Description

With 15 years' experience in customer relationship management, I have developed expertise in managing teams dedicated to customer service excellence. At Getaround, I supervised three centres with over 100 employees and managed innovative training projects at Comdata Group, demonstrating my ability to adapt and innovate.

Trustpilot

I bring the expertise to help your business centralise online reviews in one place and take full advantage of the powerful tools of the Trustpilot platform. Together, we can build a more balanced and positive public image for your brand, promoting trust and growth. More information: sup.coop/en/trustpilot

Zendesk

I've been working with Zendesk since 2017, offering a wide range of services to elevate your customer support. From automating repetitive tickets and opening up new communication channels to optimising internal and external helpdesks, I can help you modernise your operations. What's more, I'll help you refine triggers and ensure accurate reporting so you can make informed decisions.

Wordpress

With over 15 years' experience using WordPress, I can help you create a new site, troubleshoot your existing site and navigate the complexities of hosting. In addition, I can integrate your WordPress site with the tools you use on a daily basis to streamline your workflows and improve efficiency.

To develop my business in line with my values, I decided to join Coopaname. Coopaname is a cooperative of activities and employment (Scop), bringing together salaried entrepreneurs (partners) around a collective project.

Industry field of expertise

Languages

English
Native or bilingual
French
Conversational

Workplace preferences

Can work on-site

Ipswich (up to 20km), London (up to 10km), Bristol (up to 10km)

OCUS
Head of Customer Service
FILM AND AV
April 2024 - Today (2 years and 2 months)
Paris, France
- Implementing customer service automation (chatbot, ticket triage, etc.)
to connect our community with the right person who has the right information to help them
- Creating and deploying processes, quality standards and tools for the existing customer service team
- Developing new internal relationships and escalation processes between departments in contact with our community
- Adapt Zendesk to better meet the needs of customer service agents
- Find a balance between community expectations and business needs to provide effective and efficient customer service
Zendesk Hubspot
Getaround
Customer Service Operations Manager for Northern Europe
TRANSPORTATION
April 2019 - November 2022 (3 years and 7 months)
Paris, France
50 FTEs in 2 centers, including Team Leads, Quality Managers
• Built the organisation of CS Operations of UK, Germany, Norway, Austria with internal and BPO
• Manage daily CS operations, optimizing service reactivity (30min email first reply time) and quality (95% CSAT)
• Manage complex customer cases
• Lead and collaborate with cross functional teams (Product, Legal) for process & service optimisation
• Manage strategic projects (implement WW telecom infrastructure, Zendesk revamp)
konecta
Project Head Training & Quality Coach
AUTOMOBILE
October 2016 - April 2019 (2 years and 6 months)
Gennevilliers, France
As the Training & Quality Coach for a luxury Japanese vehicle brand, I oversee 10 markets, including the UK, France, Italy, Germany, Bulgaria, Poland, Netherlands, Hungary, Belgium, and Luxembourg. My primary role involves training and knowledge dissemination across all markets, addressing market specific items and legal processes, and implementing processes and quality audits. Secondary responsibilities include collaborating with supervisors on KPI management, team meetings, Action Plans, Performance Improvement Plans, client reporting, and ad-hoc supervisory tasks. I also handle challenging phone calls and previously advanced from an agent to the quality team for another Japanese vehicle brand, where I interacted directly with the client, supervised a 40-person team, and ensured timely completion of tasks.