Maxime Robin

Experience

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  Cercle Psycho ULB ASBL

  Sept 2005 - Jun 2013

  - Moderate and manage the web forum of a psychology faculty association.- Advice visitors on Psychological topics.- Inform visitors about association activities. - Served clients and provided them with good services in an efficient manner.- Answered client's requests.

  • Administrator of a web forum (VOLUNTEER)

    Sept 2005 - Jun 2013

  • Bartender (VOLUNTEER)

    Sept 2005 - Jun 2009
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  Université Libre de Bruxelles

  Feb 2007 - Apr 2009

  Open House Guide

  - Helped newcomers, advised and oriented them trough the university. It included how to perform research on the university and library websites (how to use thesaurus in an efficient manner).- Informed visitors about Psychological studies.

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  Piniouf Festival ASBL

  Oct 2007 - May 2008

  Bar Manager (VOLUNTEER)

  - In charge of managing a bar team during a 2 day music festival hosting 1200 visitors.- Was also responsible to find suitable sponsors.- Organized Bar area logistic.- Establishing previsional consumption budget.

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  Action Innocence NGO

  Feb 2008 - May 2008

  Animator in Prevention (INTERN)

  - Animated pupils groups in elementary schools concerning the dangers of internet use. Also established follow-up of preventions.- Made weekly prevention rapports.- Participated and organized logistic of the NGO’s stand in specific childhood events.- Assist the prevention manager in some administrative duties.- Encoded and analyzed data statistically based to build yearly customer information report.

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  Unité de Psychologie Sociale ULB

  Sept 2008 - Dec 2008

  Scientific Research Assistant (INTERN)

  - Analyzed data from scientific experimentations and drew conclusions.- Theoretical reviewing of pertinent scientific articles and summarized those in a practical way before planning an experimentation design.- Assessed a scientific experiment and analyzed results to the achievement of a PhD student’s thesis on the topic of decision making strategies. (Contribution: http://www.psycho-psysoc.site.ulb.ac.be/images/stories/lwaroquier/Waroquier_SPPS.pdf)- Presented scientific reviews in fields ofdecision making strategies to a scientific audience. Show less

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  Communauté Française de Belgique

  Mar 2010 - Apr 2010

  Philosophy Teacher

  - Taught pupils on how to have a good cityzen behavior. Topics were about respect, environmental care, racism, and other topics related to that field.- Administrative tasks

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  Communauté Française de Belgique

  Jun 2010 - Jul 2010

  Elementary school Teacher

  - Prepared pupils to pass their final exams.- Assessed and corrected final exams.- Administrative duties

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  McDonald's restaurant

  Dec 2010 - Mar 2011

  Crew member cashier/lobby host

  - Order taking, preparing and serving in less than 90 sec.- Client hosting and advising.- Served clients and provided them with good services in an efficient manner.- Lobby cleaning.

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  Foresters

  Jun 2011 - Jul 2012

  Bilingual Translator/Claims Administrator

  - Provided professional, prompt and accurate customer service to life and disability claimants in both French and English.- Managed the Claims Notification process.- Claims translation.- Case Management.- Updated the administration system to accurately reflect the status of policies and to provide accurate reporting to our clients, and to comply with audit requirements.- Coordinated the submission of claims with various reinsurance companies.- Recommended changes to management to avoid reoccurring customer inquiries/issues.- Represented the department to diverse company committees ( Quality Service focus group, Engagement focus group).- Worked with other departments (Policy Owner Service, New Business, Underwriting, Legal, Data Entry/analyst).- Coordinated and liaised projects between departments. Show less

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  ASAP HR Group

  Apr 2013 - May 2013

  Temporary Mover

  Worked for the Levi Strauss EMEA HQ moving.- Coordinated the furniture moving out.

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  ASAP HR Group

  Jul 2013 - Aug 2013

  Mail Room Officer For Levi Strauss & Co. Europe

  - Sent/received mail and parcels.- Tracked mail sent by courrier.- Coordinated, with various package delivery companies, the reception and submission of parcels.- Provided assistance to employees regarding mail/package related issues.

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  Apple

  Jun 2014 - Sept 2017

  - Provide technical assistance by phone To Apple customer regarding the iOS and Beats by Dre products at a senior level.- Providing macOS support at a T1 level- Liaise with other department in order to provide the appropriate support.- Escalate issue to Site Support engineering department if needed.- Handle customer appeasements when appropriate.- Suggested change in the call handling flow (T1 and T2 level) in order to improve the call efficiency and increase CSAT.- Delivered keynotes about technical and non-technical good practice topics to advisors.- Mentored new Technical Advisors.- Reviewed and report with senior high management about efficiency metrics to meet KPI's and suggest change for advisor evaluation metrics.- Point of contact in my team for wellness advisor concerns.- Involved in survey data analysis about internal procedure change and employees wellness. Show less

  • iOS Senior Technical Advisor

    May 2015 - Sept 2017

  • iOS/CPU Technical Advisor

    Jun 2014 - May 2015
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  Amazon

  Sept 2017 - now

  - Provide support to escalation Team manager and their reports on driving successful projects and sourcing data stemming from executive escalation.- Contribution to regional and global escalation organization strategy plan.- Reviewed, aligned and implemented Standardized Issue Codes for customer service escalation teams at EU level to facilitate reporting and highlight issue trends.- Drove transition and adoption of escalation team to new Customer Service contact management tool and escalated issue and gap in the new tool preventing escalation teams to correctly perform their tasks to technical and product teams. - Designed SQL query and report to track Customer service escalation team adoption to new Customer Service contact management tool at EU level. - In charge of monthly regional customer service KPI report to Leadership team sourcing and consolidating data from multiple sources.- Designed and implemented standardized Escalation evaluation mechanism and monthly reporting at regional level.-Designed and implemented regional escalation specialist role and expectations standard according to tenure and Amazon job level standard. Show less - Managing French team of 11 escalation specialists on a daily basis ensuring coverage and quality in escalation handling.- Providing individual coaching to reports and supporting them in their development plan.- Reporting quality metrics and escalation trends to customer service leadership team.- Designing team roadmap and headcount planning according to projects and escalation volume forecast.- Improved team organizational process to reduce effort and ensure fast handling escalation, involved stakeholders engagement and summary report within deadline.- Contributing to Local, EU and WW customer experience and internal process improvement initiatives. Show less - Handling customer escalations CEO, senior leaders, Amazon brand impacting and Legal. Contacting and proving customer with resolution to their issue; Creating customer journey; identifying experience pain points and root causes; engaging with customer experience owning team to provide process scalable improvement solution; providing escalation summary reports to senior leaders.- GDPR POC for France customer service.Contributed to designing GDPR request handling process at EU level; Managed team of 5 GDPR specialists for French customer service; Ensured request quality, compliance and handling within deadline; escalated issues to Legal, Privacy and project owning teams; provided reporting on performance and request volume to customer service leadership team. - Contributed to improving bottom-up customer escalation process to prevent top-down executive escalations at EU level.- Contributed to concession process for high value items improvement. Show less

  • Program Manager

    Dec 2021 - now

  • Executive Customer Relations Team Manager

    Mar 2019 - Dec 2021

  • Executive Customer Relation Specialist

    Sept 2017 - Mar 2019