Pauline DE CAGNY

En résumé

Entreprises

• SEMR (www.magicrecycle.com) - Head of Customer Care

  2016 - 2016 - Restructuration du pôle d’activité SAV et de ses outils informatiques
  - Amélioration des performances via supports de formation et réponses types
  - Gestion quotidienne de l’activité sur internet et places de marché
  - Traitement des réclamations paiement, transport, qualité produit
  - Création de processus de gestion qualité et satisfaction client

• DIRECT ENERGIE - Project Executive at Customer Service Department

  Paris 2010 - 2015 Direct Energie, French Private Power Company, Paris, France.
  Project Executive for training and organisation (Oil & Energy industry)
  
  - Engineering new training materials and career path for the call centre employees,
  - Participate in processing and organise new treatment of customer requests,
  - Development of customer loyalty threw inducement campaign,
  - Training and following internal employee and outside contractor,
  - Initiation of a new internal Call Centre,
  - Participate in the CRM development and its testing,
  - Participate in create a training programme for the Professional Customer Service.

• Direct Energie - Sales Developement Manager

  Paris 2007 - 2009 Channel Manager (Oil & Energy Industry)
  
  I am in charge of sales development by monitoring a range of retailers by :
  - Training Managers and Sales People on the energy market and company offers
  - Following up sales development
  - Report evolutions to sales management
  - Report field and market trends to marketing department

• VBS Australia - Field Manager

  2005 - 2007 Field Manager at VBS AUSTRALIA
  (Marketing and Advertising industry)
  
  Field Manager of Door to Door Sales Representatives of energy offers
  - Qualifies and assesses prospect at door, advise customer and make an offer, negotiate the sale
  - Management of six to ten sales persons
  - Records sales activity
  - Bring improvement on personal and team results

• SFD - Product Assistant

  Paris 2004 - 2004 Retail Business Organization in Telecommunication Industry
  July 2004 – November 2004
  
  Product Assistant on mobile phones and telephony offers.
  - Visit Partner and Suppliers to establish and act on buying and selling opportunities
  - Arrange installation and testing of product and services
  - Settle on the best mobile phones line
  - Carry out competitors review, customer changing needs and supplier offers report
  - Sales and activity report
  - Organise challenge for sale representatives

• Canal Plus Distribution - Project Assistant on IVR

  2003 - 2003 Project Manager at the Quality Information and Training Department of the Call Center of CANAL+ CANAL SATELLITE, a Pay-TV company
  - Create and organise training sessions on a new application for employees (planning, testing and launching)
  - Manage and motivate managing staff providing customer services
  - Develop and review policies, programs and procedures concerning customer relations provided
  - Plan functional evolution and maintenance of the Interactive Voice Response (IVR) working with Telecom Engineer for the maintenance and the creation of automatic process. Also I created messages and controlled the ergonomics and the application of CRM.
  - Analyse and report of the activity

Formations

• Groupe INSEEC INSEEC Paris

  Paris 2000 - 2003 Management
  
  INSEEC Références
  
  Membre actif de la Junior Entreprise INSEEC Références : mise en place et suivi d'opérations et animations commerciales.

• IDRAC PARIS

  Paris 1999 - 2000 BTS Action Commerciale

Réseau

• Aurélie DEFOSSE

• Brithin NAIK

• Carole RAYON

• Christophe CABARET

• Cyril HANSEN

• Frank DE CAGNY

• Marine CAZIN-BORG

• Pascal BUISSON

• Pierre-Yves GUEGAN

• Romain DRILLET