summary
A fully bilingual, solutions-focused Customer Care professional with 15+ years of experience providing prompt and client-focused support. Adept at building internal and external relationships and de-escalating issues in a high-volume client service environment. Skilled at coaching team members to elevate the customer care experience and mentoring them to achieve their career objectives.
Overview
21
21
years of professional experience
Work History
Bilingual Regional customer care manager
GRAPHIC PACKAGING INT.
11.2021 - 02.2024
- Plan and develop systems and procedures to improve the operating quality and efficiency of the department
- Liaison between sales and operations teams
- Establish employee’s goals and conduct employee performance reviews
- Oversee 3 separate facilities (2 in Mississauga & 1 in Quebec)
- Work closely with the production team on schedule, delays
- Run numerous reports from finance to OTIF (On Time in Full) deliveries etc.
- Implemented effective quality control measures to minimize errors and ensure high standards of service.
- Handled complaints, provided appropriate solutions, and alternatives within appropriate timeframes and followed up to achieve resolution.
- Enhanced customer satisfaction by resolving complex issues and providing timely solutions.
- Created customer support strategies to increase customer retention.
- Evaluated interactions between associates and customers to assess personnel performance.
- Facilitated open communication between team members, promoting a supportive work environment that encouraged collaboration and innovation.
Bilingual Customer Service Manager
BAXTER CANADA
03.2020 - 06.2021
- Coordinated the activities of the Customer Service department and supervised a team of eleven direct reports
- Recruited, trained and mentored team to ensure achievement of corporate customer service levels
- Performed call monitoring to identify opportunities to improve training and developed weekly one-on-one coaching sessions leading to an improved culture and increased service levels from less than 75% to 95%
- Established new automated processes for incoming emails and developed service guidelines to efficiently identify the best resource solutions, significantly decreasing response time from 24 hours to 8 hours
- Created a campaign (#onecall resolution) that promoted the available services of customer care, leading to improved relationships with internal stakeholders
- Improved the accessibility of online job aids for customer care representatives leading to quicker access to information and reduced call time
- Collaborated with other internal departments, third-party distributors, transportation, operations, customers and sales staff to build relationships and trust, leading to greater business understanding
- Supervise employee workloads and adjust assignments to obtain the most effective performance from all employees.
- Coached and mentored team members to improve their language skills and overall performance.
- Collaborated with other departments for seamless coordination during escalated situations or special requests.
Bilingual Customer Service Manager
BASF CHEMICAL
08.2015 - 03.2020
- Supervised a team of seven direct reports and managed the customer care function
- Initiated a customer survey to solicit feedback on the quality of our service, identified opportunity areas and developed a training program to improve service levels with customers and the sales team
- Introduced a general email inbox for all incoming requests and customer orders to increase the level of service provided
- Organized monthly meetings to gain alignment on team objectives and build camaraderie with the group leading to elevated levels of teamwork
- Designated as the first point of contact with external Logistics and Distribution departments, increased communication with sales and elevated levels of customer calls resulting in maximized bulk truckloads and reduced returns
- Identified customer billing issues to the corporate office in the US, completed an audit and updated SAP to incorporate the required Canadian shipping locations and dramatically decreased customer adjustments, credit/debit requests, and billing corrections.
Bilingual Customer Service Team Lead
GE WATER & PROCESS
10.2013 - 07.2015
- Supervised and developed a team of six bilingual customer service representatives to support Ontario and Quebec.
Advertising and Special Projects Manager
ASTRAL MEDIA
01.2008 - 01.2012
- Liaised with customers and coordinated multifaceted National advertising campaigns and installing more than 7000 billboards Nationally
- Managed installers remotely for five warehouses across Canada through meetings and onsite visits
- Initiated a new installation process and modified product specifications, leading to a 100% improvement in installation stability and customer service satisfaction
- Enhanced communication levels with external suppliers, printers and installers as the new customer liaison, resulting in improved partnerships and business results.
Sales Support leader
RÉSEAU DES SPORTS (RDS)
01.2005 - 01.2008
Team Leader - Customer Service Manager
DUFORT & LAVIGNE INC.
01.2003 - 01.2005
Education
CIFFA (Canadian International Freight Forwarder Association) Certificate -
Concordia University
Bachelor Degree in Marketing and Communication -
University of Montreal
Diploma in Social Science with a Minor in Law -
CEGEP St-Jérome
Skills
- Training
- Project Management
- Issues Resolution
- Client Relationship Management
- Team Leadership
- Delegation and Supervision
- Training and mentoring
- Trouble Shooting
- Quality Assurance
- SAP
- Customer Relations
- Team Management
Languages
English
Native or Bilingual
French
Native or Bilingual
Timeline
Bilingual Regional customer care manager
GRAPHIC PACKAGING INT.
11.2021 - 02.2024
Bilingual Customer Service Manager
BAXTER CANADA
03.2020 - 06.2021
Bilingual Customer Service Manager
BASF CHEMICAL
08.2015 - 03.2020
Bilingual Customer Service Team Lead
GE WATER & PROCESS
10.2013 - 07.2015
Advertising and Special Projects Manager
ASTRAL MEDIA
01.2008 - 01.2012
Sales Support leader
RÉSEAU DES SPORTS (RDS)
01.2005 - 01.2008
Team Leader - Customer Service Manager
DUFORT & LAVIGNE INC.
01.2003 - 01.2005
CIFFA (Canadian International Freight Forwarder Association) Certificate -
Concordia University
Bachelor Degree in Marketing and Communication -
University of Montreal
Diploma in Social Science with a Minor in Law -
CEGEP St-Jérome
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