Experience

Livi France

• France
• Hospitals and Health Care
• 100 - 200 Employee

• Head of 🇫🇷 Customer Service & Account Management

  • Apr 2023 - Present

• Customer Service Lead

  • Jul 2022 - Apr 2023

  Health is unfortunately not accessible to everyone, but Livi makes it possible by revolutionizing digital medicine! Book a meeting with a clinician in a few minutes through your application, connect on the Dday from wherever you are, and meet a doctor who will help you! As a Head of CS at Livi, my missions are to: - Reorganize the team: make sure we have the best organisation so that we can perfectly handle the daily basis operations. - Recruit & train: management of 12 team… Show more Health is unfortunately not accessible to everyone, but Livi makes it possible by revolutionizing digital medicine! Book a meeting with a clinician in a few minutes through your application, connect on the Dday from wherever you are, and meet a doctor who will help you! As a Head of CS at Livi, my missions are to: - Reorganize the team: make sure we have the best organisation so that we can perfectly handle the daily basis operations. - Recruit & train: management of 12 team members, make sure they grow and learn, forecast the activity and recruit if needed. - Scale the operations: thanks to strong problem solving methodologies and experience, make sure we quantify & qualify the issues to work on it, and decrease the inbound contact rate / increase users satisfaction. - Global strategy: global vision & CS strategy, put in place the right KPIs & OKRs, develop & manage communication channels & tools, create and manage the public content (macros, help center), improve the global experience etc.



OCUS

• France
• Technology, Information and Internet
• 100 - 200 Employee

• Head of Global Customer Service (worldwide - EMEA / APAC / NA)

  • Feb 2022 - Jul 2022

• Head of International Customer Success & Experience

  • Apr 2020 - Feb 2022

  Paris, Île-de-France, France - Organizational strategy. Define the best organization for the OCUS Success team of today and tomorrow - Operational strategy. Guarantee the best possible experience for Customers and Community of Image creators, and maintain a high level of satisfaction - International management. Build and grow the OCUS Success team with different local teams worldwide (Paris, Tokyo, Malaysia, NY) - Project management & continuous improvement. Have the best product thanks to automations when it’s… Show more - Organizational strategy. Define the best organization for the OCUS Success team of today and tomorrow - Operational strategy. Guarantee the best possible experience for Customers and Community of Image creators, and maintain a high level of satisfaction - International management. Build and grow the OCUS Success team with different local teams worldwide (Paris, Tokyo, Malaysia, NY) - Project management & continuous improvement. Have the best product thanks to automations when it’s possible or smart solutions, because « best support is no support » #lean

• International Customer Success/Support Manager

  • May 2019 - Apr 2020

  Région de Paris, France Backed by the largest community of image creators worldwide, we provide authentic and unique content to help organizations stand out and increase their performance. We put technology to work for our creative talents, uniting them with brands and businesses in a way that allows everyone to focus on what they do best. By helping brands and businesses put the spotlight on their products, services, people and values, we help to restore confidence between them and their stakeholders. Our… Show more Backed by the largest community of image creators worldwide, we provide authentic and unique content to help organizations stand out and increase their performance. We put technology to work for our creative talents, uniting them with brands and businesses in a way that allows everyone to focus on what they do best. By helping brands and businesses put the spotlight on their products, services, people and values, we help to restore confidence between them and their stakeholders. Our community of 20,000+ image creators has completed over 500k photoshoots worldwide and worked with 500+ international brands that span from Uber Eats to Rolex, Booking.com, Smartbox, The Kooples. As a Customer Success Manager, my missions are focused on: - VIP customers. Take care of them, bring them a solution that is always fast, relevant and effective. - Customer journey. Constantly improve the quality of our customer journey, tools for users to reduce the contact rate, so that it is relevant and justified. - Product. Improve tools to facilitate the work of the internal team and improve productivity, improve the overall product and project development. - Steer operations to get people up to skill. Feel like you could thrive with us? Check out our current opportunities : https://www.welcometothejungle.co/fr/companies/ocus/jobs https://vimeo.com/ouiflash



Drivy

• France
• Technology, Information and Internet
• 1 - 100 Employee

• Senior Customer Support Representative & Team leader

  • May 2014 - May 2019

  Région de Paris, France Dans un monde où les villes croulent sous la pollution et les véhicules inutilisés, que diriez-vous de louer la voiture de votre voisin ?! Drivy a permis à des milliers de locataires de louer le véhicule d’autres propriétaires, avec une flexibilité incroyable et des outils à la pointe de la technologie ! En tant que Manager de l’équipe support, j’ai pu mener à bien les missions suivantes : - Opérations de service clients : tickets et appels, résolution des cas complexes. -… Show more Dans un monde où les villes croulent sous la pollution et les véhicules inutilisés, que diriez-vous de louer la voiture de votre voisin ?! Drivy a permis à des milliers de locataires de louer le véhicule d’autres propriétaires, avec une flexibilité incroyable et des outils à la pointe de la technologie ! En tant que Manager de l’équipe support, j’ai pu mener à bien les missions suivantes : - Opérations de service clients : tickets et appels, résolution des cas complexes. - Développement, rédaction des guidelines et veille à la mise en application de ces dernières. - Echanges et feedbacks avec le produit, l’équipe technique et les autres services : remontées des bugs, propositions d’améliorations. - Leadership et gestion d’équipe : plannings, formation des managers internationaux. - Développement et gestion de l’outsourcing en tant que chef de projet : de 10 à 25 agents basés à Compiègne, Barcelone et Madagascar. - Gestion de projets annexes : recrutement, rédaction des process, formation des nouveaux arrivants etc. - Définition de la politique de satisfaction et des indicateurs de performance : crédits, baisses de commissions, plafonds de remboursements, suivi des KPIs. - Définition des réponses types : macros via Zendesk, amélioration du centre d’aide. - Gestion des réseaux sociaux : Facebook, Trustpilot, Twitter, Google Play. Show less