Martin Lariviere
About Martin Lariviere
Martin Lariviere is a Product Owner specializing in Contact Center and Telephony Systems at Intact, with extensive experience in workforce management and operational efficiency across various telecommunications companies in Canada. He holds degrees from McGill University and HEC Montréal, and possesses strong analytical skills and a bilingual proficiency in French and English.
Work at Intact Financial Corporation
Martin Lariviere serves as a Product Owner for the Contact Center and Telephony System at Intact Financial Corporation. He has held this position since 2020, contributing to the development and optimization of telecommunication solutions within the organization. His role involves leveraging his extensive experience in technology and telecommunications to enhance operational efficiency and improve customer service.
Previous Experience in Telecommunications
Martin Lariviere has a diverse background in the telecommunications sector. He worked at Telus Mobility in various capacities, including Team Manager and Acting Operation Manager, from 2000 to 2004 and 2006, respectively. Additionally, he served as a Workforce Manager at Videotron from 2009 to 2011, and as a Quality Manager and Efficiency Manager at Voxdata from 2014 to 2020. His roles have equipped him with a comprehensive understanding of workforce optimization and quality assurance in call center environments.
Education and Expertise
Martin Lariviere studied at HEC Montréal, where he focused on Information Technology and earned a degree in Analytique d'Affaires from 2018 to 2020. He also attended McGill University for a year, studying to become a fitness trainer. In addition, he completed a program at Avaya University in 2008, specializing in the design and planning of Avaya Call Center implementations. His educational background supports his strong analytical and problem-solving skills.
Skills and Competencies
Martin possesses a strong understanding of technology and telecommunications, enabling him to quickly adapt to new technologies. He is bilingual in French and English and is proficient in various software tools, including MS Project, MS Publisher, and Remedy (ARS). His experience as a classroom and shadow trainer highlights his ability to motivate team members and foster a collaborative work environment. He focuses on metrics, measurement, and report design to enhance operational performance.
Career Progression and Roles
Martin Lariviere's career spans over two decades, with roles that demonstrate a consistent focus on operational efficiency and team management. He began as a Frontline Agent at Telus Mobility in 1998 and progressed through various managerial positions, including Flagship Store Manager at Clearnet and Manager of Operation Efficiency at Sc360. His career trajectory reflects his commitment to improving processes and enhancing customer experiences in the telecommunications industry.