Experience

Virtuo

• France
• Information Technology & Services
• 100 - 200 Employee

• Live Operations Team Lead

  • Apr 2023 - Present



Netipbox Technologies

• Spain
• IT Services and IT Consulting
• 1 - 100 Employee

• Senior Project Manager

  • Apr 2022 - Mar 2023

  Project Management : organization of new display installation in different areas. Process improvement in order to be more efficient during our project management process. Project Management : organization of new display installation in different areas. Process improvement in order to be more efficient during our project management process.



Stuart

• France
• Transportation, Logistics, Supply Chain and Storage
• 700 & Above Employee

• Senior Operation Executive - Customer Support

  • Oct 2021 - Apr 2022

  Project management B2B and B2C, stakeholder management, RGPD task related, process improvement (team internal/with other department of the company), data analysis, BPO communication, training to new hires in my team, documentation. I am working with : Jira, Mailchimp, Confluence, Slack, TablePlus, Tableau, Type form, Intercom, Confluence, Miro, Google sheet/doc/from/drive/meet/presentation, Guru. - Action areas in terms of agent quality and the market as a whole - Action feedback from… Show more Project management B2B and B2C, stakeholder management, RGPD task related, process improvement (team internal/with other department of the company), data analysis, BPO communication, training to new hires in my team, documentation. I am working with : Jira, Mailchimp, Confluence, Slack, TablePlus, Tableau, Type form, Intercom, Confluence, Miro, Google sheet/doc/from/drive/meet/presentation, Guru. - Action areas in terms of agent quality and the market as a whole - Action feedback from stakeholders and BPO and initiate projects based thereon - Oversee the implementation of new country - Identify improvement areas and initiate projects - Liaise with BPO QA to ensure quality standards are met - Support program managers

• Operations Executive - Customer Support

  • Jan 2021 - Oct 2021

  Project management B2B and B2C, stakeholder management, RGPD task related, process improvement, BPO communication, documentation. I worked with : Jira, Confluence, Slack, Tableau, Type form, Intercom, Miro, Google sheet/doc/from/drive/meet/presentation.

• Live Ops and Support Quality Specialist

  • Mar 2019 - Jan 2021

  ATAT, refund process creation/improvement (build it since the beginning), refund tickets, BPO communication, chat quality review. I used : Intercom, Slack, Confluence, Type form, Google sheet/doc/from/drive/meet/presentation, Guru. - Responsible for the effective management and resolution of quality issues with customers and partners. - Responsible for processes and continuous improvement - Working closely with Operations and Account Management - Gold customer support contact to guarantee the… Show more ATAT, refund process creation/improvement (build it since the beginning), refund tickets, BPO communication, chat quality review. I used : Intercom, Slack, Confluence, Type form, Google sheet/doc/from/drive/meet/presentation, Guru. - Responsible for the effective management and resolution of quality issues with customers and partners. - Responsible for processes and continuous improvement - Working closely with Operations and Account Management - Gold customer support contact to guarantee the best service - Support in agent training for the Customer Support team.

• Live Ops and Support Specialist

  • Dec 2018 - Feb 2019

  Ticket management, providing support to client and couriers, reporting to account managers and operations weekly issues and improvement areas. I used : Confluence, Slack, Intercom, Bitrix. - Managing and serving as the main point of contact for active/live services. - Live Ops monitoring for supply optimization. - Support to the Quality team for the management of incidents and gold clients.