Driving CMA CGM group Customer Experience agenda, in Côte d’Ivoire and Burkina Faso cluster (A team of +60 people). Main achievements :• Solid positive NPS, with double digits growth.• Significant improvements in Phone accessibility (#Calls, Wait and Pickup up time, etc).• Successfully raised group CRM adoption within the Cluster, leading to better Cases Management SLA and faster Documentation processing.

From CMA CGM Global Customer Care perspective, I have led digital strategic initiatives/projects towards transformation of customer interactions, and enhancments of our agents day-to-day activity.Project 1 : Co-Led business requirements collections and consolidations, solution building and testing phases. Achievement : Solution successfully deployed in 4 Countries, 2 continents (and still counting).Project 2 : Co-led business requirements collections/consolidations and tender management and for a solution targeting 30K+ users across the globe. Achievement : Top management sign off leading to project implementation phase.

Responsible of Maersk Market Intel Strategy and Customers Satisfaction Analysis in Latin America Region.• Successfully implemented tools, enabling visibility on our customers journey, market development and business opportunities, by combining both business and market intelligence, and providing insights to our stakeholders. • Preparation, result presentation and action plan proposition of CSLS (Customer Satisfaction Loyalty Survey) for Latin America region.

Finance focal point for Ocean Trades & Inland Services (Depot, Trucking and EMR*) in Caribbean Area**. In charge of : 1)P&L analysis 2)Redesigning Reporting Landscape 3) Leading cross functional projects.EMR*= Equipment Maintenance and Repairs / Caribbean Area** = Colombia, Costa Rica, Panama, Venezuela & 9 Islands/Territories.

Acting as a local owner of financial and business data, data quality and systems. Cluster Business Finance focal point for 4 years, with last 2 years Partnering Sales department. Main responsibilities:o Drive profitability through data based recommendations. / Sales Incentive Plan & target setting.o Own Scorecard / Performance Management / Demurrage & Detention Learnings: Finance Business Partnering / Stakeholders Management/ Problem Solving/ Budget Setting/ Sales Incentive Plan Setting

80% of the time in Finance and 20% focus on Customer Service Projects. Main Responsibilities: o Account Receivables: Improve cash collection. Management of DSO and Collection Ratio.o Business and Cost Analysis/Controlling: Follow up our containers turnover/turn time.o Customers service Project: Leading Invoice quality project and Satisfaction SurveyLearnings: Finance Analysis / Project management / Negotiation / Business Case

Customer Service Agento Handle Import process, end to end (Documentation, Container release, etc...)o Customer care: Ensure best relationship possible with customers.Learning: Customer day to day needs in shipping. / Sense of urgency / Work under pressure

Jecompare.ci is a comparison website for banking products in Côte d'Ivoire (with Francophone Africa as target). We are offering personal finance support and mortgage brokerage service in an area where 3 out of 4 people are unbanked.

Internship in Customer Service Departmento Documentation preparatiobn before ships arrival.o Plan containers release through close relationship with freight forwarders.o Organise road transport after containers release.