Experience

Beepings

• France
• IT Services and IT Consulting
• 1 - 100 Employee

• Customer Success Manager

  • Nov 2019 - Present

  - Department creation & management of a multicultural team - Human Resources management (process from A to Z) - Tools and process development & improvement - Project management - Customers management pre & post-sales (BtoB and BtoC) - UX/UI improvement - Community management - Satisfaction and NPS tools development to measure & increase client retention - Work with R&D team & developers to drive enhancements in products & solutions - Marketing content creation (web pages, user guides, webinars…) - Logistics management Show less



TACTIC TALENT

• Spain
• Human Resources Services
• 1 - 100 Employee

• Consultant

  • Oct 2018 - Nov 2019

  Over 50% of great professionals we engage with feel their performance could be higher! So what are the key factors holding you back? Limited career progression, other departments impacting your closure, competitors, management, under resourced marketing or just a cultural mismatch. Like dating an interview can be misleading and you don't really know how well a role and company fit you until you are in there. So what can TACTIC TALENT do for you? Well we have the ability to really pre screen your organisation. My role is to ensure there is a perfect match for you. Its a win win! Register with us to know that when we call its for the right match! To register simply email your CV to info@tactictalent.com and we will set up a call. Show less



Weekendesk

• France
• Travel Arrangements
• 100 - 200 Employee

• • Aug 2016 - Apr 2018

  ● Management of the Customer Service team (30 people) composed of French, Spanish, Dutch, Belgian & Italian people - Responsible of recruitment for supervisors and agents - Responsible of targets setting and team planning - Performance analysis and implementation of appropriate action plans - Responsible for managing the KPI, strategy and customer loyalty rate (NPS, Repeat business, Satisfaction, Customer Reviews ...) - Responsible for sharing the feedbacks & Vox Clienti indicators within the different departments (Supply, Product, IT ...) - Responsible of oficial claims management - Responsible of Community management related to Customer Service● Cost management● Tools management - Looking for improvments of existing tools - Looking for new partners● PCI DSS compliance Show less

• • Feb 2014 - Jul 2016

  ● Management of a multicultural team (French, Spanish, Dutch, Belgian, Italian people) :- Recruitment- Training- Coaching, optimizing individual and team performance- Analyzing KPIs and providing new tools and processes for the team- Planning construction● Reporting of daily, weekly, monthly and yearly activities. Analyzing all KPIs to develop new tools, new objectives and presentation to the Executive Committee.● Project management: Developping the communication tool for an easier use by the team, Developping a chat tool on the website to have a third contact way.● Transaction Monitoring : Detecting and preventing fraud on the payment platform (Ogone). Analyzing results and fraud comportments to improve new methods.● Daily tasks: Work repartition for agents and accounting tasks (in collaboration with accounting department)● Participation to the FITUR 2015 Trade show (Feria Internacional del TURismo in Madrid) : - Presentation and promotion of Weekendesk to the visitors. (B to C)- Prospection and meeting with new business partners (B to B) Show less

• • Apr 2013 - Feb 2014

  ● Travel Agent:- Answering inbounds calls and emails from customers and partners in different languages from different markets (France, Spain, Belgium, Netherlands, Italy)- Finding out customers needs - Providing an offer suitting their expectations- Making sales● Customer care service tasks:- Answering customers questions and handling the booking needs (modification, cancellations, refunds)- Handling customers complaints- Answering customer questions or suggestions in Ekomi and Trustpilot web page. Show less



AG Conseil

• France
• Business Consulting and Services

• Insurance Advisor

  • Jan 2013 - Mar 2013

  - Portfolio management and insurance products commercialization - Ensuring the diffusion of marketing and commercial information - Selling life insurance - Portfolio management and insurance products commercialization - Ensuring the diffusion of marketing and commercial information - Selling life insurance



Pacific World Spain

• Assistant project executive

  • Jul 2011 - Dec 2011

  Events preparation, organization & planification for companies : - Receiving demands and preparing events proposals according to customers needs - Customers and providers contacts - Quotes creation - Events organization - Data base development Events preparation, organization & planification for companies : - Receiving demands and preparing events proposals according to customers needs - Customers and providers contacts - Quotes creation - Events organization - Data base development


British Red Cross
• United Kingdom
• Civic and Social Organizations
• 700 & Above Employee
• Volunteer

  • May 2011 - May 2011


Casamona International

• Spain
• Real Estate
• 1 - 100 Employee

• Marketing Manager

  • Apr 2010 - Aug 2010

  Marketing, communication and quality practice: - Apartments research - Offers publication - Company blog development - Website and partnerships development - Translations - Search Engine Optimization - Marketing team Management Marketing, communication and quality practice: - Apartments research - Offers publication - Company blog development - Website and partnerships development - Translations - Search Engine Optimization - Marketing team Management



Credit Mutuel

• Banking
• 700 & Above Employee

• Front desk office responsible

  • Jun 2009 - Jul 2009

  - Customers welcome and advice - Bank operations - Stock management - Participation to a marketing and commercial action to create young customers loyalty - Customers welcome and advice - Bank operations - Stock management - Participation to a marketing and commercial action to create young customers loyalty



Toys Motors

• France
• Motor Vehicle Manufacturing
• 200 - 300 Employee

• Sales Assistant Trainee

  • Dec 2008 - Dec 2008

  Training for sales and customer care in Toys Motors concession (Toyota) Training for sales and customer care in Toys Motors concession (Toyota)