Experience

Crédit Agricole Creditor Insurance (CACI)

• Ireland
• Insurance
• 100 - 200 Employee

• International Complaints Team Leader

  • Jan 2022 - Present

  Complaints Management and Reports - People first - Legal / Regulatory - Continuous Improvement and Root Cause Analysis - System / Process - Communication and InterfacePeople first: To develop and sustain high-performance work team, coach my team Legal / Regulatory : To maintain knowledge of regulations applicable to the business (EIOPA, Regulators across Europe) Continuous Improvement and Root Cause Analysis : To enhance the working relations at Team Leader level across the company and ensure sharing of best practiceSystem / Process: To lead and support work around improvements/upgrade of the complaint management system Communication and Interface: To work across divisions, Partners, TPA and stakeholders to achieve operational excellence.

• Operations Team Leader France

  • Nov 2019 - Feb 2022

  Claims management - Partner management - Third Party Administrator (TPA) management - People First - Customer management - Communication - Process improvement - Quality management- Claims management : To Assess and process claims within the PPI portfolio according to relevant policy terms and conditions. To train Team members on all the operational processes.- Partner management: To manage and forecast claims volumes on an ongoing basis. To hold regular meetings with partners to nurture relations with contact persons within the partner.- Third Party Administrator (TPA) management: To monitor and control SLAs, quality indicators, and give regular feedback including corrective actions expected in case of decreased quality.- Monitor, manage and lead Operations Business Support Analyst : process optimisation by reviewing processes, identifying areas for improvement and understand business needs.- People First: To coach the staff to reach their potential within CACI.- Customer management: To participate to projects which will innovate the customer experience.- Communication: To communicate on the teams work, successes, process improvement and innovations.- Process improvement: To question, challenge and improve business processes through an innovative approach.- Quality management: To manage and own the internal and external quality results and continue to improve those results.

• Complaints Analyst

  • May 2019 - Nov 2019

  Legal/Regulatory - Analysis - System/Process - Reporting - Root cause analysis - Key Performance Indicators/Quality : Responsible for French market specific complaints handling. I place the customer at the heart of my job with a view to completely solving the customer’s complaint. - To liaise with our legal department for specific legal advice on legal/regulatory cases if complaint refers to a specific legal article, recent regulation or official legislative point - To liaise with local lawyers re follow up of court cases - To liaise with the legal teams of our financial partners where complaints are addressed to both parties or for sensitive cases involving the financial partner customers - To monitor case costs of local lawyers and validate legal fees in relation to your cases - To keep updated on CBI/ EIOPA & all local regulatory evolutions in relation to complaints handling - To circulate all relevant regulatory watch to the Operations, Compliance and Management when required. - To analyse each customer complaint individually, placing the customer at the heart of the process - To identify clearly and provide a comprehensive response to each point of the customer’s complaint - To escalate with recommendation the course of action for any complaint which could be a regulatory or legal risk - Take ownership of complaints and court cases and follow up to ensure that appropriate validation and action has been obtained - To escalate immediately to Management, any complaint which is notified to appear in the media and which could create an image risk for the Company, its partners.

• Operations Claims executive - Partner management - Training - Projects

  • Nov 2018 - May 2019

  Operations Claims executive - Claims : Responsible for administering the smooth daily functioning of the subscriptions, andclaims, and for providing business support operationally - Investigate and process claims, and administer the validation of medical subscriptions, implementing streamlined processes and procedures and provide business support on all operational aspects- Training : Training related to day to day business, training of new partnerships, new product training internally within the team, new joiners or within the partnerships.- Partner Management: To provide customer service support for the business portfolios according to SLA. Liaise with all partners in order to provide follow-up trainings and clarification on operational queries, understanding of policy wording and/or working processes via conference calls or emails.- Projects: Assist in creating and updating claims and subscriptions procedures as and when necessary, for new and existing business - Participate in projects related to the market including but not limited to - declaration processes - update the IT totals - new product implementation and ongoing administering - new partnership implementation and ongoing administering. Participate in projects related to the management including Visual board management.



