Rokya TOURE

Experience

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  Le Gic-Action Logement

  Jan 2007 - Jan 2007

  Corporate Communications Intern

  Plan, edit and write content for a variety of internal communications mediums, such as a staff intranet including email updates, newsletters and presentationsPlan, coordinate and execute internal events such as team meetings, off-sites, and team building eventsRespond to feedback from staff and adjust communications content accordinglyIdentify opportunities to promote employee engagement and help foster a positive company cultureMaintain the company’s internal communication tools, ensuring they are up-to-date, user-friendly, and aligned with the company’s goals and values Voir moins

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  Techni-Contact / Md2i

  Nov 2007 - Jan 2007

  Marketing Assistant

  Internwrite original content for webpages - Tailored for the target audienceCheck search terms, rankings and analytics to monitor performance of client websites and make recommendations for improvementWork with the development team to ensure SEO best practices are properly implemented on newly developed codeEfficiently communicate with other marketing professionals to align goalsUpdate content and website links for maximum optimization and search engine rankings

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  Futura Publicité

  Nov 2008 - Jan 2009

  Communication Assistant

  Under a professional training contract (2 days in school, 3 days at the company) In charge of the release of: flyers, Press Relations, invitation card, Advertising on supports (cars, shops windows...)

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  PRISME 95

  Mar 2010 - Sept 2011

  Administrative assistant

  Assisting my manager in all daily task (mailing, phoning) Update the material data sheetOrganizing meetings and training for OrganizationPlan, coordinate and execute internal events such as team meetings, off-sites, and team building events.

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  Korea Brand & Entertainment Expo (KBEE)

  Jan 2011 - Jan 2011

  Receptionist

  Promotion of Korea and Hallyu to French companies

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  Lagardère Travel Retail

  Jan 2012 - Jan 2012

  Saleswoman

  Sale Luxury goods (Clothes, Bags, Shoes) to an international clientele to high end customers for Burberry, Ferragamo, Repetto, Longchamp...Create customer loyaltyContribute to maintain the shop image

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  International Promotion & Cultural Exchange Institute

  Jan 2013 - Jan 2013

  Assistant Teacher

  To give opportunity to learn korean culture and history. To give opportunity to Korean children to improve exchange with Non-Korean people. To develop and promote Korean and French culture.Preparing and participating to korean culture class.

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  MAPRING

  Jan 2014 - Oct 2014

  Communication & Community Manager

  • Increased the following base of the company apps (for English and French speakers) by creating and publishing content. • Created content to share with the community by writing, editing and publishing blog posts, and news stories, managing the email newsletter, and social media channels.• Set up and optimized company pages for SEO within each platform to increase visibility and traffic.• Build and execute social media strategy through competitive research to improve social media presence and brand awareness.• Ensured open communication between the developers and the community by creating a forum, hosting discussions, and taking questions. Voir moins

• 

  Apple

  Jan 2015 - now

  • Worked directly with teams to investigate, resolve, and analyse repair issues, resulting in a 15% decrease in the number of delayed products.• Collaborated with Apple internal stakeholders to streamline and improve processes, resulting in faster time to ship and reduced costs using SAP and internal tools.• Highlighted, and provided reports to management, on daily operations, which ensured that issues were resolved, and proposed preventative action was taken, to ensure that the warehouse was running efficiently.• Continuously working on identifying opportunities for automation, integration and process improvement.• Scheduling and delivering team meetings for up to 15 team members. Voir moins Improved social media support workflow by 10% by implementing a social media strategy that utilized Twitter, Facebook, YouTube, and Apple forums.• Provided accurate text-based technical support for French-speaking customers via Apple Support Communities, Facebook, Twitter and YouTube, leading to the full resolution of the customer's problem in 50% of all cases and reduced customer calls to the technical support hotline.• Reviewed and edited an average of 50 written responses for technical and grammatical accuracy per day by carefully reading and correcting the responses per the established guidelines.• Built relationships with community users by regularly supporting clients using the community's discussion forums and answering email inquiries.• Created Communities Moderation process flow for Apple's different social media pages by conducting a competitor analysis and researching social media trends to build a process ow that was more efficient for the Moderation team than the previous process flow. Voir moins Provided technical support to French-speaking customers via chat, for all Apple products, achieving a 90% customer satisfaction rating over 3 years.• Analyse and isolate a variety of complex technical issues, with a ticket resolution rate of 85% or higher.• Demonstrated ability to manage 3 customers at a time to achieve an average of 30 chats a day by using a combination of technical skills and empathy.• Provided technical support and mentoring to over 20 new Chat Technical Support representatives, while maintaining a high customer satisfaction rate and low call-back rate.• Mentored new advisors on technical support and communication skills for the chat channel. Voir moins

  • Channel Support Specialist (EMEIA)

    Jan 2022 - now

  • EMEIA Social Media Support

    Nov 2018 - now

  • Technical/Customer Support Advisor

    Jan 2015 - Nov 2018