Results (French market):- Quality internal performance score increased from 43% to 92%- ACPR/GDPR compliance increased from 36% to 76%- TNPS +13ptsResults (Intl. markets):- 8000+ Social Media Quality evaluations done under our new Social Media Quality program- 400+ Evaluations & coachings of Quality evaluators done under our new L2 evaluation programTasks:- Led a global program to support our Quality evaluators in their development journey through a new review framework. Delivered new policies, processes, tools, KPIs and reporting capabilities to that end- Managed a Social Media Quality program to enhance our Quality form and evaluation process to meet our digital team needs and expectations. Trained US evaluators through global calibrations for an international launch across all Intuit markets- Collaborated with all Quality & LD leads from every market to define a global and unified LDQ horizontal strategy, allowing for individual market experimentation and collective implementation of successful initiatives.- Co-led a “Close the loop” experiment with UK / RoW markets to proactively reach out to unsatisfied customers. 300+ calls made, +66% issue resolution- Facilitated the launch of multiple new processes, features, tools and projects related to Quality or Compliance for the French market (new GDPR UX, performance band and quartile management, calibration scoring, automated reports, etc.)- Onboarded a new partner (40+ experts). Trained them on all Quality processes/policies. Assisted them daily as PoC and focused on empowering them to drive efficiency, autonomy and accountability for KPIs- “Culture Cultivator” CS international award winner (at Intuit)

Results: TNPS +7pts || Chat productivity 2x increase, Phone productivity 1.5x increase || Average response time from 150s to 30s & SLA > 90% || 125 cases reviewed & coachedTasks:- Led weekly calibration sessions to help align Quality evaluators on doing fair and supportive evaluations.- Provided over a hundred 1:1 coaching sessions to customer success experts to give them precise, relevant and usable feedback about the Quality of their work and interactions.- Set up reports (Salesforce / Qualtrics) to extract data-backed actionable insights to improve processes, tools, people and L&D in coordination with other departments.- Presented training and workshops on delivering positive and constructive feedback to empower Quality evaluators- Reworked most existing compliance processes about GDPR/ACPR. Expanded reporting capabilities. Raised 15+ Jira’s to fix gaps (user UX, critical bug or automation request). Rolled-out a new GDPR front-end for users. Oversaw external regulatory audit. Acted as liaison with legal teams.- Created an employee recognition monthly program to foster and celebrate partner engagement- In charge of the scheduling of the cs workforce and RTM (real-time monitoring) to ensure SLA targets are met in all circumstances- Daily assistance of the operational manager with people, tool or product incidents escalation: Jira and live bridge with engineers for a quick recovery.

- Consistently ranked as a top performer in key metrics: TNPS (78.3), FCR (89%), issue resolution (97.4%) and AHT (13min)- Created reports (Salesforce) to improve the compliance rate of all CS experts, enabling 500+ failing cases to meet ACPR regulatory guidelines- Coded improvements to the RTM dashboard to enable quicker reaction about SLA gaps in response time and to address weaknesses in schedule adherence (+10pts SLA)- Compiled data on at-risk high-value customers to understand their pain points. Created a process to assist them, preventing ~1K licenses/month from churn. Shared actionable insights with the sales / product team.

- Focused on creating memorable customers' experiences while providing omnichannel support on a wide range of issues (billing, technical, account & security, product guidance)- Learned & mastered soft / hard skills for customer care while adopting an "extra-mile" mindset- Acted as PoC for complex technical issues- Reported and moderated eSport live events