Experience

ShopperTrak

• Switzerland
• Information Technology & Services
• 100 - 200 Employee

• Assistant Post Sales France & BeNeLux - Data audit manager

  • Nov 2017 - Present



New Asurion

• London, United Kingdom

• Administrator / Quality analyst

  • Jun 2013 - Dec 2014

  ● Logging, analysing, tracking, and escalation of the incident and services request within the CA Services Desk tool. ● Identify and facilitate remediation of underlying problems that impact Care applications. ● Perform the role of operational subject matter expert for Care applications when interfacing with it and the business areas. ● Work collaboratively with the technical team to diagnose prioritise , track and resolve technical issues impacting the EU environments. ● Creating basing functionality on SharePoint 2013 within the tool and assisting users with their request and issues ● Accurately responding to fax and e-mail based customer enquiries and request via the appropriate system while following established policies, procedures, and contractual obligations ● To handle customer service requests, primarily through email into our client e-mail inboxes. ● Processing customer requests such as cancellations and contract amendment in an efficient manner, ensuring customers satisfactions and preventing calls flows in the call centre ● Ensure all communications requests are acknowledged and processed through the semi-automation process to ensure claim form decision, cancellations, claim decision are communicated to customers. ● Interpret insurance policy coverage to assist with approve or denial of a claim advising the customer of the outcome detail by e-mail or letter ● Processing customer’s status changed decided by the client or NewAsurion such as cancellation for programme abuse. Ensure all customer are notified by email or letter ● Interpret and process any expression of dissatisfaction and escalated complaints provided by customers by logging the information in order that the relevant teams can attempt to resolve within the Asurion and FCA guidelines ● Monitor agents performance across all call centres through call listening and live double listening ● Calibrate the call scoring with the outsource contact centre provider in line with Asurion quality Criteria Show less



Rhymes Mag

• Paris Area, France

• Journalist coordinateur pour www.rapstyle.fr

  • Jan 2010 - Dec 2011

  Rédaction d'articles rubrique Rap français (rapstyle.fr) Coordination Interview : - Rohff - Canardo - Soprano - Dany Dan (sage poete de la rue) - Ol kainry - booking - Creation d'evenements Rédaction d'articles rubrique Rap français (rapstyle.fr) Coordination Interview : - Rohff - Canardo - Soprano - Dany Dan (sage poete de la rue) - Ol kainry - booking - Creation d'evenements