Anaïs Lhoste Email & Phone Number

Région De Aix-En-Provence, France

Leading global audit of our customer service operations to improve processes and toolsLeading the project to change call centers for our 3 website: UK, Spain and Italy, and move operations to a new call center. Managing the launch of a new telephony tool for those 3 marketsManaging the launch of a PIM tool for our content team (50 users)

Aix-En-Provence, Provence-Alpes-Côte D’Azur, France

Launch of a new CRM tool for all customer service teamsHead of backoffice activities (reporting, call-center management, process optimization)

Aix-En-Provence, Provence-Alpes-Côte D’Azur, France

Overall responsability of Customer Service (2 outsourced sites):- partners with external vendors to create a network of high performing outsourced customer service sites- ensure the delivery on productivity and quality KPI's- partners across the company with other business units to ensure the best class customer experience- improve the tools and processes used by the Customer Services teams

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Irlande

In this role, I am managing a new European program aiming at improving the Customer Experience and reducing the volume of contacts to Customer Service.Key responsibilities include:- Initiating the program, defining the objectives and creating a 3 years plan and a road map- Drafting requirements and proposals for new website features- Identifying new opportunities partnering with the business team and CS Operations, develop business case for new initiatives and obtain project approvals.- Working with the technical teams to implement the new features by defining project plans, assembling resources and managing implementation activities- Liaising with Business, Marketing and Sales teams to assess and prioritize the program needs- Managing key metrics, analysing evolution and trends- Monitoring the results and sending weekly report to all stakeholders

Cork, Ireland

In this role, I managed a team of project specialists responsible for the delivery of integration projects and services for Amazon Customer Service. My team was also in charge of creating and maintaining customer facing communications, including Amazon.fr help pages and internal content for CS Associates.

Cork, Ireland

As a member of the Customer Service Integration team, I was responsible for managing projects implementation in Customer Service. I published content (customer facing help pages and internal content) for 20 projects on Amazon.fr and led 8 European projects especially the following large scale projects: I launched a specialized Customer Service for authors, I launched a Chat channel contact for French Customer Service. I also helped on hiring 2 project specialists and was responsible of their induction.

Paris Area, France

I worked on the creation of a website to link companies and NGOs and help them build partnership and sponsoring agreement (Mecenova.org). I completed documentary research on the subject of Corporate Social Responsibility and created editorial content to build the resources database. I completed a market study for Areva to find NGOs for them to initiate a partnership, and presented the recommendations to the executive manager of the Areva foundation.

Sydney Area, Australia

In this role, I was responsible of the intranet evolution project. I moved all content owned by the Production department into the new platform, I delivered training to 25 employees as well as developed training content. I managed the monthly report on the KPIs (Key Performance Indicators) for all the Nestlé factories in Oceania, I successfully improved the data collecting process by automating and simplifying the file.

Master Degree In Business Administration, Management, Marketing, Law, Finance

Activities and Societies: Juste un sourire Specialization course in Corporate Social Responsibility Research dissertation in marketing.

Economy, Knowledge Management, Marketing

Exchange Program (economy, marketing, corporate law, knowledge management)

Education record

Two-year preparation course for French Business School entrance examination