Caroline C. Email & Phone Number

Belgium

Participation in the development of third places aimed at supporting users in their digital projects and training in the use of prototyping machines.

Luxembourg

In charge of the management, coordination and planning of the Tsume Art collector statue's division, from concept to production through prototyping.Operation and Production procedures improvement, End-to-end Quality Control, Customer journey optimization, People and Project management.

Luxembourg

Online Customer Experience optimization through in depth understanding of the customer motivations, expectations and behaviors. o Thorough analysis of Customer behaviors based on a proprietary methodology which integrates psycho-social research findings with analytic data. Deep understanding of basic motivations, which dictates the "why and how" of customer's online and offline behaviors. o Audit of current online experience and competitive landscape. Provide synoptic overviews… Show more Online Customer Experience optimization through in depth understanding of the customer motivations, expectations and behaviors. o Thorough analysis of Customer behaviors based on a proprietary methodology which integrates psycho-social research findings with analytic data. Deep understanding of basic motivations, which dictates the "why and how" of customer's online and offline behaviors. o Audit of current online experience and competitive landscape. Provide synoptic overviews of the paths offered to the customers, the current flaws and showstoppers which disrupts desired behavior on website. o Based on findings, define, shape and generate new online strategies to enhance the overall customer experience and propose new action paths. o Corroborate and validate findings by defining and shaping screen testing protocols using Neurosciences specific tools such as Eyetracking, EEG, Facial recognition and other biometric data.o Guide and educate clients on the methodology used through the project, provide them with a clear view of the strategy which will be deployed, and give them, as the project moves forward, a full overview of the benefits of the methods set in place. Show less

Luxembourg

o Ensure all agents supporting either Skype related topics and/or Skype and Microsoft Joint launches are informed, trained and knowledgeable on all the relevant support topics, tools and processes in order to provide world class support experience to Skype users, whether being a Skype agent or a MS agent.o Conform to the Skype Agile release cycle by matching, maintaining and optimizing the global Skype Support Agent Readiness strategy.o Drive the optimal allocation of resources… Show more o Ensure all agents supporting either Skype related topics and/or Skype and Microsoft Joint launches are informed, trained and knowledgeable on all the relevant support topics, tools and processes in order to provide world class support experience to Skype users, whether being a Skype agent or a MS agent.o Conform to the Skype Agile release cycle by matching, maintaining and optimizing the global Skype Support Agent Readiness strategy.o Drive the optimal allocation of resources while making sure the team of Readiness SMEs addresses, in a timely manner, process, product or market changes to guarantee full readiness of the Skype support agents.o Supervise agent compliance reviews to general support processes and policies while identifying and implement readiness process improvements to increase efficiency.o Through the integration into MS CSS of Skype CS training, establish a business rhythm and working processes between the Skype division and MS CSS teams across Regional and Global stakeholders.o Keep acting as a trusted advisor in regards to Skype user experience by providing advice across multiple areas of expertise in order to constantly optimize user journeys and satisfaction.o Day-to-day interim management of a team of 6 subject matter experts based in 4 different locations while encouraging and recognizing collaborative behavior across the team (March to October 2013) Show less

o Work closely with the different Customer Service teams to solve issues and maximize user satisfaction. Identification of opportunities for improvement and making constructive suggestions for change.o Collect and analyze business requirements through task analysis, surveys, and workshops. Definition of project scope, goals, and specifications to meet the business needs. Promoting projects across the business and obtain prioritization.o Projects planning and day-to-day… Show more o Work closely with the different Customer Service teams to solve issues and maximize user satisfaction. Identification of opportunities for improvement and making constructive suggestions for change.o Collect and analyze business requirements through task analysis, surveys, and workshops. Definition of project scope, goals, and specifications to meet the business needs. Promoting projects across the business and obtain prioritization.o Projects planning and day-to-day monitoring of project development in collaboration with Product and Project Managers. Day-to-day feedback to the Management team.o Work closely with external third parties to define, prepare and implement projects.o Lead testing, localization and preparation of deliverables on CS side. Show less

o Day-to-day management of the operations of the Luxembourg team.o Agent adherence, service level, quality and productivity monitoring.o General training and coaching of the agents; creation of specific trainings in cooperation with the Training and Quality Manager.o Languages and launches specific bug subsmission and follow up.o Day-to-day feedback to the Management team, making recommendations and suggestions in order to constantly improve the CS… Show more o Day-to-day management of the operations of the Luxembourg team.o Agent adherence, service level, quality and productivity monitoring.o General training and coaching of the agents; creation of specific trainings in cooperation with the Training and Quality Manager.o Languages and launches specific bug subsmission and follow up.o Day-to-day feedback to the Management team, making recommendations and suggestions in order to constantly improve the CS organization.o Focal point of exchange of information from the Project Managers to the Launch and CS Management teams, creation of Launches processes, development of specific sections on the Internal website and day-to-day coaching of the CS agents answering the launch tickets.o Constant improvement of the CS QA web tool, deployment of a second version of the application. Show less

o Day-to-day administration of the customers’ e-mails in French and English depending on the needs of the users and regardless of the contact type.o Participation in the improvement of newly released products as a creator and member of the Customer Support Incubator team by evaluating the customers’ needs. Providing Product Managers with constructive feedback. o Training of the newly hired agents in Luxembourg.o Day-to-day intradepartmental coaching of the other CS… Show more o Day-to-day administration of the customers’ e-mails in French and English depending on the needs of the users and regardless of the contact type.o Participation in the improvement of newly released products as a creator and member of the Customer Support Incubator team by evaluating the customers’ needs. Providing Product Managers with constructive feedback. o Training of the newly hired agents in Luxembourg.o Day-to-day intradepartmental coaching of the other CS agents.o Development and design of a new system of Quality evaluation for the department, work completed as an extra task without relying on Skype resources. Show less

o Day-to-day management of the content of the entire site (http://www.swift.com) working with content owners throughout the company. Co-ordination of scheduled updates.o Participated in the implementation of a new e-ordering site. o Creation of new, more flexible, templates/designs for the site’s homepage.o Web coverage of the annual conference in Copenhagen, Denmark. Creation of new specific templates and daily updates.

La Hulpe, Belgium

o Job in order to finance my studies.o Replenish supplies, maintain inventory and take food orders (drive-through & counter). Prepare cold dishes, beverages and fresh salads.o Maintain cleanliness in food service areas and throughout the food establishment.o Ensure customer satisfaction, resolving customer complaints, and addressing any questions or comments that customers may have.