Managing Complaints and Challenging Situations in Customer Service

Zaida is a dynamic and highly qualified trilingual trainer, facilitator and coach that is considered as catalyst for individual and collective transformational processes. Not only is she graduated as a certified coach from the Edgenda/Mozaik Coaching School, but she also holds a major in career development (UQAM), a 2nd cycle university degree in epidemiology and an undergraduate medical doctorate from outside of Quebec. She is known for positive energy, her systemic vision, the quality of her presence and her ability to create bonds of trust.

A trainer, coach, and senior consultant for over 20 years, Kathleen Sears has solid experience in the implementation and delivery of training programs and as a training and organizational development coach. As a bilingual trainer at AFI Expertise, she has trained several thousand people primarily in management skills development, leadership, communication, and customer service.

As a holder of a double bachelor's and master's degree in management from HEC Montréal, Florence has accumulated nearly 10 years of experience as a consultant and specialist in organizational development. Her career in parapublic, public and private organizations has allowed her to perfect her expertise in coaching and leader development. Promoting knowledge sharing and managerial skills transferring is at the heart of her approaches as a consultant. Florence is known as a committed partner. Her support type is dynamic, structured and oriented towards an opened and transparent communication.

Janet Lough is a skilled, dynamic, authentic trainer, facilitator, and bilingual coach. She has over 25 years of knowledge and experience in management, training, communication, operations, strategy, and leadership in the non-profit sector and in entrepreneurship. This enables her to better understand her client’s business reality.

Backed by solid experience in industry, Michel is what you would call a high-level strategic consultant.

Coach, facilitator, speaker, and trainer, Vanessa is recognized as a change agent and a human, caring, and inspiring leader who is not afraid to challenge the status quo. Passionate about people, neuroscience, behavioral psychology, and somatic approaches, she supports leaders and organizations in building high, sustainable performance that safeguards both results and the people who drive them. A trained lawyer with an MBA, Vanessa has had the privilege of appearing before the Supreme Court of Canada and being listed in Best Lawyers in Canada and the Canadian Lexpert Directory. She is also a recipient of the ZSA Tomorrow’s Leader Award for up-and-coming legal advisors. With over 15 years of experience in consulting and management, Vanessa has held prominent positions, including Chief Privacy Officer at a major Canadian financial institution and partner in a law firm. From the start of her career, she has designed and delivered trainings and conferences, and as a speaker and trainer, she brings more than 15 years of experience in both the public and private sectors. Vanessa is highly regarded for her ability to demystify complex subjects and make them practical and accessible. An entrepreneur and certified coach in leadership and sustainable performance, Vanessa also holds certifications as a meditation teacher, applied neuroscience practitioner, Ericksonian hypnosis practitioner, and in various other somatic practices. She has completed Kaos Pilot Level 2 (Master Archer – art & craft of designing & facilitating learning spaces) and is a certified AtmanCo professional.