JEAN-LUC
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3-785 Queen Street West | Toronto, ON | M6J 1G1-
EXPERIENCE SNAPSHOT
INDUSTRY EXPERTISE
TECHNICAL SPECIALIZATIONS
LANGUAGE
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» English
» French
Vertical Operations
Automotive Advertising
Residential Advertising
Employment Advertising
Internet
BACKGROUND
Salesforce
XML
Jira
Microsoft Office Suite
inContact cloud contact software
HR Management
Project Management
To date, I am an Operations Specialist with over 10 years of experience in client satisfaction, and over 3 years of proven effective
leadership experience in the area of process development and implementation, and client services.
I have had the privilege to start my career at Kijiji in its infancy as part of an 8 person team, and contribute to the growth of a
company with almost 300 employees today. This has allowed me to expand my experience by wearing many hats and contributing
on many projects outside of the typical scope of my roles. This has also allowed me to experience the kinds of operational plans,
strategies, and commitments needed to successfully grow an organization to become world class, and one of Canada’s top trusted
brands.
For the past 4 years, I have worked to launch, guide, and, lead an operations department within Kijiji Canada in order to help
multiple sales teams cross function with internal and external product and development teams. I have applied my technical skills
along with my excellent analytical ability to help grow the sales and support process within Kijiji Canada, and effectively resolve
communication gaps, major and non-major client-facing technical issues, and to stabilize the day-to-day management of operational
flow from client billing, client support, sales administration, and account receivable targeting and collections.
I am highly adaptable and able to very quickly understand business needs and effectively communicate them in business terms with
all levels of stakeholders.
EXPERIENCE
Sales Operations Supervisor | Kijiji, an eBay Company | 05/2014 to 03/2016
Kijiji is an online classified advertising service that operates as a centralized network of online communities, organized by city and
urban region, for posting local ads.
I lead a team of up to 20 support, billing, account receivable, and admin specialists while ensuring the delivery of top-notch
customer service and satisfaction to clients in the automotive, real estate, and employments industries, via email and phones in
both official languages.
Summary of responsibilities:
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Liaise between the Sales, Product and Business departments in order to support their mandate and needs.
Strong focus on motivating and influencing a team of up to 20 employees.
Scheduling, hiring and training.
Assessing team performance, KPIs and quality, through weekly, monthly, and quarterly utilization reports through software
applications
Managed roadmap prioritization for development projects relating to client portals.
Configuration and upkeep of cloud contact center software.
Creation and maintenance of individual agent dashboards and reporting through Salesforce
Relationship management with key external partners while enhancing internal service delivery, procedures and practices.
JEAN-LUC
...EXPERIENCE
The Vertical Support team at Kijiji Canada was created to alleviate technical issues which were previously being brought on to
the Product Manager for Kijiji’s Vertical business, allowing the Product Manager to grow client platforms and develop the business
needs pertaining to Kijiji’s verticals. The team quickly grew to a small team of 5 specialist as the Verticals expanded to include
Automotive Dealers, Real Estate Professionals, as well as Employment professionals, advertising their business on Kijiji. The Vertical
Support Lead acted with the direction of the Verticals Product Manager to support sales and liaise client needs to the rest of the
business.
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Vertical Support Lead | Kijiji | 02/2012 to 05/2014
Summary of responsibilities:
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Responsible for new hire interviews and training
Liaise between the sales, product, and business departments in order to support their mandate
Assessing team performance and ongoing mentoring of team
Handling team technical escalations
Creating training materials to target success
Managing external business / API partner relationships
Developing a support process through Salesforce cases and implementing process documentation as process changes are made
Developing and maintaining a support dashboard in Salesforce to organize and track clients issues and provide visibility to sales
departments on client issues within the support realm
Measuring client issues through Salesforce reporting through organized record and case types
Troubleshooting XML feeds, technical issues, and payment issues
Hiring and mentoring of new hires, leading weekly team meetings
Various ad-hoc projects; billing reports, Salesforce database maintenance, system implementation, process development
Account Manager | Kijiji | 04/2011 to 02/2012
Account managers at Kijiji are teamed with a sales executive to manage and grow an existing client base by analysing territory
trends, preparing monthly sales reports and pipeline projections within Salesforce. The core function of an Account manager was
to keep current client’s marketing targets met with success and ensuring an outside team member could effectively pitch and close
on new business and deliver on financial targets.
Summary of responsibilities:
» Managing client accounts by assessing client needs and configuring products solutions to deliver client success
» Managing an outside sales executive’s meeting calendar, cold calls, & contract administration to ensure team target are met
monthly
» Maintaining Salesforce accounts database to ensure client data, contract dates, & product dates are up to date
» Generating monthly leads reports to strategic clients & identifying growth opportunities
OTHER EXPERIENCE
CUSTOMER SUPPORT / CS TRAINER | Kijiji | 07/2007 to 04/2011
Customer Service Rep. | Public Works & Government Services Canada | 06/2006 to 07/2007
EDUCATION
HSD. College Catholique Franco-Ouest
REFERENCES
Available upon request
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