Yannick Bidounga Prince
Founding Managing Partner @Gravitas, Acumen & Co
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WORK HISTORY
Founding Managing Partner @Gravitas, Acumen & Co
Outremont, CA
Top 4 permanent personal clients- Fastest growing omnichannel play in furniture in Canada- Danemark\'s largest fashion conglomerate- Canada\'s #1 vegan leather goods brand - Canada\'s largest car sharing companyGravitas, Acumen & Co (GAC) is a cooperative that unites top-tier independent CX talent to deliver smarter, faster, and more flexible client experience solutions. We help organizations overcome complaint backlogs and streamline their processes, providing immediate relief and long-term efficiency. Once stability is restored, our AI specialists design and deploy automation with human supervision, ensuring that backlogs don’t return and service quality continues to improve. By blending the expertise of independent professionals with the strength of a cooperative model, we empower both our members and our clients to thrive in a rapidly evolving digital economy.Unlike most BPO firms, we only recruit by referral and through a highly selective testing process. All our consultants and subcontractors have a proven track record in leading corporate settings and our team of independent industry veterans possesses invaluable insights and hands-on expertise, allowing us to deliver tailored and data-driven execution while integrating your company as if it was ours.Where consultants and BPO firms bill you hefty fees regardless of the results and leave thereafter, we will accompany you upstream and downstream of the services rendered until your objectives are met and your internal team is fully equipped to carry on the torch.
EDUCATION
McGill University School of Continuing Studies
Certificate, Computers and Information Technology, Computer/Information Technology Administration and Management
École des sciences de la gestion (ESG UQAM)
Bachelor’s Degree, Management Science
Dawson College
DEC, International Business
Paul guérin lajoie d'outremont
High School
ABOUT YANNICK BIDOUNGA PRINCE
Looking back on more than a decade of experience managing frontline operations, I am most proud of having consolidated a track record of turning data into compelling stories mobilizing the disengaged, employees & clients alike. Whether leading a customer service turnaround or driving adoption of new digital tools, I’ve learned that real change begins with clarity—of vision, of purpose, and of metrics that matter.Today, I am using my learnings to help mid-cap and omnichannel enthusiastic brick & mortar businesses making between 10M and 100M in revenue (LTM) scale up their operations and improve satisfaction across stakeholders. An eternal curious, I have in parallel of my quantitative skills, a general culture which has allowed me to contextualize numbers to develop winning operational strategies and technology roadmaps.During my various leadership tenures in fast growth environments, I consistently outperformed benchmarks in term of client satisfaction and employee net promoter scores (Office Vibe Report) without compromising service levels or productivity. As a result, the teams, as big as 200 agents and 15 team leaders, servicing up to contacts per day, I have helped lead over time averaged- 92%+ CSAT- Consolidated service level of 85%+ calls answered within 1 minutes, 85%+ of emails replied within 24 hours and 90% of chats actioned within 30 seconds- An unusual (especially for a contact center), below 5% attrition rate, including contractual employees- A contact ratio averaging 0.65 contact per orders placed.
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