Responsable de la formation initiale et de montée en compétence des indépendants.Gestion de projet formation pour une refonte de l'existant et l'implantation d'un nouvel LCMS.

6 months contract. Promoted Human Ressources internship in Oise area.

Hired as Operational trainer to integrate work methodologies into the training and create and deliver new material to employees, I've quickly integrated training project team and bring my operational knowledge to this team. This change gave me opportunity to work on cross-company projects. August 2008, new compagny activity is launched from scratch : parcel delivery to 'last mile': the delivery of fresh food goods to consumers in urban areas for a significant player in the field of… Show more Hired as Operational trainer to integrate work methodologies into the training and create and deliver new material to employees, I've quickly integrated training project team and bring my operational knowledge to this team. This change gave me opportunity to work on cross-company projects. August 2008, new compagny activity is launched from scratch : parcel delivery to 'last mile': the delivery of fresh food goods to consumers in urban areas for a significant player in the field of large-scale French distribution. I joined the launch team as Quality and Training manager and I've created and delivered initial trainings for the ramp up (0 to 200 persons in 3 months) included associates and leadersAudit quality, refresh knowlegdes, handle concessions and communicate with customer’s. Create Knowledge Base, implementing effective Standard work processes that ensures streamlined usability for associates. Show less

Main goal : introduce digital training in the compagny. I've been in charge to find and choose LMS and digital Toolkit regarding La poste needs, budget, challenges. As admin manager for it I've managed migration of previous training content, introduced blended-learning and trained all stakeholders. Daily missions : define training needs for customer service, design content and train the outsourcers trainers. Plan the delivery of training for all sites in conjunction with key… Show more Main goal : introduce digital training in the compagny. I've been in charge to find and choose LMS and digital Toolkit regarding La poste needs, budget, challenges. As admin manager for it I've managed migration of previous training content, introduced blended-learning and trained all stakeholders. Daily missions : define training needs for customer service, design content and train the outsourcers trainers. Plan the delivery of training for all sites in conjunction with key stakeholders. Ensure that an evaluation is conducted for all new training programmes. Show less

Handle email and phone french speaker contacts regarding money transaction issues from Western Union shops in Africa.

I've took part of the launch of the first own Amazon CS abroad. Especially in charge of Initial Training and DNA transfert for all New Hires included top management for the launch and creating Training departement as a long term objective from 0. Organise and plan internal training programs and New Hire ramps for Customer Service France. Managing the Customer service trainer team for France.Migrate intranet training content from previous LMS (Learning Management System) to the new one… Show more I've took part of the launch of the first own Amazon CS abroad. Especially in charge of Initial Training and DNA transfert for all New Hires included top management for the launch and creating Training departement as a long term objective from 0. Organise and plan internal training programs and New Hire ramps for Customer Service France. Managing the Customer service trainer team for France.Migrate intranet training content from previous LMS (Learning Management System) to the new one Knet. Ensure that Standard Work methodologies are integrated into the training and create new material when it is requested. Designe  blended-learning programs with the stakeholders. Success story : 685 people assisted to one of my training in 4 years. Show less

- Mentor : encourage and consolide New Hires knowlegdes during their first handling contact weeks - Quality coach : analyse Quality reports and spend time with employee who need it, to help them to improve quality of their work. Following their performs and report to their manager.- Training assistant : assist trainer during 2 weeks initial training. Spot New Hire who need individual support, help them, report and follow all incident (technical, attendence, HR …). Refresh training… Show more - Mentor : encourage and consolide New Hires knowlegdes during their first handling contact weeks - Quality coach : analyse Quality reports and spend time with employee who need it, to help them to improve quality of their work. Following their performs and report to their manager.- Training assistant : assist trainer during 2 weeks initial training. Spot New Hire who need individual support, help them, report and follow all incident (technical, attendence, HR …). Refresh training material regarding operational process changes. - Trainer : after receiving Train the Trainer training. I've been in charge of delivering 2 weeks New Hires trainings on my own, managing a training assistant and lead a group of 20 persons on the average.  I've begun to create training material and deliver operational training sessions.  Sucess story : I’ve been chosento go over 3 months in Tunisia, to audit training quality (including mentoring) of the first french outsoucer customer service. Show less

In charge of France in an EU Customer Service Operational Excellence Program team. I worked for operation Customer Service teams to identify and address potential process improvement opportunities in the areas of quality, efficiency, cost-saving or defect reduction using Lean / Six Sigma or Kaizen techniques,My main missions was raising french Kaizen proposal numbers up to 85 % of french employee in 3 months. - achieve the buy-in of french employees and try to convince them of the… Show more In charge of France in an EU Customer Service Operational Excellence Program team. I worked for operation Customer Service teams to identify and address potential process improvement opportunities in the areas of quality, efficiency, cost-saving or defect reduction using Lean / Six Sigma or Kaizen techniques,My main missions was raising french Kaizen proposal numbers up to 85 % of french employee in 3 months. - achieve the buy-in of french employees and try to convince them of the merits of these methods - propose and defend french Kaizen ideas to get them approved- priorise, recrute, form and drive all the projects and participants from preparation to report - follow and communicate about the long term solution implantation to the EU team and to French CS Success Story : my Black Belt certified manager endorsed me to work on a Green Belt project – 3 levels validated : Define, Mesure and Analyse in my last 3 months contract. Show less

Handle email, chat and phone contacts from french, canadian and UK customers.

Familial Spanish equestrian property offering private events and incentives up to 400 people.  Be charged with pre, onsite and post events support by planning, organising and coordinting incentives. Ensure logistics were perfect and get things back on track when the unplanned happened. Sales and Marketing : promote our site to specialist event organisers (BtoB) and private personns(BtoC) using multi-channel communication Admin : manage the assigned budget for events, planning… Show more Familial Spanish equestrian property offering private events and incentives up to 400 people.  Be charged with pre, onsite and post events support by planning, organising and coordinting incentives. Ensure logistics were perfect and get things back on track when the unplanned happened. Sales and Marketing : promote our site to specialist event organisers (BtoB) and private personns(BtoC) using multi-channel communication Admin : manage the assigned budget for events, planning, declare and pay artists and make statement claim.Success story : In 2003, I've created a pack offers ideas for evening, based on our previous customer feedbacks. In 2004, it was our best sales. Show less