Anne-Laure Lefevre Email & Phone Number

Belgium

Belgium

* Managing the Training and Quality team for the contact center: Quality analysis, Training creation and delivery, Analyzing the impact of trainings and knowledge of the Contact Center. * Integrating the Professional Sony products into a new Elite team of agents: creating training, coordinating with the engineers for the technical knowledge integration, coordinating the process creations and availability to the Contact Center. Follow-up after the go-live in order… Show more * Managing the Training and Quality team for the contact center: Quality analysis, Training creation and delivery, Analyzing the impact of trainings and knowledge of the Contact Center. * Integrating the Professional Sony products into a new Elite team of agents: creating training, coordinating with the engineers for the technical knowledge integration, coordinating the process creations and availability to the Contact Center. Follow-up after the go-live in order to see how to improve and implement new protocols and processes. * Integrating the New Sony Online Sales Platform for UK and Germany and creating a new training package for the integration of a new Sales role in the contact center. Coordinating and assessing the knowledge integration of the agents for both Sales skills and Post-Sales support. Follow-up closely with the on-site teams in order to see if new process and training gaps would be brought. Show less

Brussels Area, Belgium

My role at Sony is to oversee the full roll-out of trainings to the contact center for the EMEA region. From onboarding the agents to updating them with all the new products, processes, tools etc.* Analyze the training needs of the contact center for Sony Electronics EMEA based on the data received, on-site observation and call-listening to adapt the training to customers’ queries and issues. * Creation of training material (e-learning, in-class trainings, video tutorials, internal… Show more My role at Sony is to oversee the full roll-out of trainings to the contact center for the EMEA region. From onboarding the agents to updating them with all the new products, processes, tools etc.* Analyze the training needs of the contact center for Sony Electronics EMEA based on the data received, on-site observation and call-listening to adapt the training to customers’ queries and issues. * Creation of training material (e-learning, in-class trainings, video tutorials, internal content creation) according to the needs on any topic impacting the contact center: products, processes, soft-skills, tools... * Delivery of the training to the EMEA trainers located remotely. * Follow-up with the trainers on the training delivery to the agents, and make sure all agents are ready on time to give a high-quality service to our customers. * Assess the agents on their knowledge via evaluation and assess the training thanks to surveys and feedback requested to agents to seek for improvement areas. * Analyze the post-training impact with audits to make sure the quality is kept during the rollouts, on-site observation, data analysis, and call listening.* Full knowledge integration of new projects impacting the EMEA contact center. * Working closely with our external counterpart in charge of the contact center. Show less

Brussels Area, Belgium

Production coordinator: coordinating the different teams in order to produce the data we deliver to the clients. Leading daily meetings to ensure production.Quality specialist: ensure the quality and on time delivery to the clients. Project management: handleing projects related to the production in order to improve the flow.Training and Coaching: creating and coordinating intra and inter department trainings for the team members. Skills developped: teams… Show more Production coordinator: coordinating the different teams in order to produce the data we deliver to the clients. Leading daily meetings to ensure production.Quality specialist: ensure the quality and on time delivery to the clients. Project management: handleing projects related to the production in order to improve the flow.Training and Coaching: creating and coordinating intra and inter department trainings for the team members. Skills developped: teams coordination, project management, training ang coaching, organizational, analytical, crisis managementTools used: Salesforce, Nitro Show less

Brussels Area, Belgium

* Quality monitoring and training responsible:* Interview candidates for client support jobs and create exercises to judge their writing skills* Put in place guidelines and templates to improve the service.* Analyse clients' expectations and create a reporting system to categorize the problems faced by the customers and solve them as fast as possible.* Create and implement a training path and tools for Customer Support Officers.* Create training guidelines… Show more * Quality monitoring and training responsible:* Interview candidates for client support jobs and create exercises to judge their writing skills* Put in place guidelines and templates to improve the service.* Analyse clients' expectations and create a reporting system to categorize the problems faced by the customers and solve them as fast as possible.* Create and implement a training path and tools for Customer Support Officers.* Create training guidelines, written training support and coach the Customer Support Team members.* Customer Support Officer French, English, Spanish:* Deal with clients’ complaints over emails, chats, calls and social medias.* Deliver personal treatment to clients by responding to their queries and finding solutions to their problems.* Moderate reviews on the website.* Communicate daily with account managers and restaurants to solve their issues and answer their questions.* Raise problems to the correct team to improve the process.* Create and write a weekly internal newsletter to give a good view on the issues and suggestions raised by clients.Tools used: Helpscout, Zopim, Zendesk, Salesforce, Jira, Confluence Show less

Brussels Area, Belgium

* Customer relationship specialist English, Spanish, French* Deliver a tailor made service and develop the professional relationship with clients by showing proactivity and follow up closely on their activity and queries.* Manage investigations and queries raised by the clients seeking further information or additional details on events such as purchase offers, meetings, liquidation payments, exchange offers, certifications, consents and disclosures.* Preferred… Show more * Customer relationship specialist English, Spanish, French* Deliver a tailor made service and develop the professional relationship with clients by showing proactivity and follow up closely on their activity and queries.* Manage investigations and queries raised by the clients seeking further information or additional details on events such as purchase offers, meetings, liquidation payments, exchange offers, certifications, consents and disclosures.* Preferred contact for the Spanish speaking market* Draft Q&A documents and event offers to communicate them to the clients. Point ofreference for complex events.* Member of the Job Satisfaction Team to improve the climate in the team byorganizing events in the department, creating a stress survey, updating the coaching path for newcomers, summarizing and sharing all the actions to the rest of the department.* Coaching newcomers in Belgium and PolandTools used: Salesforce Show less

Belgium

* Administrative and Sales Assistant* Assist sales and marketing representatives with editing commercial offers and contacting clients to update their security system.* Responsible for the company website.

Brussels Area, Belgium

* Google referencing of brands and researching partnerships in Belgium, France, Spain and Latin America.* Create public advertisements online.* Create online content for educational websites and adds in French, English and Spanish.

Master, Organizational Communication; Public Relations

International Mercator Exchange, Winter Semester

Master, Organizational Communication And Public Relations

Activities and Societies: Member and Vice President of the " Régionale Bruxelloise des étudiants louvanistes" Member of the ESN.

1St Bachelor, Translation And Interpretation English And Russian

Education record