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Marie Pierre ROSMEULEN

PLANCENOIT

En résumé

Proficient generalist in translating VOC (Voice of Customer) adequately and compliantly delivering a best in-class
customer experience that builds loyalty and enable growth.
Drives processes to identify and correct gaps in the customer experience based upon qualitative and quantitative
feedback/data.
Experienced in a process based multi-national environment, remote management and multicultural work teams.
Motivated team-player with performance in maintaining quality standards, ensure procedures compliances and
meet business objectives.
Insightful with analytical and strategic thinking.
Prepares KPI’s reporting, interpret, publish, discuss with concerned stakeholders.
Shows personal determination and resilience with a proactive approach to problem solving.
Meticulous, organized and disciplined with excellent prioritization and time management skills.
Rigorous, strong attention to details and results oriented.

Mes compétences :
ISO 900X Standard
Audit
remote management
level management
Project Management
Microsoft Word
Microsoft PowerPoint
Microsoft Outlook
Microsoft Office
Microsoft Excel
Lotus Notes/Domino
Customer Experience
Business Development

Entreprises

  • Global Corporate Travel American Express - Customer Experience Manager

    2010 - 2014 J'ai acquis, par mon expérience professionnelle au sein de différents départements d’une société multinationale exigeante, un véritable sens du Service Client alliant productivité et qualité.

    J’ai réussi à améliorer la satisfaction des clients corporates tout en réduisant les coûts de demandes de services clients ce qui a permis de contribuer à fidéliser les partenaires et permettre la croissance.

    Mon domaine d'action est diversifié : instauration et recueil de données quantitatives et qualitatives de la VOC (Voice of the Customer), création , analyse et synthèse des résultats des études , élaboration des objectifs, recherche et transmission d'informations sur les améliorations opérationnelles, maintenance et support des outils de mesure d’indicateurs de performance.

  • American Express - Quality Services Manager

    RUEIL MALMAISON 2007 - 2010

  • Amex Business Travel Inc. - Quality Manager

    2002 - 2007

  • BBL Travel - American Express JV - Quality Manager

    1998 - 2002

  • Amex Corporate Travel Inc. - Quality Manager

    1993 - 1998

  • Corporate Travel - In Charge Levi's Outplant

    FONTAINEBLEAU 1991 - 1993

  • Platinum Centurion Services - Senior Travel Counsellor

    1990 - 1991

  • Platinum Travel and Lifestyle Services - Travel Advisor

    1989 - 1990

  • Travel Related Services Amex - Travel Counsellor

    1983 - 1989

Formations

  • Institut Emile Gryson Du CERIA - IPIAT (Bruxelles)

    Bruxelles 1979 - 1982 Bachelors Degree

Réseau

Pas de contact professionnel

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