Experience

• 

  Majorel africa

  May 2016 - Sept 2017

  Customer support representative for cdiscount france account

  • Manage customer claims by phone and e-mail by providing top-notch service;• Manage a portfolio of 15.000 sellers across France centralized into a Marketplace and providing them accurate support• Making sure the seller sales and promotional offers are visible on the website and providing the necessary technical support• Uploading sellers products on the website and making sure their descriptions and SKUs match with each item • Supporting the sellers in their customer care and ligations management• Supporting the sellers in their accountability providing their invoices and updates related to their sales and dates of payment. Show less

• 

  Sitel group

  Feb 2018 - Sept 2019

  Customer support representative for la redoute account

  • Promptly and professionally answer inbound calls with the goal of providing an exceptional client experience• Manage difficult or emotional customer situations, responds promptly to customer needs and respond to requests for service and assistance• Provide accurate information about products and services to the customer• Accurately document all calls and account information• Identify and educate customers on services/products with the intent of suggestive upselling• Help the customers to place their orders and process their payments• Protect customer information by keeping all confidential information • Update job knowledge by attending training and educational opportunities Show less

• 

  Concentrix

  Sept 2019 - Dec 2023

  • Complete oversight of operation including operations managers, and support roles.• Hire, develop, coach, lead and retain top-tier talent, with a focus on building and improving the team and culture • Oversee quality, production, and hours.• Assist with implementation of strategic plans, ensuring they are in alignment with corporate objectives • Manage metrics, performance criteria, policies, and procedures to continuously improve KPIs • Provide coaching and feedback on proper quality scoring procedures• Motivate team members through effective training and coaching to improve quality and accuracy. • Direct forecasting activities and sets performance goals and objectives accordingly • Analyze trends which involve producing statistical reports on Operations performances• Responsible for the overall performance and productivity of team leaders• Be the point of contact with the business client, other stakeholders and the management heads• Leading weekly and monthly meetings related to Operations performances and owning of the implementation of action plans to keep the metrics on target. Show less • Manage and train a team of 15+ customer service representatives according to specific KPIs defined by the employer • Provide on-the-floor support and coaching to customer service representatives.• Generate daily team reports and work schedules.• Ensure customer queries are directed to the right channel and addressed.• Lead customer care team in delivering world-class product support and addressing any confusion with use.• Conduct random data checks on tickets and Call sheets to detect coaching areas.• Conduct basic analysis of customer care statistics and create simple reports.• Support other departments regarding customer info and service.• Identify areas for improvement and bring issues to the team’s attention as well as help to follow through with solution implementation.• Generate daily teams’ reports and work schedules.• Assign daily tasks and activities as directed by the line manager.• Conduct monthly 1-on-1 meetings with all team members, ensuring that constructive feedback is delivered on current performance levels.• Act as a bilingual Interface between the client and the Call team• Any other admin and supervisory duties as assigned by the line manager. Show less • Work in collaboration with our Care Operations and the business client to monitor and manage the service quality level;• Perform calibration sessions with internal stakeholders and the business client to ensure alignment on quality guidelines.;• Establish daily tracking of KPIs and audits for continuous operational and customer satisfaction improvements;• Manage the quality team and ensure audits count is met and insights are given to develop training and coaching strategies.• Serve as an advisor to Care Operations teams and management focusing on feedback and coaching closed-loop processes.. Show less • Performing weekly audits on agents interactions (e-mail, chat and calls) to measure the level of quality and compliance• Investigating agents via remote checks and pickings to make sure Restaurants and Riders accounts are managed with quality and care;• Analyzing anomalies and sticking points encountered by agents and providing solutions to tackle with the cases;• Performing bi-weekly/monthly quality performance review over restaurants and riders metrics and support them;• Ensuring new restaurants and riders are onboarded following the quality guidelines and policies. Show less • Promptly and professionally answer inbound calls with the goal of providing an exceptional client experience• Manage difficult or emotional customer situations, responds promptly to customer needs and respond to requests for service and assistance• Provide accurate information about products and services to the customer• Accurately document all calls and account information• Identify and educate customers on services/products with the intent of suggestive upselling• Review, monitor, and follow up on any assigned accounts as appropriate• Protect customer information by keeping all confidential information • Update job knowledge by attending training and educational opportunities• Perform other assignments and duties as directed by the team manager Show less

  • Customer Support OPS Manager (UK/US/FR)

    Jul 2023 - Dec 2023

  • Customer Support Team Lead

    Jun 2022 - Jul 2023

  • Quality Control Team Lead for Deliveroo Account

    Jun 2021 - May 2022

  • Quality Controller on Deliveroo Account

    Mar 2020 - Jun 2021

  • Customer Support Representative on Deliveroo Account

    Sept 2019 - Jun 2020
• 

  Learn english with meli

  Feb 2020 - now

  Business development manager and english coach

  • Identify learner's needs and present proposals tailored to client requirements.• Source potential coaching subscribers through research, networking events, and referrals.• Maintain a robust pipeline of business opportunities.• Build and maintain strong relationships with existing learners.• Serve as a point of contact to address learner’s needs and ensure satisfaction.• Implement promotion Strategy and Execution• Coaching and helping non-English speakers (civil servants, professionals, entrepreneurs, and students) develop their English skills• Training the participants on English pronunciation, vocabulary, and grammar skills using updated English tools and materials• Training them on listening and speaking key methods and testing their level of uptake via TOEFL - TOEIC & IELTS simulation tests • Creating immersive and challenging rooms for practicing and developing their fluency. • Creating adapted documents, workbooks, and online channels to keep them in touch with the language. Show less