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.

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.

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.

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.

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.

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.

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