Experience

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  Internet marketing online

  Aug 2009 - May 2011

  Customer relations specialist

  -Resolves customer questions, complaints and requests via e-mail and chat (in either English orFrench language).- Respond promptly to customer inquiries- Handle and resolve customer complaints- Perform customer verifications- Manage customers' accounts-Offers customer support using different software applications created and developed by Playtech and iTech Labs.- Record details of actions takenI had to work with 16 applications- tools that we sold to the customer and then we offered support for them like guiding them to use the tools or if they had technical inconveniences. We always had to check and try everything possible to help and only in the worst scenario, we could actually escalate the issue to the technical team in London.Periodically, we had to check the sites for errors, as well as all the new releases. We looked not only for technical bugs, but also for the quality of the product: how easy is to use, if the customer experience increased, if the guide is complete and accurate. Show less

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  Accenture

  Sept 2011 - Feb 2012

  Service desk hr support

  The main responsibilities were to resolve customer questions, complaints and requests via e-mail and phone (in either English or French language).Other tasks:•Respond promptly to customer inquiries•Handle and resolve customer complaints•Perform customer verifications•Offers customer support using different software applications (i.e. SuccessFactors).•Record details of actions taken with a ticketing application such as WQM

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  Interoute

  Feb 2012 - Jun 2017

  Entrusted with the end-to-end responsibility for Platinum customers, I meticulously uphold SLA compliance and service availability throughout the service life cycle. My role involves nurturing customer relationships, ensuring repeat business through effective upselling, and promptly addressing any concerns or complaints with professionalism. Collaborating closely with Sales Heads and Account Managers, I contribute to the company's revenue by facilitating new bids and deals. Additionally, I am adept at preparing on-demand reports for both customers and internal management. Conducting monthly reviews with customer executive management ensures proactive issue resolution. As the escalation point for supplier-related matters, I guarantee that suppliers align with SLA and OLA commitments. My focus extends to ensuring a smooth transition for new customers and services into operations Show less The primary responsibility was to be a single point of contact for customer base in case of incidents, requests or other information that is required by a customer. Contact was done by phone, email our via portal.• The information needs to be summarized into a “ticket” into the CRM system called Siebel. This information is used by engineers to resolve the issue or to provide the requested information.• One of the responsibilities is to manage telephone calls professionally, efficiently and with excellent communication skills• Support and collaborate with the technical team, both engineers and colleagues working with our providers• Providing proactive support to customers across all platforms. • Managing a portfolio of customers and attending to their request in a rapid and efficient manner. Reviewing tickets and procedure during conference calls. Show less In my capacity at Interoute, I oversaw the relationship and engagement with cunnliores operating at both the commercial and operational levels. Regular supplier reviews, my focus was on enhancing the response times. The role demanded active engagement with peer-level and senior C-level supplier management for timely escalations, ensuring swift resolution of customer issues and continuous support availability. Additionally, I had the following tasks:∙ Liaise with Interoute's local tail suppliers (OLO) and build strong relationships.∙ Raise tickets with suppliers (OLO) and ensure regular updates and feedback via the telephone, email web portal and internal ticket.∙ Manage OLO-related customer faults and ensure they are resolved within SLAs.∙ Perform and interpret results of basic technical operations (ping tests, loops, etc) to confirm OLO and service status.∙ Ensure appropriate processes are followed and associated documentation updated.∙ Clearly communicate incident progress to customers throughout life cycle until final resolution.∙ Work with internal operations and regional support organizations in order to resolve customer issues speedily.∙ Escalate effectively and according to documented processes both internally and externally to ensure prompt resolution of incidents.∙ Provide documentation and reports to customers and senior management on incident progress and resolution.documentation are regularly reviewed and updated to meet the highest standards∙ Audit Supplier (OLO) contact and escalation details regularly and ensure that all pertinent systems are updated promptly.∙ Report security incidents to the appropriate operations functions on detection.∙ Comply to Interoute Security Management controls, security policies and report security incidents to line manager. Show less

  • Service Assurance Manager

    Jun 2013 - Jun 2017

  • Premium Customer Support Agent

    Aug 2012 - May 2013

  • Service Desk Carrier Support

    Feb 2012 - Aug 2012
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  St george school

  Jan 2017 - Jul 2017

  French teacher
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  Iwc

  Jul 2017 - Nov 2017

  Treasurer
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  Freelance, self-employed

  Jan 2018 - Dec 2022

  Freelance translator
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  Nord anglia education

  Nov 2018 - Jun 2019

  Substitute teacher
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  Compass international school doha

  Jun 2019 - Dec 2019

  Admissions officer

  It was a learning opportunity in a different domaine while still working with customers. The key activities were evaluating and processing applications from prospective students. I meticulously assessed academic records, personal statements, and reference letters to ensure a holistic understandingof each candidate. Additionally, I often had to conduct interviews to assess applicant's suitability and potential contribution to the school community. I managed admissions procedures, communication with parents while facilitating a smooth transition for admitted students. Overall, my objective was to select individuals who align with the school's values and academic standards, fostering a diverse and enriching student body. Show less

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  Goethe university

  Apr 2022 - Apr 2023

  Editorial assistant

  As a passionate reader and a scholar of literature, I joined the Editorial Board of Matatu to support in the communication with authors, editing, and first proof reading of the manuscripts to ensure that they were following the guidelines of the magazine.The job was as assistant to the Head of the department of New Philology at Goethe University. I learn a lot by working with him, as well as with other brilliant scholars.

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  Ioki

  Oct 2022 - Mar 2024

  In this role I had to develop a strategy for the French market, as well as structures, processes, and campaigns that would promote ioki product on the French transport SaaS market. My major responsibilities included:• Market Analysis: Conduct thorough market analysis to identify potential business op- portunities and key competitors in the French market.• Strategic Planning: Develop and implement strategic plans for sales growth, consid- ering the unique dynamics and trends in the French business environment.• Strategic Planning: Develop and implement strategic plans for sales growth, considering the unique dynamics and trends• Client Relationship Management: Build and nurture relationships with potential clients, understanding their needs and providing tailored solutions to drive business development.• Sales Presentations: Prepare and deliver compelling sales presentations, showcasing products or services and emphasizing their value proposition for the French market. •Collaboration with Cross-functional Teams: Work closely with marketing, product, and other teams to align strategies and ensure a cohesive approach to business de- velopment.• Negotiation and Deal Closure: Engage in negotiations with clients, finalize contracts, and secure deals that contribute to revenue growth.• Market Expansion: Identify and pursue opportunities for market expansion, including potential partnerships, collaborations, or new channels to increase the company’s presence in France.• Performance Analysis: Regularly evaluate sales performance, track key metrics, and adjust strategies as needed to achieve and exceed business development targets in the French market. Show less

  • International Sales and Business Development Manager

    Mar 2023 - Mar 2024

  • Sales & Business Development International

    Oct 2022 - Apr 2023
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  Self-employed

  Jul 2024 - now

  Customer journey consultant

  In this role, I collaborate with early-stage companies to design, optimize, and implement effective customer journeys that drive engagement, conversion, and retention. Key responsibilities include mapping customer touchpoints, analyzing data to identify pain points, and crafting strategies that enhance the customer experience across digital and physical channels. This role allows to fine tune my skills in startup dynamics, communication, and the ability to work independently to deliver impactful results. Show less