Cécile Gao Email & Phone Number

Fleury-Les-Aubrais, Fr

Remote

Designer and trainer of Explore training modules (all levels). Responsible for reporting conception workshops, and the building of custom dashboards under Zendesk Explore for different B2B customers (all industries). Creation of calculated measures/attributes, creation of complex queries, reporting automation.

Orlytech

Pilotage à distance des différents prestataires de la relation client, dont 2 call centers situés à l'international (MDG/US). Suivis des KPI de 4 marchés, éclatés en plusieurs sous activités. Monitoring qualité : Création, suivis et évolutions des grilles de notation selon canal et activité. Calibrage et comités qualité mensuels. Mise en place, suivis et évolution des enquêtes de satisfaction post appel & post voyage. Gestion des bases de connaissances, des bibliothèques de templates mail et chat en contenus bilingues FR/US (zendesk guide et support). Formalisation, diffusion et évolution des process commerciaux internes. Veille et mesure continue de l'homogénéité des process et informations au sein du service clients. Optimisation de la relation client via migration vers des outils omnicanaux en cloud:Administrateur Zendesk (suite), Aircall (voip/SVI), et Klaus (monitoring qualité). Compétente pour tous paramétrages admin (ouverture de canaux dont messageries sociales, routage par sites, langues et activités, automatismes, création de lignes et de SVI, gestion des flux).

Région De Paris, France

Chargée de formation et de management de la qualité, gestion des bases de connaissances et des supports de formation initiale, animation des nouvelles intégrations. Conception et traductions des discours client, des réponses types et mails serviciels. Conception et animation de modules de formation initiale et continue (ludo-pedagogie). Management de la qualité par reportings et points de production hebdomadaires, préconisations et suivi des PA qualité des prestataires de service externes, animation transverse de la qualité (dimension 6 plateformes à l'international). Évaluations, debriefings, suivis qualité, calibrages (sur marchés France, Pays-Bas, Travel). Collaboration aux projets transverses du SC.

Paris Area, France

Due to peak season major increase of activity: In charge from recruitment (language skills interviews and job interviews), training (airline process, Navitaire tool, basics of CRM) and implementation of the season peak related temporary workforces for an airline operating short/medium haul flights on european markets. Quality checks and co-workers follow-up, organization of debriefings and on-field coachings. Coordination of team members & tasks distribution, i guarantee the quality standards are met on french-english-dutch speaking markets. As an on field product expert and technician i also act as first hand support to tthe activity's supervisors.

Paris Area, France

Long term temporary position as team leader in an open space dedicated to airline&tourism activities (loyalty and award bookings) for teams with a flexible amount of team members (11-15), from green to -season employees. Lead and follow up of operational and economical indicators (analysis, reporting, debriefings and making of action plans). People's management (leader and advisor in career plans) of teammember(s) with various profiles (PT workforces, TW, UR, DW, green/season) , enabler. Strong contribution to transverse projects (open innovation and brand's image), trainer in CRM techniques and team building workshops.

Paris Area, France

First hand customer service and airline related loyalty program service representative for world known names within the airline and tourism industries, on FR-UK-NL markets. First hand customer advice, booking (sales), claim handling and crisis handling (non voluntary or commercial reroutings) using multi-medias contact (phone inbound&outbound and emails)First level technical assistance, support to team leads and on-field mentor for newcomers.