Responsable du service client

• Apr 2023 - Present

Associate

• Jul 2022 - Present

Private Investor

• Jul 2022 - Apr 2023

Head of Customer Care & SAV

• Aug 2021 - Apr 2023

Chef de groupe

• Feb 2021 - Aug 2021

Activity Management: - Manage the activity and allocate resources according to the activity - Prepare and animate the briefing (related to the activity, the security and the life of the site) - Deal with anomalies and deviations and ensure follow-up and corrective treatment. - Ensure the reporting at the end of the job - Inform the N+1 Management of the team: - Establish the point of attendance / absences. - Ensure the link with the HR department - Carry out the control of hours - Monitor permanent and temporary employees (production, progress, evaluation) and conduct various interviews - Ensure smooth communication between managers, the HR department, and employees. Show less

Responsable service clients

• Nov 2019 - Dec 2020

General mission - Lead and manage a team of customer relationship managers. - Organizes and controls the multi-channel customer reception activity as well as first-level administrative management. management. - guarantees the traceability of complaints - Ensures the reporting of its activity. Main activities Team management - supervise, control, and lead the members of his/her team members. - Organize the activity. - Disseminate good professional practices. - guarantee the continuity of the physical and telephone reception telephone reception during the defined time slots. - control the application of procedures and the quality of of the activity. First-level administrative and multi-channel management - Validate draft responses to customers. - supervise the LRAR follow-up dashboard and ensure, if necessary, the reminders to the services. - control the application of procedures and the quality of of the activity. Communication with clients - Create and update an information document concerning methods and processes. - participate in the elaboration of quality surveys. Relational environment To ensure external relations with - customers. - agents in charge of public safety. Ensure internal relations with - all departments. Knowledge and skills required - Team leadership skills. - Organizational skills. - Writing skills. - a sense of customer relations Level of delegation - autonomy within the framework of internal procedures Show less

Concierge Night / Bilingual Assistant

• Dec 2017 - Oct 2019

-Office Management -Concierge services, assistance to facilitate the daily life of members -Management of large accounts - Account management -Processing of VIP requests for members of COMEX / Stakeholders / CEO's / Executives / Corporate corporate members -360° agenda management -Travel management : Flights / Trains / Vtc/Taxi -Trip management: hotels/business destinations and vacations -Organization of banquet / seminar / conference / dinner -Organization of team building -Creation of tourist guide during the vacations of the clients -Basic assistance: note-taking / mail / telephone reception / call telephone reception / call screening Customer billing follow-up: disbursements - purchase of consumption, tickets for cultural or sports events... -Last-minute organization whatever the need -Accompaniment during travel Show less

Superviseur Santé

• Aug 2016 - Oct 2017

-Manage the teams directly. -management of a client portfolio -Management of the activity -treatment of conflicting calls -call and email processing -outgoing calls to individuals and health professionals health professionals. -management of the remaining stock in management -HR management -Manage the teams directly. -management of a client portfolio -Management of the activity -treatment of conflicting calls -call and email processing -outgoing calls to individuals and health professionals health professionals. -management of the remaining stock in management -HR management

Office et service client quality manager

• Mar 2015 - Jul 2016

Management of the customer relationship with all the departments in relationship with the customer. In order to acquire the ISO NF 345 customer service service. -Missions carried out: -To carry out the listening of all the employees in direct relation with the customer. -Debriefing of customer service representatives following the carried out. -Management of the teams in terms of customer relations. -Creation of "training workshops" in order to dynamize the implementation of the different areas of improvement of the customer service representatives. -Management of dashboards and quality monitoring. -Listening to and motivating customer service representatives. -Creation of a listening procedure. -Standardization of the customer service representatives' discourse. Show less

Téléconseiller + Relai Expert + Superviseur de plateau

• May 2012 - Jan 2015

Within the PAT (technical assistance platform), management of 60 diversified customers (For example Nespresso, Coca-Cola Enterprises, Home of the Ministry of Defense...) -Missions or tasks performed: Support/assistance to the teleconsultants -Realization of the quality listening of all the telephoners. -Realization of statistics -Realization of qualification tables. -Management of the teleconsultants during the week and the weekend. -Training of the teleconsultants on the different accounts. -Processing of customer feedback -Writing of emails or communication with the client principal Show less

Téléconseiller

• May 2011 - Apr 2012

Telephone reception Order taking Order follow-up Management of disputes Telephone reception Order taking Order follow-up Management of disputes

Téléconseiller

• Sep 2010 - Mar 2011

Telephone reception Order taking Management of disputes Telephone reception Order taking Management of disputes

Téléconseiller

• May 2009 - Feb 2010

Telephone reception Sales of teleshopping products Management of disputes Telephone reception Sales of teleshopping products Management of disputes

Night Auditor

• Jan 2007 - Aug 2008

Reception of customers Management of the cash register Setting up for breakfast service Reception of customers Management of the cash register Setting up for breakfast service