Pascal Pilon

WORK HISTORY

EDUCATION

SKILLS

ABOUT PASCAL PILON

Employed for 20 years in various roles at TELUS, with the last 14 years in Service & Relationship Management. Responsibilities include ensuring client satisfaction and continuously improving client experience via associated IT processes, ensuring cost effectiveness of contracted IT services, managing a national portfolio of various corporate, public and crown organizations, ensuring technology meets the client needs (supporting WAN/LAN/IP TEL/Point-to-Point circuits/ISDN_PRI/Client Premise Equipment/Web Services and others), expertise in the analysis of large client asset inventory (improve profitability), auditing complex invoices, resolving billing disputes, working with Sales on upselling and cost reductions strategies, identifying high cost implementations and providing go/no-go decisions on quotes, projects and service orders; negotiating service credits relief (SLA) with customers, executive incident escalation management, drafting executive Post Incident Reports (PIR), supporting billing improvement activities for large and complex deals (LCDs). I currently support Telecom & IT delivery, and the Customer Experience, of over 40+ Government departments.Also supporting Canada’s national law enforcement organization as a standalone customer, holder of high-level government security clearance, have worked with sports organizations and stadiums, supported IoT and experimental IT services, expert in Legacy IT service management (ISDN PRI, copper telephony WAN and Internet), received multiple prizes for exceptional Service Management, trusted customer advocate and relationship builder. Experience in managing large and small groups of professionals both in person and remotely, via direct authority and matrix-organization, in Canada and abroad. A team player, avid learner; Telfer School of Business graduate, PMP, ITIL and BRMP certified; passionate weightlifter, runner, musician and dog lover.