Samuel Puissant

Experience

• 

  A-BLOK

  Jan 2010 - Jan 2012

  Junior Producer and Communications Specialist

  Junior Producer- Acquired new clients via cold calls and networking events for projects in Germany, France and Spain- Production of performances to match clients’ communication needs- Coordinated artists, logistics and corporate client on siteCommunications Specialist- Responsible for the website, newsletter, translations and communication on social networks- Conceptualized collaterals and coordinated with outsourced graphic designer

• 

  Kulturprojekte Berlin GmbH

  Jan 2012 - Jan 2012

  Production Intern

  - Produced an artist project independently and acquired 10.000€ sponsorship- Communicated with exhibiting artists within production and released not selected artists- Assisted management board during production and events- Market research for exhibition’s evaluation

• 

  Fab.com

  Jan 2013 - Jan 2013

  - Monitored and coached 23 German speaking Customer Care Agents in Berlin and NYC- Ensured all levels of service excellence and process adherence were achieved- Delivered QA findings in daily reports to global management team and identified ongoing training needs - Provided ad hoc bi-lingual trainings on new processes and special projects - Resolved customers’ inquiries over phone and e-mail in German, French and English - Localized Fab voice and semantics for French language support

  • Quality Assurance Coordinator

    Jan 2013 - Jan 2013

  • Customer Care Agent

    Jan 2013 - Jan 2013
• 

  Yapital

  May 2014 - Sept 2015

  Optimizing interactions from the Customer's perspective to foster Customer Loyalty:- Implement Net Promoter Score and Customer Satisfaction Survey - Implement Post Call IVR Satisfaction Survey for Customer Support hotline- Propose and coordinate product and service improvements thanks to Customer Feedback- Identify Touch Points and design Customer Journey Map- Built contact cause report and deliver crucial KPIs on a weekly basis to support Management strategic decisions. - Report crucial user and operations KPIs on a weekly basis with a self-built tool to help Management strategic decisions.- Coordinated communication to customers on the limits of their account with Product, UX, Risk and Marketing Teams.- Resolve customers’ inquiries over phone and e-mail in German while handling their confidential data.

  • Customer Experience Manager

    Jan 2015 - Sept 2015

  • Customer Support Representative

    May 2014 - Dec 2014
• 

  WleC white label eCommerce GmbH

  Oct 2015 - now

  Account Manager

  Account Management:- Betreuung von Key Accounts, sowie Neu- und Bestandskunden- Consulting und Beratung- Anforderungsmanagement- Prozessoptimierung