Carole Coucke Email & Phone Number

Bruxelles, Région De Bruxelles-Capitale, Belgique

Brussels, Brussels Region, Belgium

Immoweb is the leading Belgian website for Real Estate classifieds (i.e. listings for the sale & rental of houses, apartments, offices, industrial buildings, building plots, garages).My mission was to build & maintain a high-performance CRM platform in Scrum mode and provide a great support experience to Immoweb’s customer facing teams (e.g. Sales, Customer Care, Finance) by:• Coordinating the implementation of features that help internal teams to sell & to deliver better/easier support to customers• Handling the internal teams' inquiries and solving problems • Providing training and best practices on the usage of the CRM platform • Organizing workshops with internal stakeholders to collect needs and identify solutions • Writing user stories and necessary documentation• Collaborating with developers to come up with the right solutions • Building and maintaining a roadmap of features to improve the CRM system• Defining and streamlining processes & workflows

Elsene, Brussels Region, Belgium

Fascinated by TextMaster technology and team synergy, the Acolad Group acquired the French start-up in March 2018. For two years, I supported Acolad's 11 entities* to gather all Vendor Management activities under one roof by implementing common process and digital tools:• Managing customization of Salesforce CRM and integration with other applications (ERP, online form builder, document automation tool and e-signature integration solution).• Preparing exported vendor databases in Excel/CSV for importing them in the CRM.• Analyzing new feature requests or bug reports, prioritizing requests, writing specifications, performing quality assurance checks on pre-production environment and production after deployment.• Liaising with the internal and external IT teams in charge of tools development.• Writing internal process documentation and training the Vendor Management team.• Collaborating and building relationships with stakeholders across functional and organizational lines within a matrix European environment (1,000 employees).• Ensuring compliance with European Regulation on Vendor Data Protection (GDPR) at a Group level.At TextMaster, I was still in charge of their ISO 9001:2015 Quality Management System, as well as the Zendesk support system.*AAC Global (Finland), Arancho Doc (Italy), Cogen (Belgium), CPW (France), HL Trad (France), Livewords (Netherlands), Sémantis (France), Technicis (France), Telelingua (Belgium/France), TextMaster (France) and Translation Probst (Switzerland).

Elsene, Brussels Region, Belgium

TextMaster is the leading professional SaaS translation service, trusted by more than 10,000 customers in over 110 countries. With services available through an online platform, API and plugins, TextMaster offers translation in more than 50 languages and fields of expertise (main fields: e-commerce, tourism, luxury, manufacturing, apps/software/websites, IT, legal, finance).My main objective at TextMaster was to found and manage an international community of qualified digital talents (freelance translators, proofreaders, copywriters) aligned with business needs. It included the following missions:• Developing and implementing the talent acquisition strategy to drive the fast-paced growing agency’s success in attracting top talents as well as supporting marketing initiatives to promote the social footprint of the company.• Building a customized app in Salesforce for the candidate management and assessment (analysis, design, development, testing, and sustainment).• Creating a network of a thousand assessed language providers all over the world in a three-year time frame.• Onboarding new users of TextMaster platform and answering to Zendesk support tickets.• Building strong and effective relationships with Project Managers to ensure alignment of processes and tools with business needs.• Ensuring service performance effectiveness and customer satisfaction by regular measurement and reporting for continuous improvement.• Ensuring compliance with local and European regulations as well as company guidelines.Also responsible for Quality Management, I coordinated all actions towards ISO-9001:2015 certification (see accomplishment section).

Brussels, Brussels Region, Belgium

IDEST Communication is a translation agency specialising in the institutional sector and translates into all the official languages of the European Union and United Nations. Its core business is providing a comprehensive range of linguistic services to national and international institutions, both public and private.In a team of 3 Project Managers, my main duty was to manage unilingual and multilingual translation projects for some private clients, EU and international institutions. It entailed the following process: preparing quotes, drafting project implementation plans in line with clients’ contractual requirements, identifying key talents, scheduling and tracking projects milestones and deliverables, managing quality feedback and monitoring projects performance.I also performed additional tasks such as recruiting new freelance translators specialized in EU affairs and managing quality in compliance with ISO-9001:2008 and EN-15038:2006 standards (i.e. updating quality documentation, conducting internal quality audits, conducting quarterly quality review meetings and suggesting improvements to quality management system).

Brussels, Brussels Region, Belgium

Translating official documents (letters, reports, statements and records) from German into French.

Nivelles, Belgium

Cogen Language Services offers translation and multilingual publishing services to industrial and medical manufacturers in compliance with ISO 9001:2008 and EN 13485 standards.As the Language & Publishing Resources Expert at Cogen, I was responsible for:- Defining and implementing a new recruitment policy in accordance with business needs, re-assessing unrated translators, conducting translation tests for prospects and public/EU tenders;- Handling quality complaints made by reviewers and clients on translation or page layout, proposing and implementing corrective and preventive actions for continuous quality improvement;- Negotiating rates and discounts, agreeing to additional fees;- Monitoring financial, quality and delivery KPIs, reporting to the COO, suggesting improvements to management tools and methods;- Updating internal documentation, writing and publishing external newsletters and help files;- Training, coaching and assessing the Language & Publishing Resources team members (employees and interns).

Nivelles, Belgium

As the Language & Publishing Resources Agent at Cogen, I was collaborating with the LPR Manager for the tasks below:- Recruiting new translators around the world, assessing their language skills and technical/medical expertise, agreeing on rates, formalizing collaboration;- Setting up dedicated translating teams for clients’ projects based on required skills, reviewing those teams based on quality feedback;- Conducting translation tests for clients and prospects;- Monitoring proactively quality of deliverables on a weekly basis (feedback on reviewed projects and respect of deadlines);- Handling translation quality complaints made by reviewers and clients.

Nivelles, Belgium

As the Language Resources Assistant at Cogen, I was assisting the LRS Manager in the tasks below:- Recruiting new translators around the world, assessing their language skills and technical/medical expertise, agreeing on rates, formalizing collaboration;- Conducting translation tests for clients and prospects;- Monitoring proactively quality of deliverables on a weekly basis (feedback on reviewed projects and respect of deadlines).

Brussels Area, Belgium

Inputting money transfer instructions.

Master, Multidisciplinary Translation (English/German)

The Institut libre Marie Haps is a French-speaking institution of higher education founded in Brussels in 1919. It has been a constituent.

Language Interpretation And Translation

Academic semester at the Karl-Franzens-Universität Graz (Austria) in the framework of the ERAMUS program.