Charly Cochet

Experience

• 

  Mercedes-Benz France

  Nov 2014 - Feb 2015

  Marketing and Communication Assistant

  • Website Support: Assisting with the development and updates of websites.• Advertising Creation: Creating advertising materials such as flyers and brochures, and managing advertising on social media platforms.• Direct Marketing: Executing direct marketing campaigns such as mailing, emailing, and newsletters.• Event Logistics: Assisting with the preparation, organization, and logistics of an after-sales event.

• 

  CPM France

  Nov 2014 - Jan 2018

  Sales and Product Demonstrator

  • Conducted street marketing campaigns for Établissement Français du Sang, COGEDIM, Kaporal, and Peugeot.• Demonstrated products at points of sale and stores for PepsiCo, Orangina Schweppes, Unilever, John Martin’s, Lixir, Ricard, Bose, Haagen Dazs, and Nestlé.

• 

  Le Télégramme

  Nov 2014 - Nov 2014

  Junior Sales Executive

  Sale on stand and reception of the public during "La Route du Rhum 2014".

• 

  Eleven The Body Club

  Jan 2017 - Oct 2018

  Marketing and Communication Specialist

  • Developed and executed communication strategies, including writing communication materials and sales promotion tools, organizing communication campaigns, and participating in club events.• Managed multi-channel communication efforts such as email marketing, SMS mailing, and digital marketing, and handled community management and database management/CRM.• Monitored and managed the club's budget, administrative tasks, and inventory management, ensuring smooth club operations.• Developed a membership base by cultivating relationships with prospects, selling subscription packages, and marketing derivative products and additional sales.• Maintained the club's upkeep and created a welcoming environment for members by providing exceptional customer service. Show less

• 

  ComDesBros

  Oct 2018 - Nov 2019

  Growth Digital & Data Marketing

  • Developed and executed digital marketing campaigns, including email marketing automation and cross-posting on social media channels, resulting in increased brand awareness and engagement.• Managed editorial strategy, press relations, and relationships with influencers to increase visibility and promote the brand.• Optimized social media conversations for maximum reach and engagement, using data-driven insights to inform content strategy.• Conducted reporting and ROI analytics to evaluate campaign success and inform future strategies. Show less

• 

  CPM International Contact Centre

  Oct 2019 - now

  • Lead a team of Quality Experts to deliver consistent high-quality support to customers in the European market.• Conduct 1:1 and team-based training sessions to provide coaching, mentorship, and facilitate quality improvement initiatives.• Monitor and track key performance metrics to ensure team and company success.• Collaborate on various projects aimed at enhancing the customer experience and driving customer satisfaction (CSAT) levels.• Develop and implement processes and procedures to ensure the highest level of quality across all customer support interactions.• Continuously evaluate and improve team performance, implementing tailored coaching and development programs that have resulted in a remarkable 30% increase in team productivity within just 6 months.• Develop and maintain relationships with key stakeholders, including customers, partners, and internal teams, to ensure customer satisfaction and identify opportunities for growth.• Stay up-to-date with industry trends and best practices to inform strategies and ensure the team is delivering cutting-edge support to customers. Show less • Monitoring interactions and analyse CS agent performances.• Provide feedback, KPIs report and deliver coaching.• Conduct meetings and calibration sessions with managers, trainers and all stakeholders.• Detect areas for improvement and main opportunities for quality improvement.• Deliver training for Quality Evaluators Specialist and for CS agents.• Building scorecards and quality monitoring forms with relevant metrics.• Develop and implement action plans for quality improvement.• Manage recruitment process in close cooperation with HR Business for the European market. Show less

  • Quality Team Leader EU - Dyson

    Jun 2022 - now

  • Quality Assessment Evaluator - Dyson

    Nov 2020 - Jun 2022

  • Social Media Agent - Dyson

    Jan 2020 - Nov 2020

  • Customer Service & Sales Agent - Dyson

    Oct 2019 - Jan 2020