Team manager for luxury brand client's serviceIn charge of performance, quality of service & sales targetsEMEA Front office & Stores support

Luxury (LVMH) brand e-commerce Back Office ManagerEMEA Zone*Fraud prevention*Payment screening*Cybersource*Sales limitations application & networks identification *Ensuring on daily basis that the contractuals KPI's and SLA's are delivered*Monitoring of the individuals and team performances* Coaching & Quality monitoring* Ensuring a long lasting and successful relationship with the client

Luxury brand Client Service Team Manager EMEA * Hiring & Onboarding* Coaching and development of client advisors* Monitoring of sales transactions and reporting on sales & service KPIs* Implementation of clienteling projects and creating client-focused mindsets* Leading a team of 40+, assistant team managers, trainers* Supporting & further developing onmichannel experiences of our clients* Communication and close collaboration with business actors (Performance… Show more Luxury brand Client Service Team Manager EMEA * Hiring & Onboarding* Coaching and development of client advisors* Monitoring of sales transactions and reporting on sales & service KPIs* Implementation of clienteling projects and creating client-focused mindsets* Leading a team of 40+, assistant team managers, trainers* Supporting & further developing onmichannel experiences of our clients* Communication and close collaboration with business actors (Performance, Back-Office, Clienteling) Show less

*Coaching and development of client advisors* Monitoring of sales transactions and reporting on sales & service KPIs* Follow up of clienteling projects and creating client-focused mindset* Assisting the team Manager in the management of 40+ advisors* Supporting & further developing onmichannel experiences of our clients* Creating bridges between Client Service/Web digital clients, clients advisors * Developing a strong and effective communication with business's actors… Show more *Coaching and development of client advisors* Monitoring of sales transactions and reporting on sales & service KPIs* Follow up of clienteling projects and creating client-focused mindset* Assisting the team Manager in the management of 40+ advisors* Supporting & further developing onmichannel experiences of our clients* Creating bridges between Client Service/Web digital clients, clients advisors * Developing a strong and effective communication with business's actors * Implementation of projects aiming to improve the KPIs and the customer experience Show less

Air France / KLM / Delta Air Lines Customer Care*Handling sensitive, pre-legal cases and escalations*Quality monitoring*Coaching and nesting of the new comers, ensuring an accurate and optimized learning curve.*Training, coaching and management of a crisis team

Customer Care Service B2C* Air France, KLM and Delta Airlines customer service* Customer relationship management by email & phone* Front Office: telephone reception of passengers* Back Office: management of complaints and compensation* Application of the Montreal Convention / European Regulation 261/20

*Handling admin task*Keeping track of calendar / Organization of online meet-up and webinar *Managing client's comms / Moderator

* Objective valuation of goods* Realization of the sale file with photos, documents and information concerning the properties* Presentation of the property to customers and organization of visits* Information of futurs buyers / Managing social media's account for various real estate agency