Chef de projet

• Apr 2021 - Present

• Analyse des besoins • Coordination et pilotage de l'ensemble des actions publicitaires et promotionnelles liées au produit ou service • Etude de la faisabilité du projet • Elaboration d'un cahier des charges • Fixe les échéances et encadre le respect des deadlines • Assure le suivi budgétaire • Négociation avec des partenaires, mise en place et suivi de contrats partenaires • S'assure du bon déroulement du projet et coordonne les équipes

Commercial rétention en assurance

• Oct 2018 - Apr 2021

Account Manager

• Sep 2017 - May 2018

• Ensure account retention, business growth, contractual health and maximum satisfaction of clients within a portfolio of 60 large merchants.(worth 130M$/year of processing volumes). • Responsible for cross selling PayPal products and services to increase new revenue. • Effective working relationships with relevant departments within the organization to ensure excellent information flow and feedback on of process, policy and product changes that will affect the Large/Enterprise Merchant… Show more • Ensure account retention, business growth, contractual health and maximum satisfaction of clients within a portfolio of 60 large merchants.(worth 130M$/year of processing volumes). • Responsible for cross selling PayPal products and services to increase new revenue. • Effective working relationships with relevant departments within the organization to ensure excellent information flow and feedback on of process, policy and product changes that will affect the Large/Enterprise Merchant segment. • Analyze and understand the merchant’s current and future business needs. • Quarterly sales and performance presentations with Top 20 merchants. • Sales support as required for the large merchant segment sales team representing the PayPal operational structure, business unit processes and procedures.

Associate Account Manager

• Mar 2017 - Aug 2017

• In charge of monitoring and managing a portfolio of 150+ merchant accounts solely and a common portfolio of 500+ French, Belgian and Swiss merchant accounts • Managing merchant accounts development and retention. • Providing advisory service to merchants on PayPal products, with emphasis on helping them integrate products that are best suited to their Business models. • Engaging in Business acumen conversations in up and cross selling a range PayPal products to SMB/VIP merchants •… Show more • In charge of monitoring and managing a portfolio of 150+ merchant accounts solely and a common portfolio of 500+ French, Belgian and Swiss merchant accounts • Managing merchant accounts development and retention. • Providing advisory service to merchants on PayPal products, with emphasis on helping them integrate products that are best suited to their Business models. • Engaging in Business acumen conversations in up and cross selling a range PayPal products to SMB/VIP merchants • Develop and maintain cross functional proficiency within selected departments • Competitive and legal intelligence to ensure the best customer experience ______________________________________ Achievements & Projects • Spot Award: Performance and engagement, business acumen, delivering best practice during calls (TL call calibration) and enthusiasm. • Project still ongoing: Tutorial video creation for FR Merchants.

Business Support

• Jul 2016 - Feb 2017

• Provide sales and product support to Privileged Merchants by phone and email. Point of contact for Privileged Merchants • Analyse of business models to offer the best opportunity for our Merchants’ business needs • Assist Privileged Merchants regarding risk policies, PayPal products, procedures and processes. • Provide consultative advice on new products or features that would benefit the Merchants through upsell or inbound campaigns. • Develop and maintain cross functional… Show more • Provide sales and product support to Privileged Merchants by phone and email. Point of contact for Privileged Merchants • Analyse of business models to offer the best opportunity for our Merchants’ business needs • Assist Privileged Merchants regarding risk policies, PayPal products, procedures and processes. • Provide consultative advice on new products or features that would benefit the Merchants through upsell or inbound campaigns. • Develop and maintain cross functional proficiency within selected departments • Competitive and legal intelligence to ensure the best customer experience ______________________________________ Achievements & Projects • Team top performer of the team after only 2 months

Fraud Specialist

• Mar 2015 - Jun 2016

• Answer phone calls, emails, from customers and work to resolve their queries in real time or work with the most relevant PayPal department so it can be dealt with appropriately • Proactively recommend and educate the customer about features and benefits of PayPal products in order to improve their satisfaction and deepen their relationship with PayPal. Deliver on metrics : AHT, customer experience, proactive product offered and accepted opportunities • Provide consistent feedback… Show more • Answer phone calls, emails, from customers and work to resolve their queries in real time or work with the most relevant PayPal department so it can be dealt with appropriately • Proactively recommend and educate the customer about features and benefits of PayPal products in order to improve their satisfaction and deepen their relationship with PayPal. Deliver on metrics : AHT, customer experience, proactive product offered and accepted opportunities • Provide consistent feedback regarding overall customer satisfaction, tools and processes • Identify fraud trends by investigation • Analysing customer behaviours and merchant targets to proactively recommend and educate the customer about features and benefits of products • Handle KYB/KYC and FATCA for EMEA ______________________________________ Achievements & Projects • Improve NPS of 17% of the FR team in 3 months • Project to improve seller protection for gamers • Personal project of tutorial for new members • Personal project of solution all-in-one for small merchants

