Christine FERRANDIS

En résumé

Entreprises

• Splendia - Customer service & Sales Manager

  2015 - maintenant - Achieving Sales goals
  - Setting incentives & payroll
  - Establishing budget, roadmap & KPIs
  - Monitoring flow quality (calls and emails)
  - Leading team meetings and one to one meetings
  - Updating documentation
  - Dealing with important Customer Service related issues
  - Interviewing candidates and recruiting

• Splendia - Senior Customer Consultant

  2010 - 2015 - Supporting and supervising customer service team
  - Ensuring excellent customer service was delivered by agents
  - Increasing Sales
  - Controlling daily statistics (level of team's sales)
  - Training new employees
  - Planning shifts
  - Handling inbound and outbound calls ( pre-booking and post-booking )

• CPM Barcelona - HR MANAGER

  2006 - 2010 - Establishing and filling in contracts
  - Registering new employees to Social Security and INEM
  - Managing internal and external recruitment.
  - Contacting and negotiating with temporary agencies (hourly rate)
  - Assessing team leaders' achievements and organizing training sessions.
  - Preventing occupational risks

• Grupo HOTUSA - Trilingual tourist agent

  2006 - 2006 - Organization of touristic tours for french groups
  - Follow up of the accounts

• Air France - Hostess - VIP lounge

  Roissy CDG 2005 - 2006 - Management of the VIP lounge at the Airport
  - Management of employees : cleaning ladies and waitresses
  - Managing the stock of drinks and food.
  - Passenger services, flight information and ticketing

• CPM Barcelona - Customer Service & Sales Manager French - Belgian - Swiss

  2003 - 2005 - Increase of sales
  - Coordinating and managing Customer Service team ( 20 employees )
  - Dealing with admin procedures and HR
  - Hiring and training new employees
  - Organizing one to one and team meetings

Formations

• Perpignan University

  Perpignan 2000 - 2003 IUP Management Touristique et Hôtelier

Réseau

• Cécile BAUDRY

• Claire EMERIAUD

• Frédéric JUTANT

• Nicolas LAJAMBE