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Sarah BORREL

SYDNEY

En résumé

Diplômée de l’ESCP-EAP, spécialisation en Marketing et Communication en anglais.

Bilingue français / allemand
Anglais & Espagnol courant

Mes compétences :
Chef de projet
Client service
Marketing
Service après vente
Service client
Ski
Sport
Tourisme
Tourisme durable
Vente

Entreprises

  • Virgin Money Australia - Customer experience manager

    2011 - maintenant – Responsible for ensuring that all customer communications were clear, fair and not misleading for all Virgin Money products

    – Project managed various customer experience improvements leveraging the expertise of VMA partners in order to improve customer satisfaction

    – Worked with partners to ensure that all customer complaints were resolved adequately

    – Identified and reviewed the business processes that were generating complaints and developed corrective plans to address these

    – Identified improvement opportunities and worked with partners to develop systems and refine processes

    – Defined adequate staffing levels in all centres and within budgeted staffing costs in alliance with VMA Marketing Team and partners

    – Developed and managed the reporting framework for the Contact Centre activities and complaints

  • Virgin Mobile France - Responsable SAV

    Clichy 2008 - 2010 – Management of operations, liaison and follow up with the dedicated customer service call centre and the mobile phone repair centre

    – Administration of all financial matters relating to after‐sales service including: annual budget preparation (approx. 3M€), stock take and inventory organisation (approx. 6000 mobile phones), invoice validation and reconciliation

    – Project manager and operational liaison for the implementation of a new aftersales service management system, integrated into the CRM which helps customer service agents identify and solve client issues

    – Development and ongoing management of a reporting framework of after-sales service activity

    – Organization of a tender to change the outsourced provider of after-sales service
    o Management of requests for information and proposals from competitors
    o Negotiation of tender prices and contractual terms with bidding vendors
    o Supervision of the transfer of after‐sales activity to a new repair centre

  • ACCENTURE France - Analyste

    Paris 2005 - 2008 o Project manager for the launch of a new range of business class services for the
    French national railway company
    Liaison and development in conjunction with internal and external vendors
    of the new business class services
    Development and tracking of the project plan for the launch of the new
    services

    o Change management lead for a CRM project in the banking sector
    Conducted workshops with current CRM users to capture business
    requirements and issues to be incorporated into the new CRM’s
    development
    Developments of the entire training programme for business users

    o Management of the upgrades and change requests for the system used by the
    sales administration department of the Valeo Group worldwide
    Preparation of material and completion of training for the roll out of the new
    sales administration system of the Valeo Group in the USA

    o Participated in a mission to Cambodia as part of Accenture’s NGO in order to
    develop the NGO’s communication strategy to raise private funds
    The NGO, "Passerelles Numériques", created its first IT school in Phnom Penh
    for teenagers whose families can’t afford to offer them a higher education.

  • AUDITOIRE - Assistante chef de projet

    Villers Cotterets 2005 - 2005 Auditoire, est une filiale de TBWA France. Il s'agit de l'agence conseil en communication et marketing événementiels du groupe.

    Mes missions: Relations avec le client et les graphistes et avec les différents prestataires de services, mise en place et suivi de l’ensemble des éléments visuels liés au projet.

  • SWISSCOM MOBILE - Assistante « Sales Service Management »

    2003 - 2003 Swisscom Mobile est une société du groupe Swisscom. Il s'agit de l'entreprise de télécommunications leader en Suisse, dont le siège se trouve à Berne.

    Mes missions: Mise en place d’un programme de formation et d’"incentive" pour la force de vente, suivi des services vendus dans les différents canaux de commercialisation, développement de campagnes promotionnelles, développement d'un nouveau package de services (management de crise), reporting.

Formations

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