Jean-Marc Potier
Director, Workforce Optimization @Definity
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WORK HISTORY
Director, Workforce Optimization @Definity
Waterloo, ON, CA
EDUCATION
École des Hautes Études Commerciales
BBA
Simon Fraser University
MBA
SKILLS
ABOUT JEAN-MARC POTIER
I am a customer service operations executive with extensive experience leading large teams in delivering on commitments to clients within the financial services industry. I have provided leadership to a number of diverse operations, with the common denominator being an ability to attract and inspire people to deliver the right service to our clients, at the right time, at the right cost. I have valuable expertise in all facets of contact centre operations management, including recruiting, training, resource planning, quality monitoring and improvement, process management, as well vendor management. I am looking to join and help an organization, preferably within the financial services industry and located in Southern Ontario, which shares the same passion for world-class customer service. I am an excellent communicator, fluent in both English and French, I possess outstanding analytical and strategic thinking skills, and I have developed superior collaborative and team-building skills as a leader within large, complex organizations. Always optimistic, I instinctively turn problems into opportunities with an uncanny ability to inspire teams to find innovative solutions.
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