Samuel Duguay-Zucco
La Prairie,QC
Summary
Talented Team Leader experienced and dedicated to enhancing employee satisfaction and business success. Diplomatic and friendly with proven commitment to employee training. Hardworking team player bringing necessary experience and knowledge to tackle any operational demand.
Overview
13
13
years of professional experience
Work History
Cloud Solutions Team Lead
Sherweb
07.2022 - Current
- Trained new team members by relaying information on company procedures and safety requirements.
- Promoted a positive work environment by fostering teamwork, open communication, and employee recognition initiatives.
- Served as a role model for the team by demonstrating commitment to excellence, professionalism, and adherence to company values at all times.
- Collaborated with other department leads to streamline workflows, improve interdepartmental coordination, and achieve business goals collectively.
- Conducted regular progress reviews with individual team members to identify areas for improvement and provide guidance on career development opportunities.
- Monitored team performance and provided constructive feedback to increase productivity and maintain quality standards.
- Enhanced overall team performance by providing regular coaching, feedback, and skill development opportunities.
Senior Cloud Solutions Advisor
Sherweb
08.2019 - 07.2022
- Sales role with a customer-centric approach
- Advised prospective and current clients on various cloud solutions
- Onboarding of users building value through real-world training
- Building a knowledge base for CST which includes verifying and updating necessary processes
- Updating LowNPS and Escalations reports weekly
- Responsible for the management of escalations within the sales team
- Backup for the Team Lead
- Managing the incubation program.
Call Center Manager
iSaute
11.2018 - 08.2019
- Scheduling of employees
- Responsible for the hiring and training of new employees
- Ensuring the call quality is as best as possible
- Building strategies to answer as many calls as possible
- Developing procedures to improve the quality of calls, aiming to get one-call-resolutions
- Responsible for communicating with the head office in the USA on call volume and quality
- Various administrative duties.
Monitor/Cashier/Party Helper
iSaute Laval
02.2017 - 08.2019
- Ensure the safety of customers
- Greet and take care of all customer's needs
- Help set up displays and check the security of trampolines
- Guided and organized children's birthday parties
- Many times, multiple at once.
Head Watchman
Municipality of Rosemere
05.2014 - 06.2017
- Managed and coordinated all outdoor events
- Communicated rules and regulations for the safety of public spaces to the citizens
- Responsible for opening and closing the town's community center
- Responsible for scheduling staff
- Assisted in hiring and training new employees.
Crew Member
McDonalds Canada
03.2011 - 05.2014
- Part of the kitchen staff
- Learned to work in a pressured, fast paced environment
- Developed customer facing skills.
Education
Diploma of Computing Support Studies -
CDC Pont Viau
Laval, Quebec09.2017
High School Diploma -
Rosemere High School
Rosemere, Quebec06.2013
Skills
- Customer Focus
- Coaching and Mentoring
- Performance monitoring
- Performance Improvement
- Quality Control
- Operations Management
- Quality Improvement
- Employee Evaluation
Languages
English
Native or Bilingual
French
Native or Bilingual
Timeline
Cloud Solutions Team Lead
Sherweb
07.2022 - Current
Senior Cloud Solutions Advisor
Sherweb
08.2019 - 07.2022
Call Center Manager
iSaute
11.2018 - 08.2019
Monitor/Cashier/Party Helper
iSaute Laval
02.2017 - 08.2019
Head Watchman
Municipality of Rosemere
05.2014 - 06.2017
Crew Member
McDonalds Canada
03.2011 - 05.2014
Diploma of Computing Support Studies -
CDC Pont Viau
High School Diploma -
Rosemere High School
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