Manager, Transitions and Engagement, Laurentian University/Université Laurentienne
Patrick Lafontaine’s roots are in Northern Ontario, being raised in a French-Canadian community. He began his Laurentian University career in 1998 where he has since been a student, student employee, and Recruitment Officer. He then fulfilled leadership roles for Recruitment Services, Admissions, Service Innovation, and now Transitions and Engagement.
Recently, he has spearheaded student experience initiatives including the creation of the myLaurentian Hub (a comprehensive student service and contact centre), the launch of a campus-wide service delivery program, the introduction of CRM platforms, and the development of self-service online tools.
Through all his roles at Laurentian University, he has sharpened his skills in delivering service excellence and implementing customer experience (CX) strategies.
At home, with his beagle, he cheers on Chelsea FC (go Blues go!) when he’s not hiking, kayaking, or enjoying a pint of craft beer with friends.