Caroline Ivars Email & Phone Number

Valbonne, Provence-Alpes-Côte D’Azur, France

- Aide à la mise en place du service clients (choix des outils et leur paramétrage, mise enplace de process)- Assurer le traitement des appels et emails rentrants- Aide à la création du poste de formateur (rédaction de documents dédiés auxutilisateurs et administrateurs, mise en place de process et de reporting )- Animation des formations en présentiel ou à distance des utilisateurs et administrateurs en France.- Aide au paramétrage des logiciels pour les clients.-… Show more - Aide à la mise en place du service clients (choix des outils et leur paramétrage, mise enplace de process)- Assurer le traitement des appels et emails rentrants- Aide à la création du poste de formateur (rédaction de documents dédiés auxutilisateurs et administrateurs, mise en place de process et de reporting )- Animation des formations en présentiel ou à distance des utilisateurs et administrateurs en France.- Aide au paramétrage des logiciels pour les clients.- Mise en place d’une newsletter - Mise en place et animations de webinaires (présentation de modules et formations)- Organisation du Club Utilisateurs- Organisation d'événements internes (anniversaire, tournoi, rituels quotidiens pour la cohésion d'équipe) Show less

Nice, Provence-Alpes-Côte D’Azur, France

En charge d'un portefeuille de Clients TPE/PME, ma mission consistait à :- Élaborer un premier diagnostic sur la base des Data collectéespar une plateforme (Analyse RFM, Segmentation, Benchmarking)- Préconiser un programme de fidélité sur-mesure présenté auxclients par téléphone ou en face-à-face- Suivre chaque programme et mettre en place des actions correctivespour maximiser le ROI client- Élaborer des dossiers de reporting et les Uses Cases Clients

En charge de la création du service clients, ma mission consistait à :- Mettre en place des process et de l’organisation du service (Aide au recrutement,Choix des outils, mise en place et documentation de process, formation complètedes nouveaux agents)- Assurer le traitement des appels et emails entrants en respectant les process ainsique la satisfaction clients- Prendre en charge des campagnes d'appels sortants- Contrôler la traçabilité de chaque demande

Dublin

 Managing 25 agents, respect of deadlines and targets Ensuring Timely customer queries are compliant with Google SLAs and KPIs Mentoring, leading and motivating the team (social activities & rewards for top perfomers) Coordinating & planning the daily workflow for the team Implementing smooth transitions with new starters, meeting, training and coaching Elaborating long term strategies to facilitate achievement of KPI's Providing weekly/ monthly /quarterly deep… Show more  Managing 25 agents, respect of deadlines and targets Ensuring Timely customer queries are compliant with Google SLAs and KPIs Mentoring, leading and motivating the team (social activities & rewards for top perfomers) Coordinating & planning the daily workflow for the team Implementing smooth transitions with new starters, meeting, training and coaching Elaborating long term strategies to facilitate achievement of KPI's Providing weekly/ monthly /quarterly deep dives and ad hoc reporting Coordinating and leading team meeting Conducting 1 to 1 meeting to review performance and productivity Creation and presentation of weekly, monthly and quarterly reports to the management team (quality, SLA, SL, Csat,productivity). Training of new ATLs Show less

Dublin

Providing adwords users support via chat, phone and emails , troubleshooting Working with SMB and bigger clients in implementing adwords package Campaigns optimization (Google Search / Display network, remarketing , Google Merchant Centre, Google Analytics) Strategic optimiszation on keywords, PPC, budgets, CTR, ad targeting Helping clients measuring their sucess and return on investment Meeting company's standards and SLA's Building clients relationships, driving… Show more Providing adwords users support via chat, phone and emails , troubleshooting Working with SMB and bigger clients in implementing adwords package Campaigns optimization (Google Search / Display network, remarketing , Google Merchant Centre, Google Analytics) Strategic optimiszation on keywords, PPC, budgets, CTR, ad targeting Helping clients measuring their sucess and return on investment Meeting company's standards and SLA's Building clients relationships, driving revenues opportunities, up-selling & promoting other Google products. Collaborating and consulting with different departments in resolving clients issues Ensuring monthly / quarterly KPIs & targets are achieved Show less

Dublin

Supporting french clients on the phone Quoting/booking holiday packages Ensure all customer queries are resolved, maintaining high quality and productivity level Successfully reached 80% of quality target every month, and a 41% conversion rate

Cork

Client education on Amazon products and services Resolving customers issues in a timely manner via chat, email and phone (billing, dellivery, products and technical issues) Meeting company's targets and procedures (contact per hour & client satisfaction) Tier 2 support escalation (sensitive and high piority issues), being the last point of resolution Project leader, coaching and mentoring of new hires Deep dives on clients requests Coaching ( coaching of 10 agents… Show more Client education on Amazon products and services Resolving customers issues in a timely manner via chat, email and phone (billing, dellivery, products and technical issues) Meeting company's targets and procedures (contact per hour & client satisfaction) Tier 2 support escalation (sensitive and high piority issues), being the last point of resolution Project leader, coaching and mentoring of new hires Deep dives on clients requests Coaching ( coaching of 10 agents per week, weekly reports, SLA, CSA codification, break and lunch attendance scheduling) Handling specific queues where coach approvals were needed Show less

Mougins

 Coaching of 9 agents Prospection of new clients, cold calling (100 calls/day) Scheduling appointements with decision makers for clients (Nikon, Canon, GSF etc) Building relationship with clients by phone, email and face to face Analizng and providing reports