Experience

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  Groupe cofidis participations

  Sept 2007 - Jan 2017

  At Marketing & Customers Unit:- plan, train and monitor the activity of 2 teams with 15 employees in the total, ensure compliance with defined goals and standards;- guarantee liaison with the Customer Acquisition Department and the Loyalty Department to ensure that the team disseminates the campaigns to the prospects and to the customers;- guarantee liaison with the Loyalty Department and the Risk Department concerning the customer retention strategy;- definition and management of the reactive and proactive retention strategy of the company, as well as the maintenance of credit protection insurance;- evaluate and promote the team motivation, safeguarding the adoption of behaviors according to the values of the company;- propose salary increases, performance bonuses, further bonuses and penalties;- represent the Unit in multi-departmental synergy projects and in international projects;- represent the company in legal public bodies, i.e. National Regulatory Bank and Courts. Show less At Marketing & Customers Unit:- plan, train and monitor the activity of a 10 employees team, ensure compliance with defined goals and standards;- management of the company's digital platforms (Homebanking, Mailbox, Click to Call, Click to Chat) and the further physical communications in the company’s Unit;- evaluate and promote the team motivation, safeguarding the adoption of behaviors according to the values of the company;- propose salary increases, performance bonuses, further bonuses and penalties;- represent the Unit in multi-departmental synergy projects. Show less At Credit Collection Unit:- plan, train and monitor the activity of a 10 employees team, ensure compliance with defined goals and standards;- guarantee liaison with the other departments of the Collection Unit to conform all the contracts in default;- evaluate and promote the team motivation, safeguarding the adoption of behaviors according to company values;- propose salary increases, performance bonuses, further bonuses and penalties;- represent the Unit in multi-departmental synergy projects. Show less

  • Commercial & Customer Relationship Management Team Leader

    Mar 2014 - Jan 2017

  • Commercial Support & Homebanking Team Leader

    Jan 2012 - Feb 2014

  • Collections Team Leader

    Jan 2010 - Dec 2011

  • Collections Specialist

    Oct 2008 - Dec 2009

  • Credit Analyst

    Sept 2007 - Sept 2008
• 

  Volkswagen financial services – portugal

  Jan 2017 - Feb 2021

  Department responsible of contract & loyalty management & contact center

  At Customer Service Unit:- spearhead a department of 25 employees arranged both internally and outsourced;- department teams are: Contract Management, Loyalty Management, Insurance Management, Car Services Management and Contact Center;- on the insourcing teams a daily monitoring of KPI & SLA directly, as well as evaluation and promotion of the teams motivation;- on the outsourcing teams a regular control of KPI & SLA with the supervisor’s team;- department processes improvement, work instructions and technical manuals;- customer complains management and improving customer journey;- management of department/company service providers and business partners, and launch tenders to the market, on topics such as: printing & finishing; postal distribution; legal; telephone; car maintenance; insurers;- representing the Unit in multi-departmental synergy projects and in international projects;- represent the company in legal public bodies, i.e. Courts. Show less

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  Vorwerk group

  Feb 2021 - now

  Operations director