Vicky Lemieux
Edmundston,NB
Summary
Dynamic bilingual professional with extensive experience at Primus Telecommunications, excelling in eLearning content development and team management. Proven track record in enhancing employee performance through tailored training programs and workshops. Adept at fostering customer relationships and driving process improvements, leveraging strong communication and critical thinking skills to achieve organizational goals.
Overview
30
30
years of professional experience
Work History
Bilingual Service Excellence Trainer
Primus Telecommunications
Edmundston, NB
09.2007 - 03.2025
- Developed bilingual eLearning content using Adobe Captivate and Articulate.
- Facilitated hands-on workshops to enhance employee skills and knowledge.
- Created instructional materials to support various training initiatives.
- Assessed employee performance to identify areas for improvement.
- Collaborated with management to align training with organizational goals.
- Evaluated training effectiveness through feedback and assessments.
- Provided ongoing support and resources to trainees throughout their development.
- Trained newly hired top talent to fill key positions and maximize productivity.
- Adapted teaching methods according to the needs of individual learners or groups.
- Mentored junior trainers to ensure consistent delivery of quality training programs.
- Developed training programs for new telecommunications technologies and systems.
Call Centre Team Manager
Primus Telecommunications
Edmundston, NB
01.2007 - 09.2007
- Supervised daily operations for customer service representatives at Primus Telecommunications.
- Monitored key metrics (call time, customer satisfaction, upselling) and provided regular feedback and coaching.
- Conducted call quality checks to maintain standards and identify improvement areas.
- Boosted motivation through team challenges and competitions to drive performance and upselling.
- Assessed individual strengths and weaknesses of team members and assigned tasks accordingly.
- Analyzed data from customer surveys to assess effectiveness of services provided by the team.
Bilingual Escalations Specialist
Primus Telecommunications
Edmundston, NB
01.2006 - 01.2007
- Handled and resolved escalated customer issues via calls or email.
- Analyzed complaints to identify root causes and recommend balanced solutions.
- Specialized in complex billing disputes and managing difficult negotiations.
- Identified escalation trends to drive process improvements and efficiency.
- Maintained accurate records of customer interactions and feedback.
- Maintained positive working relationship with fellow staff and management.
Bilingual Customer Service Associate
Primus Telecommunications
Edmundston, NB
09.1999 - 01.2006
- Assisted customers with inquiries regarding services and billing issues.
- Provided support for customer inquiries via phone and email.
- Handled biling issues, account updates, and service changes (internet, phone, long distance).
- Provided product information and guidance to enhance customer experience.
- Proactively optimized accounts by bundling services, suggesting upgrades, or recommending cost-saving plan changes.
Bilingual Inbound Sales Agent
Primus Telecommunications
Edmundston, NB
06.1999 - 09.1999
- Managed inbound sales calls to identify customer needs and product fit.
- Provided detailed product information to assist customers in making informed decisions.
- Collaborated with team members to enhance sales strategies and improve service quality.
- Took orders with enthusiasm and delivered information regarding long distance service to customers.
Administrative Assistant
Les Jeux de l'Amitié des Aînés du Nouveau Brunswick
Edmundston, NB
01.1999 - 06.1999
- Administered incoming registrations and payments for games, updated registration log with entries, and executed bank deposits.
- Translation of game rules from English to French and vice-versa.
- Helped build ID badges for participants, as well as game rule posters.
- Assisted games coordinator in facilitating seamless game operations.
- Finalized end of games report detailing budget and game winners and submitted report to coordinator for next year's games
Administrative Assistant
Pure Flow Water Inc. / AC Fire Alarm Inc
Toronto, ON
10.1994 - 09.1998
- Handled inbound sales calls for water system and replacement parts.
- Set up outbound reminders for filter replacements.
- Managed invoicing, shipping and customer follow-ups.
- Translated product documentation from English to French.
- Outbound collection calls to customers who have not paid their invoice.
- Entered data into spreadsheets using Microsoft Excel.
- Handled confidential documents in an organized fashion according to established protocol.
- Composed letters, memos, reports, emails, presentations and other written correspondence as required by management staff.
- Managed database systems containing customer contact information.
Education
High School Degree -
Cité Des Jeunes A.M. Sormany
Edmundston, NB06-1994
Skills
- Development of eLearning content
- Facilitation of workshops
- Assessment of employee performance
- Customized instructional design
- Training program development
- Customer relationship management
- Team management and coaching
- Process improvement initiatives
- Excellent communication skills
- Adaptive teaching methods
- Critical thinking skills
- Mentoring and leadership
- Learning styles
- Proficient in MS 365, MS Teams, Zoom, Sharepoint, Adobe Captivate, Articulate, Mac programs such as Numbers, Pages
- Document translation
- Bilingual communication
- Adaptability
- Interpretation skills
Languages
English
Professional
French
Professional
References
References available upon request.
Timeline
Bilingual Service Excellence Trainer
Primus Telecommunications
09.2007 - 03.2025
Call Centre Team Manager
Primus Telecommunications
01.2007 - 09.2007
Bilingual Escalations Specialist
Primus Telecommunications
01.2006 - 01.2007
Bilingual Customer Service Associate
Primus Telecommunications
09.1999 - 01.2006
Bilingual Inbound Sales Agent
Primus Telecommunications
06.1999 - 09.1999
Administrative Assistant
Les Jeux de l'Amitié des Aînés du Nouveau Brunswick
01.1999 - 06.1999
Administrative Assistant
Pure Flow Water Inc. / AC Fire Alarm Inc
10.1994 - 09.1998
High School Degree -
Cité Des Jeunes A.M. Sormany
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