Simon Fradet
Customer Experience Manager
Quebec,QC
Summary
Data-driven Customer Experience Manager with 15+ years of experience in client-facing teams in high-growth technology environments. Proven track record in managing contact center operations, improving workflows, scaling teams during rapid growth, and maintaining KPIs under challenging conditions. Skilled in capacity planning, process optimization, and workforce management. Passionate about delivering exceptional customer experiences while driving operational efficiency.
Overview
13
13
years of professional experience
27
27
years of post-secondary education
2
2
Languages
Work History
Client Onboarding Manager
AddEnergie / FLO
Quebec, QC
01.2022 - 04.2025
- Supervised the growth and skill development of 10 team members through structured training.
- Consistently met and surpassed OKRs amid organizational changes (rapid growth and workforce reduction).
- Engaged in software development for company operations.
- Developed comprehensive guidelines to enhance new product implementation.
- Managed recruitment process.
- Facilitated learning workshops to enhance employee proficiency.
- Transforming customer journey through comprehensive redesign.
Network Operations Technician
AddEnergie / FLO
Quebec, QC
04.2019 - 01.2022
- Organized large-scale deployment projects efficiently (Los Angeles, New York, Montreal, and several others).
- Facilitated consistent discussions to strengthen client relationships.
- Oversaw network issue detection and resolution.
- Maintaining stations uptime of 98%
- Facilitated employee training to ensure seamless integration into company operations.
- Created detailed records of operational processes.
Founder
Superficie Media
Quebec, QC
06.2016 - 03.2022
- Earned certification to operate drones professionally.
- Accomplished diverse video production tasks, including capturing and editing footage.
- Website creation.
- Managed end-to-end financial responsibilities.
Business Expert
Apple
Quebec, QC
11.2011 - 04.2019
- Ensured inventory accuracy through high standards.
- Decreased operational losses significantly.
- Assessed technological requirements of companies and recommended customized solutions.
- Facilitated and managed training workshops for customers.
- Conducted effective cold call campaigns.
Education
Humanities
Cégep De Limoilou
Québec, QC 09.2000 - 06.2022
High School Diploma -
École Jean-De-Brebeuf
Québec, QC 09.1995 - 06.2000
Skills
Analytical
Customer Service
Problem Solving
Training
Learning on the fly
Attention to detail
Timeline
Client Onboarding Manager
AddEnergie / FLO
01.2022 - 04.2025
Network Operations Technician
AddEnergie / FLO
04.2019 - 01.2022
Founder
Superficie Media
06.2016 - 03.2022
Business Expert
Apple
11.2011 - 04.2019
Humanities
Cégep De Limoilou
09.2000 - 06.2022
High School Diploma -
École Jean-De-Brebeuf
09.1995 - 06.2000
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