Experience

Motisha

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

• Customer Service Executive

  • Jan 2022 - Present



Orange

• France
• Telecommunications
• 700 & Above Employee

• Virtual Content Specialist

  • 2017 - Jan 2021

  Creates logical layers of data/information flows based on user segmentation & develops required e_material for knowledge management & competence development for all channels B2C and, B2B Sales, CSAssesses the impact of incoming projects, such as induction programs & GTM, and creates the necessary content to make relevant information available on time and correct for all parties, such as: GTM e_deliverables Pull information deliverables including Mobipedia Push information deliverables including flying mail, (In)direct info,…. Create all e- learning modules: e-learning, webinar, etc…Defines & translates the sales argumentation and information on products, promo’s and services for the channels in close collaboration with the marketing product managers, trade/channel marketers, marketing launch project leaders and ensures validation before publication through different kinds of mediaManages the knowledge base from a content point of view and is as such responsible for a permanent product update & quality checkCreates & manages communities to create user generated content. Monitor this user generated content & decide if transfer to info or learning is neededStays up to date with and implement best practices in the domain of learning & communication. Make use of available carriers & technology such as smartphone, TV, Salespad, videoCreates, improves & performs on line assessment processes & content. Investigates alternatives for skill assessment in certification.Analyzes portal evolution needs, proposes improvements, draws up evolution deliverables, follows up deliverables and milestones for the channel portalsls Show less

• Voice of the Customer Expert

  • Feb 2013 - Jan 2021

  Defines priorities for the company to improve customer experience, avoid the need for service and promote digital self-service. Builds the case for change, proposes improvement areas for decision and collaborates with people from the department responsible for the issue at hand to implement structural improvements.

• Customer Experience & Process Analyst – Voice of the Customer Team

  • Jul 2012 - Jan 2021

  Analysis of call drivers & customer (dis)satisfaction reasons to identify trends & root causes.Improve the understanding within the company on why the customers are contacting Mobistar. Identify & propose improvements streams.Identify the business requirements & build the business case for each validated improvement stream from a business process, technical, and financial perspective. Ensure that the validated improvement streams are implemented by the responsible department. Ensure that all E2E customer relation processes are described, published and communicated. Ensure these are in alignment with the ISO & SOX criteria and consistent with the Business requirements. Continuous Improvement of processes & work methods : based on analysis & feedback from the different stakeholders Show less

• Operational Improvement Expert

  • Mar 2010 - Jul 2012

  Actively participating to the development of a qualitative Customer Service (internal & external) by ensuring the good knowledge of the CSR’s, easy access to all information, efficient work instructions (on company initiatives & correct application usage) to provide best in class services to Mobistar's customers. Representing the voice of the customer in all interactions with other departments and suggesting structural operational improvement projects.

• Coach

  • Sep 1999 - Jul 2010

  Coaching of internal and on occasions customer service representatives @ external partners on knowledge, skills & related applications, processes and work methods ; contributing to a higher customer satisfaction -Contributing to the development of the specific Customer Services training modules in co-operation with the training team by way of determining collective and individual training needs of customer service representatives -Giving briefings, refreshers and trainings (classroom training) to customer service representatives to ensure that all are continually informed on all products, billing matters, work methods, business and technical issues -Making structured action plans in case of recurrent quality deficiency and for newcomers -Advising & reviewing work methods in collaboration with Proces owners-Ensuring a continuous awareness of the departemental KPIs to make sure that coachings are relevant and focussed to these KPIs Show less

• Coach

  • 1999 - 2010



NV Mobistar

• Senior Coach Professional Contact Center Operations

  • 1999 - 2008

  Improve the operational quality and maintain or increase the CSR’s knowledge & skills through continuous support and monitoring in order to deliver the best in class customer service. Give first line support for CSR’s. Be available on the floor to answer questions and to guide CSR’s in their day-to-day tasks. Deliver support re-actively and pro-actively. Walk around on the floor to help the agents and to make sure that all CSR’s are aligned. Interact immediately when calls are going wrong and appraise CSR’s when doing a great job. Organize briefings, refreshers and specific trainings to ensure that all CSR’s are continuously informed on products, offers and working methods. Show less