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Nathalie DONZEAU

TOULOUSE

En résumé

Mes compétences :
Customer services
Management
Training
Translation
Google analytics
Copywriting
Sitecore
HTML 5
WordPress
Community management
Social Media
Digital strategy

Entreprises

  • CPAM - Customer Service Advisor

    2017 - 2017 Answering incoming customer’s calls
    Providing support on améli website
    Updating datas

  • Boden - Bilingual Customer Services Advisor

    2016 - 2016 Dealing with customer calls, emails and providing the highest standard of service.
    Managing Cash collection tasks

  • Georgeson - Proxy Consultation Merger Advisor

    2016 - 2016 Inbound calls: answering calls from French shareholders related to a merger

  • AB Flatmate - Assistant Property Manager

    2016 - 2016 • Communicated with tenants to resolve rental, management, and maintenance issues
    • Prepared new tenant leasing documents, managed file database and property operations
    • Daily optimization of website updates and layouts including editing copy, changing images
    • Dealing will online bookings and notices

  • Upwork - Freelancer: Translation, Copywriting, E-commerce, Google Analytics, HTML5

    2016 - maintenant Freelancer: Translation, Copywriting, E-commerce, Google Analytics, HTML5

  • Georgeson - Proxy Consultation Merger Advisor

    2015 - 2016 Inbound calls: answering calls from French shareholders related to a merger

  • VisitBritain - Online Shop Manager

    2010 - 2015 Managing 2 online shops (France and Australia) in order to maximise revenue generated by those shops and to provide the best possible online customer experience.
    Using Google Analytics to optimize the shops (conversion rates, revenue..)
    Translation & Updates for websites ( creation banners & content)
    Stock management

  • London Satellite Exchange - Technical Support first line

    2009 - 2010  Taking first line support calls.
     Monitoring and reporting statistical information.
     Dealing with customer’s queries.

  • IBM - Trainer and Mentor

    Bois-Colombes 2008 - 2009 Trainer for transition plan IBM in Bulgaria after outsourcing operation between Xerox and IBM .

     Develop and deliver a range of training courses.
     Facilitate regular call listening and feedback sessions.
     Update the process files
     Mentoring new staffs

  • Xerox - Assistante du superviseur

    Saint-Denis 2004 - 2008 * Accompagnement des nouvelles recrues * Cinema ;
    * Revues de comptes avec les agents et managers * Salsa ;
    * En charge du planning des agents et des vacances * Ecriture ;
    * Contrôle et validation de la facturation * Fitness/Vélo ;
    * Encadrement des agents

  • Xerox - Assistant Team Leader

    Saint-Denis 2004 - 2008  Coaching new staff members and present staff
     Reviewing Accounts with agents and manager
     Planning all the Staff shifts & Holidays rota
     Validating credit notes and re-invoices for all the agents
     Ensuring that all Customer queries are resolved efficiently
     Supervising 10 billing administrator agents

  • Xerox - Litigation agent and cash collector

    Saint-Denis 2003 - 2004  In charge of Xerox main Paris based VIP accounts.
     Handling invoices queries and problems.
     Credit Control to reduce the customers balance.
     Assuring the accuracy of invoices being issued.
     Updating customers details in Xerox data base.

  • Xerox - Billing Administrator and cash collector

    Saint-Denis 2000 - 2003  Ensuring the billing and the contract management on various accounts for the French Market, Xerox.
     Responsible of creating and issuing monthly invoices with charges relating to full services and to contracts maintenance.
     Collection of cash of a portfolio

Formations

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