Experience

• 

  Olotels.com

  Jul 2005 - Apr 2012

  - Responsible for the customer experience in terms of after salesservices- Identify training needs and perform training programs for agents- Bring solutions that meet client objectives and business needs.- Organize the handling of customer calls, requests and inquiries toachieve customer satisfaction and increase customer loyalty- Recruit, mentor and develop customer service agents- Organize agents training and evaluation process- Develop work procedures, policies and standards and achievequalitative and quantitative targets- Ensure a good communication flow with all departments Show less - Oversee and assess customer service staff activities, and providingthem with regular performance-related feedback.- Strategise and monitor daily activities of customer service operation.- Ensure that the customer calls and emails are handled and answeredon time and accurately- Assist with development and implementation of service policies, andexplaining these to staff and customers.- Determine work procedures, work schedules, and workflow forcustomer service staff.- Maintain in-depth working knowledge of the company’s brands,systems and processes.- Maintain communication with customers via emails, phone calls. Show less

  • Manager - Customer care department

    Feb 2011 - Apr 2012

  • Customer Care Supervisor

    Jan 2007 - Jan 2011

  • Reservations and customer care agent

    Jul 2005 - Jan 2007
• 

  Amoma.com

  May 2012 - Sept 2019

  - Supervise key accounts for B2B and B2C online market.- Define and structure the approach for building and optimizing therelationship with the providers- Communication with account management and leadership fromproviders in relation to operational and financial matters- Build lasting relationships with suppliers in order to optimize businessand customer experience- Negotiate operational and financial disputes with suppliers- Identify situations with a negative impact on business and coordinatethe technical support team in order to fix the issues and achieve theperformance indicators established- Continuous improvement of procedures by regularly reviewingprocesses and suppliers performance evaluation- Ensure effective issue resolution by liaising with all relevantdepartments- Serve as the link of communication between key suppliers andinternal teams- Create reports for higher management Show less - Facilitate and maintain an effective corporate approach to themanagement of complaints- Design and develop training for agents - Support the agents professional development to enhance theirperformance by ensuring appropriate training- Coordinate the team in order to achieve the performance indicatorsestablished- Undertake the appraisal of managed staff and support theirdevelopment- Coach, organize, improve agents quality.- Provide advice and support to staff on the handling of complaints; oninvestigation techniques and carrying out root cause analysis andwriting statements- Put in place new procedures and review processes- Take ownership of customers issues and follow issues through toresolution Show less

  • Key account manager - Provider Operations

    Sept 2013 - Sept 2019

  • Manager - Post travel Department

    May 2012 - Aug 2013
• 

  Bit soft

  Oct 2019 - Mar 2021

  Customer support manager
• 

  Adobe

  Dec 2021 - now

  • Support Service Manager with French - Experience Cloud

    Oct 2023 - now

  • Senior Customer Support Specialist - Creative Cloud

    Feb 2023 - Oct 2023

  • Customer Support Specialist - Creative Cloud

    Dec 2021 - Feb 2023