Summary
Overview
Work History
Education
Skills
Languages
Timeline
Generic

Sophie Bonneau

Rawdon,QC

Summary

Highly-motivated employee with desire to take on new challenges. Strong worth ethic, adaptability and exceptional interpersonal skills. Adept at working effectively unsupervised and quickly mastering new skills.

Overview

37
37
years of professional experience

Work History

Customer Success Specialist

SAP
Montreal, QC
06.2021 - Current
  • Trusted advisor, delivering solution area expertise to customer executives and engaging with relevant parts of the SAP organization to align the right SAP expert within each stage of the customer’s transformation.
  • Proactively engaged with an assigned portfolio of customers to help maximize customer lifetime business value.
  • Orchestrated customer success as a strategic advisor to executive stakeholders by providing guidance and deep expertise on post-sales customer success activities, focusing on one of SAP’s Solution Areas.
  • Provided customer support and troubleshooting to ensure successful product implementation.
  • Developed client relationships through proactive outreach, regular check-ins, and continued follow-up.
  • Analyzed usage data to detect trends and identify opportunities for upselling and cross-selling products and services.
  • Worked closely with sales team to ensure smooth transition from prospecting stage to post-sale engagement.
  • Continuously sought out ways to improve the overall customer experience.
  • Developed strong customer relationships to encourage repeat business.
  • De-escalated problematic customer concerns, maintaining calm, friendly demeanor.
  • Remained calm and professional in stressful circumstances and effectively diffused tense situations.

Manager of Operations

SAP
Montreal, QC
01.2010 - 06.2021
  • Created and managed budgets for operational departments and monitored progress against goals.
  • Established, maintained, and enforced organizational standards of performance, quality, and safety compliance.
  • Provided leadership and direction to staff members to ensure successful completion of projects on time and within budget.
  • Collaborated with other managers across the organization to develop strategies that support overall company objectives.
  • Conducted regular audits of employee performance and provided feedback on areas of improvement.
  • Identified opportunities for process improvement initiatives through analysis of current processes and procedures.
  • Managed day-to-day operations while ensuring high levels of customer satisfaction were met at all times.
  • Ensured compliance with relevant laws, regulations, industry standards. related to the operation of the business.
  • Maintained effective communication between staff members by providing guidance on tasks and projects or addressing any concerns they may have had about their work environment or job duties.
  • Coordinated training sessions for new employees regarding company policies, procedures as well as job roles, responsibilities associated with their positions.
  • Monitored team progress towards achieving milestones set forth in project plans.
  • Scheduled meetings between internal teams and external stakeholders when necessary.
  • Hired and onboarded team members to meet immediate and expected demand.
  • Evaluated and enhanced workflow to implement best practices, reduce costs and increase staff motivation and satisfaction.
  • Delegated work to staff, setting priorities and goals.
  • Provided leadership, insight and mentoring to newly hired employees to supply knowledge of various company programs.
  • Created effective business plans to focus strategic decisions on long-term objectives.
  • Monitored progress by establishing plans, budgets and measuring results.

Manager

Bell Canada
Montreal, QC
01.1987 - 01.2009
  • Created monthly reports for senior management summarizing operational performance metrics.
  • Coached, mentored and trained team members in order to improve their job performance.
  • Conducted regular meetings with staff to discuss progress and identify areas of improvement.
  • Established processes to ensure efficient workflow throughout the organization.
  • Monitored budgets and expenditures to ensure cost-effectiveness while maintaining quality standards.
  • Resolved conflicts between employees by providing guidance on company policies and procedures.
  • Initiated new projects that resulted in increased productivity across all departments.
  • Maintained up-to-date records of employee attendance, payroll information, vacation requests.
  • Provided leadership during times of organizational change or crisis situations.
  • Collaborated with other departments to ensure timely completion of projects within budget constraints.
  • Organized special events such as conferences or training sessions for employees.
  • Managed vendor relationships by negotiating contracts and ensuring timely delivery of goods and services.
  • Scheduled interviews for potential candidates and conducted reference checks prior to hire.
  • Monitored staff performance and addressed issues.
  • Enforced customer service standards and resolved customer problems to uphold quality service.
  • Trained employees on additional job positions to maintain coverage of roles.
  • Enhanced team member performance through use of strategic and tactical approaches, motivational coaching and training.
  • Led team meetings and one-on-one coaching sessions to continuously improve performance.
  • Leveraged leadership skills to identify deficiencies and opportunities to improve policies, procedures and controls.
  • Conducted quality, timely performance feedback and performance appraisals.
  • Communicated company directives and programs to associates and ensured all follow-up items were completed accurately and timely.
  • Minimized staff turnover through appropriate selection, orientation and training.
  • Accomplished financial objectives by forecasting requirements, scheduling expenditures and preparing annual budgets.
  • Established and managed yearly budgets of up to $2,000,000.
  • Remained calm and professional in stressful circumstances and effectively diffused tense situations.
  • Provided leadership, insight and mentoring to newly hired employees to supply knowledge of various company programs.
  • Reviewed employee performance and provided ongoing feedback and coaching to drive performance improvement.
  • Planned and led team meetings to review business results and communicate new and ongoing priorities.
  • Organized team activities to build camaraderie and foster pleasant workplace culture.
  • Created and managed budgets for travel, training and teambuilding activities.

Education

Science

Cegep Edouard Monpetit
Longueuil, QC

Skills

  • Sales Support
  • Strategic Planning
  • Financial Management
  • Budget Forecasting
  • Staff Training
  • Financial Analysis
  • Performance Reviews
  • Financial Budgeting
  • Escalation management
  • Conflict Mediation
  • Client Relations
  • Account Management
  • Multi-Task Management

Languages

English
Native/ Bilingual
French
Native/ Bilingual

Timeline

Customer Success Specialist

SAP
06.2021 - Current

Manager of Operations

SAP
01.2010 - 06.2021

Manager

Bell Canada
01.1987 - 01.2009

Science

Cegep Edouard Monpetit

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Sophie Bonneau