Fabienne POUMEYROL

En résumé

Entreprises

• Apple care - Technical support Representative, Technician Specialist, Soluton Engneer IRC

  maintenant -Provide effective service over chat support for all worldwide internal representative using SNAK or Call Center Anywhere
  -Give support on a wide range of technical and general queries over evolving tools
  -Deal with AppleStore Genius Bar and Authorized Service Provider to isolate issue on part’s order in GSX and SAP
  -Invoke Escalation Procedures within defined time frames
  -Send tickets to appropriate Team
  -Set quotation for billable repairs.
  -Responsible for all aspects of the replacement / repair and follow up in SAP from initial contact with client, through to liaising with suppliers
  -Deal with customer’s request for appeasement/refund/replacement
  -Log/Validate all contacts Call Handling GCRM/iLog
  -Resolve Incidents
  -Sale Solution per Incident and AppleCare Protection Plan Services
  -Decide which problems and queries should be further escalated
  -Helped Customer Service team and handled refund with wired transfer and compensation process

• AOL Lens - Project management, Coaching for New Technical Support Representative Team

  maintenant -Report Directly to team managers in order to get new tools and process apply for the new call center
  -Analyse repport and offer solution accordingly
  -Provide training on the job to others
  -Help team’s agent to achieve their goals and ambitions
  -Improve standards, monitor calls
  -Developing and Delivering Training to new Teams

• AOL Dublin - Technical Support Representative, Sales Representative,Customer Service Representative

  maintenant -High percentage of calls and resolution
  -Distribute support on Operating System, Application and Networking Technologies
  -Manage a number of existing and new client’s accounts.
  -Provide a detailed weekly sales report to management
  -Ensure adequate product knowledge to successfully sell the product range.
  -Take a high volume of calls
  -Deal with closed account for none respect of Term Of Use
  -Deal with the billing and refund inquiries and process
  -Find an efficient solution to customer’s issue
  -Accurately log information into database

• Apple Store - Sale Executive-ATL

  PARIS maintenant Sale Executive and Acting as Team Leader for the Sales Team
  -Deal with day to day activities in the team
  -Set targets for the sales team
  -Trained new sale executive, coached the team and gave feedback
  -Responsible for signing Time Sheets and check Scheduling
  -Point of contact and co-ordination with management and the team
  -Give a solution to customer
  -Reach targets set (close rate, customer satisfaction, BTB added, deal closer)
  -Sell hardware and software to consumers and professionals
  -Offer appropriate deal/quotation and BTB to customers
  -Be customer satisfaction focused

• Apple Store - Senior Chat Sale Agent-Acting as Team Leader

  PARIS maintenant Responsible for signing Time Sheets and Scheduling
  Evaluate performances and reporting of the team
  Deal with day to day activities
  -Provide excellent customers experience , isolate customer’s needs and sell the best solutions accordingly over chat using LivePerson
  -Reach target set (orders, income, conversion rate, numbers of chat)
  -Offer quotation online to customer and explain billing process and financing solution
  -Be Customer focused
  -Have strong verbal and written communication
  -Be able to work in a fast paced e-commerce environment
  -Have an extensive knowledge of Apple products , technologies and tools
  -Have an excellent understanding of on-line shopping
  -Be able to work in minimal supervision

• HSBC - Payment Specialist

  Paris 2013 - maintenant Back Office duties
  Call back for domestic and international Payments
  SEPA
  Fraud reporting
  Trained in Risk and Compliance related subjects
  Aware of AML regulations

• Petrus Ky Primary and High School-Center of International English - English Teacher

  2010 - 2012 Teach English to vietnamese students from the age of 7 to adults in a Primary School, High School and Language Center.

Formations

Pas de formation renseignée