Benoit Pedro Email & Phone Number

Vélizy-Villacoublay, Île-De-France, France

Vélizy-Villacoublay, Île-De-France, France

London, Royaume-Uni

Monitoring and managing Team achievement of KPIs; Develop and coach team members to improve performance and customer service; Collaborate with the Quality Assurance team to monitor the standard of claims handling within the claims referral team; Engage and highly motivate team members to constantly deliver outstanding customer care; Review and measure performance on recorded contacts for Team in line with Company procedures; Hold weekly coaching sessions… Show more Monitoring and managing Team achievement of KPIs; Develop and coach team members to improve performance and customer service; Collaborate with the Quality Assurance team to monitor the standard of claims handling within the claims referral team; Engage and highly motivate team members to constantly deliver outstanding customer care; Review and measure performance on recorded contacts for Team in line with Company procedures; Hold weekly coaching sessions with each team member and set SMART objectives to track developments. Asses team performance through performance-related bi-annual appraisal process; Manage organizational change into the team; Ensure all business related communication is cascaded appropriately and in a timely manner; Follow system and procedural processes to ensure team compliance with FCA regulatory and documented call handling requirements; Manage escalation of difficult issues before formal complaints are generated. Handle verbal complaints in line with company procedures; Manage team absence and disciplinary issues in line with company procedures Measuring team member performance by listening to the Teams’ recorded calls in line with Company procedures.Conducting monthly one to one meetings to review individual performance and ensure personal development plans are met.Assessing overall performance through a formal bi-annual appraisal process.Management of ad hoc organizational change within the team.Management of underperformance, misconduct, absence, and disciplinary issues in line with company procedures, seeking advice/support where appropriate.Escalation of difficult, or sensitive, issues before formal grievances are generated. To handle verbal complaints in line with company procedures.Cascading all business related communication appropriately and in a timely manner. Show less

London, United Kingdom

Performed Quality Analysis and feedback to ensure quality processing Excellent understanding of fraud detection systems and fraud reporting mechanisms Claim Investigation, ensuring that the needs of the customer are met whilst accurately mitigating the risk of fraud Investigating and resolving fraud cases and ensuring that fraud losses are kept to a minimum Actively monitoring fraud alerts for existing customersCarry-out Claim Investigations for high risk… Show more Performed Quality Analysis and feedback to ensure quality processing Excellent understanding of fraud detection systems and fraud reporting mechanisms Claim Investigation, ensuring that the needs of the customer are met whilst accurately mitigating the risk of fraud Investigating and resolving fraud cases and ensuring that fraud losses are kept to a minimum Actively monitoring fraud alerts for existing customersCarry-out Claim Investigations for high risk claims either over the phone using Voice Analytics & Cognitive Questioning techniques or via Documentation based ClaimsCarrying out research to spot fraudulent trends that can be used to improve the tools & processes to continually improve the Claims Investigation process Analyzing claim cases for the detection of fraud claimants ( Credit card check/ research the claims history of a claimant using Asurion internal tools) Show less

London, Royaume-Uni

Incoming and outgoing calls from customers, responding to their requirements in an efficient and timely manner to ensure customer satisfactionEscalate all issues to concerned departments and team leaderWork in close collaboration with the internal departments for complaint resolutions and communicate any issues in a timely mannerManage and maintain product related databases in line with KPI’sManage, maintain product related databases and ensure quality of data capture from… Show more Incoming and outgoing calls from customers, responding to their requirements in an efficient and timely manner to ensure customer satisfactionEscalate all issues to concerned departments and team leaderWork in close collaboration with the internal departments for complaint resolutions and communicate any issues in a timely mannerManage and maintain product related databases in line with KPI’sManage, maintain product related databases and ensure quality of data capture from customersHelp to develop script's model to follow when customers communicate Assist trainees by listening and advising Show less

Région De Paris , France

Managing and treatment of customers and companies request (reservations, bookings, quotations, advance payment, bills)Planning establishment in collaboration with the supervisor (organization of company’s seminar, birthdays etc.)Stock management for staff (order of equipment, supplies, uniforms, decorations, beverages, etc.)Establishment of funds and auditsCoordinator linguistic for managementCarrying the responsibility to train and educate new staffHelp desk support… Show more Managing and treatment of customers and companies request (reservations, bookings, quotations, advance payment, bills)Planning establishment in collaboration with the supervisor (organization of company’s seminar, birthdays etc.)Stock management for staff (order of equipment, supplies, uniforms, decorations, beverages, etc.)Establishment of funds and auditsCoordinator linguistic for managementCarrying the responsibility to train and educate new staffHelp desk support (customer relationship, technical issues for bowling, issues for software of bowling and bar, and the internet corner...) Show less

Btec Higher National Diploma In Business And Management (Hnd), Business And Management, Hnd

Activities and Societies: basketball buisness managment ( HDN)

A Level, Accounting, Marketing, Administration Option

Activities and Societies: basketball A level