Experience

Incenteev

• France
• Software Development
• 1 - 100 Employee

• Customer Success Manager

  • May 2023 - Present

  Responsable d'un portefeuille client Grands Comptes (15 clients), je participe à la définition de leurs objectifs commerciaux et à leur stratégie pour atteindre ces objectifs. Je cumule ce rôle de Consultant avec celui d'implementation manager, je configure les outils de la plateforme en fonction de leur besoin. Responsable d'un portefeuille client Grands Comptes (15 clients), je participe à la définition de leurs objectifs commerciaux et à leur stratégie pour atteindre ces objectifs. Je cumule ce rôle de Consultant avec celui d'implementation manager, je configure les outils de la plateforme en fonction de leur besoin.



Rescue Center Costa Rica

• Costa Rica
• Non-profit Organizations
• 1 - 100 Employee

• Responsable de la cuisine

  • Jan 2023 - May 2023

  Je suis revenue au Rescue Center en tant que responsable de la cuisine : - élaboration des menus et des listes de course - gestion, recrutement et formation des cuisiniers (3 personnes) Je suis revenue au Rescue Center en tant que responsable de la cuisine : - élaboration des menus et des listes de course - gestion, recrutement et formation des cuisiniers (3 personnes)



Autobahn transportation USA

• San Jose, Costa Rica

• Customer Success Manager

  • Sep 2022 - Oct 2022

  Customer service (télephone, email, sms), SAV et ADV avec des transporteurs. Customer service (télephone, email, sms), SAV et ADV avec des transporteurs.



The Socialite Family

• France
• Furniture and Home Furnishings Manufacturing
• 1 - 100 Employee

• Head of Customer Experience

  • Jul 2019 - Feb 2022

  Responsible for the customer service team (2 people) and for improving the customer experience in collaboration with the marketing department and the design team. Customer service : - Team management, training and recruitment. - Development and implementation of tools used by the team (project management on Odoo; Zendesk) - Monitoring of KPI's (e.g.: 2021 objective of reducing the number of customer tickets despite significant growth: achieved with a 15% decrease) Customer experience improvement:- Implementation of processes at the logistician to improve packaging, shipping and returns management - Work with marketing to improve customer communication with reassurance objectives (implementation of Welcome Track) - analysis of return rates and measurement of product quality as well as carrier costs/month. Logistics: - Improvement of the map of carriers, implementation of new carriers (Trusk, Captain Transport, Mondial relay, Heppner)- Logistics project management (private sales (2x/year), trade shows (Biennale; Simi)) Show less

• Intership in customer success

  • Jan 2019 - Jul 2019

  - Operational: solving all customer problems (phone and mail), improving carrier map - Strategic: process improvement, Zendesk installation, development of the ERP Odoo on the customer service part



F'Âmes du Monde

• India

• Vice president and head of development and communication

  • Mar 2018 - Jan 2019

  Humanitarian family association created in 2016 allowing vulnerable women to become more autonomous through the learning of sewing. - Development of the association (business plan, market analysis, strategy...) - Implementation of sewing trainings in the field and follow-up - Role of treasurer and project manager - In charge of communication: social networks, creation of visuals and videos, brochures and business cards Humanitarian family association created in 2016 allowing vulnerable women to become more autonomous through the learning of sewing. - Development of the association (business plan, market analysis, strategy...) - Implementation of sewing trainings in the field and follow-up - Role of treasurer and project manager - In charge of communication: social networks, creation of visuals and videos, brochures and business cards



Yumi

• France
• Beverage Manufacturing
• 1 - 100 Employee

• Customer Success and logistics officer

  • Jul 2017 - Feb 2018

  - Responsable du service client, amélioration de la satisfaction client et mise en place d'outils de suivi - Responsable de la logistique des commandes des fournisseurs à la livraison du client final - Amélioration du processus de logistique - Management des préparateurs de commande - Responsable du service client, amélioration de la satisfaction client et mise en place d'outils de suivi - Responsable de la logistique des commandes des fournisseurs à la livraison du client final - Amélioration du processus de logistique - Management des préparateurs de commande



Solid´earth

• Head of the events department

  • Jun 2016 - Jun 2017

  - Pole composed of 8 members : recruitment, formation, management- Organization of the integration weekend and the handover weekend for the 80 members of the association - Creation and management of the budget- Management of the activities set up, contingencies

• Responsible of logistics

  • Oct 2015 - Jun 2017

  - Organization of events to finance the project, crisis management - Logistics during the mission in Burkina Faso of human, material and financial resources - Coordination of team members - Participation in two humanitarian missions (3 weeks each) in the field



Cosmetic Valley

• France
• Personal Care Product Manufacturing
• 100 - 200 Employee

• Assistant to the logistics manager

  • Jun 2016 - Jul 2016

  - Logistics for the Cosmetic 360: management of the exhibition plan, customer locations. - After-sales service for the stands. - Phoning (secretariat, reminders) - Prospecting - Computerization of data - Logistics for the Cosmetic 360: management of the exhibition plan, customer locations. - After-sales service for the stands. - Phoning (secretariat, reminders) - Prospecting - Computerization of data



Cosmetic Valley

• France
• Personal Care Product Manufacturing
• 100 - 200 Employee

• Office worker

  • Jul 2015 - Aug 2015

  - Use of SAP (data entry, sending mailings) - Phoning (secretarial work, reminders) - Prospecting - Computerization of data - Use of SAP (data entry, sending mailings) - Phoning (secretarial work, reminders) - Prospecting - Computerization of data