Crédit Agricole Assurances

• France
• Insurance
• 700 & Above Employee

• Legal Protection Insurer – Legal council - Call center – Customer Service

  • Apr 2014 - Sep 2018

  Legal Protection Insurer – Legal council - Call center – Customer ServiceAssisting clients on 3 steps of litigation:- Legal advice: prevention of litigation, seeking the most time effective solution with commonsense, high skill of problem solving and decision making- Mediation: collaboration with experts, making protocol of agreement, diligent and pro-activeapproach to cases- Court preliminaries: collaboration with lawyers and assisting customers.These tasks require versatility, case auditing (of trainers and new employees), organization, excellent communication skills, Using Techniques prevention and conflict management and specialization in Professionals customers. Application of ACPR recommendations, Work on tools, methods and processed linked. Exchange with project group to adapt processes and methodologies. Observer in job’s interview.

• Assistant Event coordination, Crédit Agricole Insurance,

  • Oct 2016 - Dec 2017

  In addition to my duties as legal protection insurer, during this period of time I was also working coordinating Team building events to assist with the cohesion of employees, organizing events with Partners, always working within department’s budget.



CHATEAU ET GOLF DE TAULANE

• France
• Hospitality
• 1 - 100 Employee

• Receptionist / Guest’s Host - Customer relation

  • Mar 2012 - Oct 2012

  Receptionist / Guest’s Host - Customer relation Liaising with different types of customers making sure their requirements were met; use of English language on a daily basis. Using sales techniques and Management of HNWI / members. Receptionist / Guest’s Host - Customer relation Liaising with different types of customers making sure their requirements were met; use of English language on a daily basis. Using sales techniques and Management of HNWI / members.



Planet'Medical

• Digne les Bains

• Client Advisor – Sales of medical equipment - Customer relation

  • Oct 2011 - Jan 2012

  Client Advisor – Sales of medical equipment - Customer relation Drafting of documents, use of medical software, commercial sales techniques, marketing principles of customer relationship Rules, inventory management, Collection procedures. Management of customers in difficulty (physical and mental disability) according to their needs. Client Advisor – Sales of medical equipment - Customer relation Drafting of documents, use of medical software, commercial sales techniques, marketing principles of customer relationship Rules, inventory management, Collection procedures. Management of customers in difficulty (physical and mental disability) according to their needs.



Depfa Bank

• Banking
• 1 - 100 Employee

• Receptionist- agent Home

  • Jun 2011 - Sep 2011

  In order to improve my English I managed to secure an internship in London. My duties varied from general reception duties (greeting guests, prepare meeting rooms, managing the switchboard, organize couriers, deliver post,) to some other administrative task (ordering stationery, organizing travel, dealing with suppliers, supporting the Office Manager in the day to day business In order to improve my English I managed to secure an internship in London. My duties varied from general reception duties (greeting guests, prepare meeting rooms, managing the switchboard, organize couriers, deliver post,) to some other administrative task (ordering stationery, organizing travel, dealing with suppliers, supporting the Office Manager in the day to day business



Caisse d’Epargne

• France
• Banking
• 700 & Above Employee

• Receptionist - Agent Home - Bank Advisor

  • Jun 2010 - Sep 2010

  Receptionist - Agent Home - Bank Advisor General reception duties (answering phones, greeting customers), supporting the Director in all sort of administrative duties and assisting in the management of customers’ bank accounts Receptionist - Agent Home - Bank Advisor General reception duties (answering phones, greeting customers), supporting the Director in all sort of administrative duties and assisting in the management of customers’ bank accounts



Caisse d’Epargne

• France
• Banking
• 700 & Above Employee

• Receptionist - Agent Home - Bank Advisor

  • Jun 2009 - Sep 2009

  Receptionist - Agent Home - Bank Advisor General reception duties (answering phones, greeting customers), supporting the Director in all sort of administrative duties and assisting in the management of customers’ bank accounts Receptionist - Agent Home - Bank Advisor General reception duties (answering phones, greeting customers), supporting the Director in all sort of administrative duties and assisting in the management of customers’ bank accounts