Yolande Dufour
About Yolande Dufour
Yolande Dufour is a Principal Organizational Advisor at Intact, with over a decade of experience in customer experience management within the insurance sector. She has developed training programs focused on enhancing customer service and has held various leadership roles in major insurance companies in Canada.
Work at Intact Financial Corporation
Yolande Dufour currently holds the position of Conseillère Organisationelle Principale at Intact Financial Corporation, a role she has occupied since 2021 in Montréal, Québec, Canada. Prior to this, she worked at Intact in various leadership roles, including Directrice d’Unité for the Customer Experience team from 2017 to 2021 and Directrice Unité Indemnisation from 2012 to 2017. Her responsibilities included managing teams and enhancing customer service initiatives. Dufour also served as Directrice d’unité Équipe Qualité Technique for a brief period in 2020-2021, focusing on technical quality within the organization.
Education and Expertise
Yolande Dufour studied at Cégep de Baie-Comeau, where she earned a Diplôme d'études collégiales in Technologie / technicien du génie civil from 1990 to 1994. With over a decade of experience managing teams in a communication center for Canada's largest insurer, she has developed expertise in customer experience and insurance operations. Dufour has been instrumental in creating training programs, including a notable initiative focused on Customer Experience 2.0.
Background in Insurance Industry
Dufour has a diverse background in the insurance industry, having worked for several organizations. She began her career at Wawanesa Insurance as an Agent en assurance de dommages des particuliers from 1997 to 2002. She then transitioned to belairdirect, where she held multiple positions, including Chef d'équipe Indemnisation from 2009 to 2012 and Expert en sinistre des particuliers from 2006 to 2009. This extensive experience has provided her with a solid foundation in claims management and customer service.
Achievements in Customer Experience
Throughout her career, Yolande Dufour has focused on enhancing customer service and the overall insurance experience. At Intact, she has been involved in innovative training initiatives aimed at improving customer interactions. Her development of the Customer Experience 2.0 training program reflects her commitment to advancing customer service standards within the insurance sector.