Experience

Lydia

• France
• IT Services and IT Consulting
• 100 - 200 Employee

• Customer Care Team Lead

  • May 2022 - Present

  Nantes - Animer l’équipe au quotidien et coordonner ses activités (planning, staffing) ; - Accompagner l'équipe dans la gestion des demandes client (gestion des cas complexes, coordination avec les autres départements) ; - Contribuer au recrutement et organiser l’onboarding et la montée en compétences des nouveaux agents ; - Identifier les besoins d’accompagnement individuels ou collectifs et mettre en place les plans d’action associés ; - Piloter les principaux indicateurs de qualité… Show more - Animer l’équipe au quotidien et coordonner ses activités (planning, staffing) ; - Accompagner l'équipe dans la gestion des demandes client (gestion des cas complexes, coordination avec les autres départements) ; - Contribuer au recrutement et organiser l’onboarding et la montée en compétences des nouveaux agents ; - Identifier les besoins d’accompagnement individuels ou collectifs et mettre en place les plans d’action associés ; - Piloter les principaux indicateurs de qualité de l'équipe (productivité, qualité, satisfaction client) ; - Animer l’ensemble des processus managériaux et RH de l’équipe (revue de performance, plan de développement personnel). - Piloter des projets transverses sur l'amélioration continue du service Show less



SEIF - Zendesk Premier Partner

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

• Customer relations Trainer

  • May 2021 - Present

  Animation of "Customer Care" training classes for the account of "Generation France" through outsourcing company SEIF Animation of a class of 18 learners. Sharing experience and best practices on customer relations and the role of Customer Care advisor. Example of modules: - Cycle of a ticket/support case - Communication with users - Written and oral communication methods - Dealing with dissatisfied or angry customers - Tasks prioritization and… Show more Animation of "Customer Care" training classes for the account of "Generation France" through outsourcing company SEIF Animation of a class of 18 learners. Sharing experience and best practices on customer relations and the role of Customer Care advisor. Example of modules: - Cycle of a ticket/support case - Communication with users - Written and oral communication methods - Dealing with dissatisfied or angry customers - Tasks prioritization and organization at work - Role-playing games to put theory into practice 2021: - April / May: 10 days - 20 learners - November: 8 days - 20 learners Show less



Groupe Sigma

• France
• Information Technology & Services
• 300 - 400 Employee

• Service Delivery Manager

  • Aug 2020 - May 2022

  Nantes et périphérie Managing accounts for clients in the retail fields : - Managing the customer relationship to ensure this relationship was successful and satisfactory on both ends - Monthly steering committees preparation and animation - In charge of contract management : ensuring that the Service Level Agreement as defined is met - Responsible for financial management of my customer portfolio (600K / Year) : financial data accuracy and consistency, provisional budget, project billing -… Show more Managing accounts for clients in the retail fields : - Managing the customer relationship to ensure this relationship was successful and satisfactory on both ends - Monthly steering committees preparation and animation - In charge of contract management : ensuring that the Service Level Agreement as defined is met - Responsible for financial management of my customer portfolio (600K / Year) : financial data accuracy and consistency, provisional budget, project billing - Managing differents groups of people during projects/intervention or incidents

• Customer Support Supervisor / Incident Manager

  • Mar 2016 - Aug 2020

  Région de Nantes, France There was two aspects in my position at this time : 1. Service Desk Supervisor : Management - Animation and management of technical assistance teams to make sure to guarantee the quality of customer service and prioritize customer requests - Follow-up daily daily activity (help with operational management of Tier 1 technicians and Tier 2 administrators) - Staffing and planning management - Cases prioritization - Manage and report on the main KPI -… Show more There was two aspects in my position at this time : 1. Service Desk Supervisor : Management - Animation and management of technical assistance teams to make sure to guarantee the quality of customer service and prioritize customer requests - Follow-up daily daily activity (help with operational management of Tier 1 technicians and Tier 2 administrators) - Staffing and planning management - Cases prioritization - Manage and report on the main KPI - Implementation of action plans - Support for change management Quality management - Coaching sessions impementation (call listening) - KPI monitoring (SLA, age and inactivity of files) - Customer complaints management - Animation of customer relationship oriented training Human Resources: - Recruitment and onboarding of new employees 2. Incident Manager : - Coordination of the various interlocutors during crisis/technical incident (main point of contact for operational teams / Customers) - Global Incident management (communication to customers, regular situation updates..) - Incident reports writing



Apple

• United States
• Computers and Electronics Manufacturing
• 700 & Above Employee

• Customer Support Team Manager

  • Mar 2014 - Mar 2016

  Cork, Ireland Management of several teams of advisors ranging from 15 to 20 people Missions: • Active management of team performance • Monitoring and evaluation of advisors KPI • Achievements measurement and reporting to the hierarchy • Weekly team meetings preparation and delivery • Daily, weekly and monthly team performance reviews and reports (satisfaction surveys completed by customers, analysis of feedback sent by peers) • Individual monthly meeting with each advisor… Show more Management of several teams of advisors ranging from 15 to 20 people Missions: • Active management of team performance • Monitoring and evaluation of advisors KPI • Achievements measurement and reporting to the hierarchy • Weekly team meetings preparation and delivery • Daily, weekly and monthly team performance reviews and reports (satisfaction surveys completed by customers, analysis of feedback sent by peers) • Individual monthly meeting with each advisor dedicated to coaching and action plans • Sharing best practices within the team • Participation in quality meetings • New advisors recruitment and onboarding • Animation of annual review • Capacity planning

• IOS Senior Advisor French/UK Market

  • Apr 2013 - Mar 2014

  Irlande

• IOS Advisor French/UK Market

  • Jun 2012 - Apr 2013

  Cork, Ireland As an IOS advisor, I was in charge of providing outstanding technical support and customer service to iPads, iPhones and iPods users. The focus was on helping them get the most from their Apple products. Missions: • English and French markets • Customer relations over the phone • Provide support to Apple customers (basic to complex) with Apple products, operating systems, peripherals and softwares. • Provide and maintain a solid and professional relationship with our… Show more As an IOS advisor, I was in charge of providing outstanding technical support and customer service to iPads, iPhones and iPods users. The focus was on helping them get the most from their Apple products. Missions: • English and French markets • Customer relations over the phone • Provide support to Apple customers (basic to complex) with Apple products, operating systems, peripherals and softwares. • Provide and maintain a solid and professional relationship with our clients • High level of customer service • Daily, weekly and monthly report to the manager • Ensure a minimum of 90% customer satisfaction • Enrich customer satisfaction by providing a unique customer experience • Listening to customers, identifying needs, problems and solving problems • Training of new advisors, quality assessments for newcomers • Projects on improving customer service



Eternity Football

• International Sales and Marketing Executive

  • Jan 2009 - Jun 2009

  Internship as part of my Bachelor in International Business Management Missions: - Updating prospect and customer files, market analysis (panels, needs and trends), product positioning, prospecting for new customers - B to B customer relations - Sales and negotiation - Press relations, promotion and communication actions for the brand in England, France, Switzerland and Belgium, management of the budget intended for these actions



Credit Agricole Atlantique Vendee

• France
• Banking
• 700 & Above Employee

• Sales and development executive

  • 2006 - 2008

  Région de Nantes, France - Customer advisor (one to one and phone appointments) - Business development (customer prospection and loyalty actions) - Commercial events implementation (newsletter, organization of promotional events)