Customer Service Advisor

• Jun 2013 - Dec 2014

• Customers’ satisfaction • Handling incoming calls • Diagnostic, troubleshoot, adapt and resolve customers’ issue on various high tech products • Creating a continious relationship with customer • Sharing the knowledge and experiences with prospects and customers • Guiding new users with our policy, products and softwares • Supervisor’s backup : team management • Evaluating calls from advisors • Mentoring new employees • Coaching advisors • Personal Development… Show more • Customers’ satisfaction • Handling incoming calls • Diagnostic, troubleshoot, adapt and resolve customers’ issue on various high tech products • Creating a continious relationship with customer • Sharing the knowledge and experiences with prospects and customers • Guiding new users with our policy, products and softwares • Supervisor’s backup : team management • Evaluating calls from advisors • Mentoring new employees • Coaching advisors • Personal Development Project : Creating of an internal document to earn in efficiently Show less • Customers’ satisfaction • Handling incoming calls • Diagnostic, troubleshoot, adapt and resolve customers’ issue on various high tech products • Creating a continious relationship with customer • Sharing the knowledge and experiences with prospects and customers • Guiding new users with our policy, products and softwares • Supervisor’s backup : team management • Evaluating calls from advisors • Mentoring new employees • Coaching advisors • Personal Development… Show more • Customers’ satisfaction • Handling incoming calls • Diagnostic, troubleshoot, adapt and resolve customers’ issue on various high tech products • Creating a continious relationship with customer • Sharing the knowledge and experiences with prospects and customers • Guiding new users with our policy, products and softwares • Supervisor’s backup : team management • Evaluating calls from advisors • Mentoring new employees • Coaching advisors • Personal Development Project : Creating of an internal document to earn in efficiently Show less

Junior Product Manager

• Oct 2010 - Sep 2012

• Product Management, from launch to the retirement of market • Sales support for customers and technical supports with sales force • Technical support for internal departments (Logistics, Quality Control, Research and Development, etc) • Marketing plan and budget elaboration for product line, statistical analysis, sales support definition • Product competitive intelligence and market research in collaboration with R&D and the Head of Marketing Product • Document management… Show more • Product Management, from launch to the retirement of market • Sales support for customers and technical supports with sales force • Technical support for internal departments (Logistics, Quality Control, Research and Development, etc) • Marketing plan and budget elaboration for product line, statistical analysis, sales support definition • Product competitive intelligence and market research in collaboration with R&D and the Head of Marketing Product • Document management (database and promotion tools) • IT tools creation for Marketing department and Sales force Show less • Product Management, from launch to the retirement of market • Sales support for customers and technical supports with sales force • Technical support for internal departments (Logistics, Quality Control, Research and Development, etc) • Marketing plan and budget elaboration for product line, statistical analysis, sales support definition • Product competitive intelligence and market research in collaboration with R&D and the Head of Marketing Product • Document management… Show more • Product Management, from launch to the retirement of market • Sales support for customers and technical supports with sales force • Technical support for internal departments (Logistics, Quality Control, Research and Development, etc) • Marketing plan and budget elaboration for product line, statistical analysis, sales support definition • Product competitive intelligence and market research in collaboration with R&D and the Head of Marketing Product • Document management (database and promotion tools) • IT tools creation for Marketing department and Sales force Show less

Crew Member

• Mar 2008 - Nov 2010

• Customer Service • Food preparation • Cleanliness and hygiene • Training new employees • Animation of the children’s birthday • Tasting of news to customers • Customer Service • Food preparation • Cleanliness and hygiene • Training new employees • Animation of the children’s birthday • Tasting of news to customers

Communication Officer

• Oct 2009 - Jun 2010

• Creation and perpetuation of an internal newsletter • Relationship management and assistance between Local Communities and their Dedicated Interlocutors • Press relation • Strategic intelligence • Participation in the organization « Fête des Lumières de Lyon » • Creation and perpetuation of an internal newsletter • Relationship management and assistance between Local Communities and their Dedicated Interlocutors • Press relation • Strategic intelligence • Participation in the organization « Fête des Lumières de Lyon »

Communication Assistant

• Feb 2009 - Aug 2009

• Organisation of the Women Tennis Open GDF Suez des Contamines-Montjoie • Phylantropy management for french culture • Strategic intelligence • Organisation of the Women Tennis Open GDF Suez des Contamines-Montjoie • Phylantropy management for french culture • Strategic intelligence

Assistant Project Manager

• Mar 2008 - Jun 2008

• Campaign strategy • Negociations with the media • SEO (Search engine optimization) • Campaign strategy • Negociations with the media • SEO (Search engine optimization)