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Caroline LE BARS (LEGRU)

Paris

En résumé

Responsable de missions/ projets auprès de grandes entreprises dans le domaine de la relation client multicanale, et dans le domaine de la gestion client et du recouvrement des créances

Mes compétences :
BFR
Centre d'appels
Contrôle de gestion
Customer services
Management
Pilotage
Recouvrement
Relation Client

Entreprises

  • Capgemini consulting - Vice President Customer Experience Customer Service

    Paris 2002 - 2016 Vice Présidente - Leading Digital Customer services offer within Capgemini Consulting-
    Leading projects such as multicanal strategy and tranformation, customer contact center, customer satisfaction, claims process, and credit management process
    Skills :
    - Contact center / Operational Performance management
    - Customer service / Multichannel business model
    - Customer relationship / Sales force Professionalization
    - Customer Interaction Analytics
    - Customer processes / billing and credit management/ working capital requirement
    - Program / project scoping and management

    Main credentials
    - CNP Assurance - Diagnostic des parcours clients via notre offre Customer Interaction Analytics
    - BNPPF /Customer service design- Diagnosis via an analytics approach and Service design by customer segment
    - Group AF / KLM: Customer service design – Service offer by customer segment and operational model impacts on Contact centers
    - GRDF/ Design and implementation of a national contact center (prospecting and development of customer loyalty)
    - ETISALAT / Diagnosis of call centers performance and target vision of the Customer service
    - Malakoff Médéric / Diagnosis of the contact centers performance and recommendations on the evolution of the organizational model and the processes (forecast / planning resources and complaints)
    - RENT A CAR INTERNATIONAL COMPANY/ Contact centers diagnosis and target vision
    Customer services trends and benchmark
    - EDF / French main Electricity retailer
    - New activities model organization for customer service and professionalization of agents
    - New distribution model for Contacts center and technology innovation levers
    - Post- unbuldling transformation program for call centers and other channels
    - Working capital requirement project and studies on collection cycle performance

  • Cap Gemini - Consultant fonctionnel Finance

    SURESNES 2001 - 2002 Chef de projet informatique Service Titres aux Institutionnels- Société Générale Paris - New York

  • Pinault - Printemps-Redoute - Stage en analyse stratégique

    2000 - 2000 analyse de cible potentielles
    analyse concurrentielles
    etude de nouveaux concepts

Formations

  • Instituto Tecnologico Autonomo De Mexico - Mexico City ITAM (Mexico Df)

    Mexico Df 2000 - 2000 Maestria en administracion

    Maestria en administracion

  • Ecole Supérieure De Commerce

    Reims 1997 - 2001 Finance et stratégie internationale

  • Reims Management School - RMS (Reims)

    Reims 1997 - 2001

Réseau

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