Mes compétences :
Qualité
Gestion de projet
Service client
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
Paris2010 - 2015Direct 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
Paris2007 - 2009Channel 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 - 2007Field 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
Paris2004 - 2004Retail 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 - 2003Project 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
