In charge of: - Answer customer assistance requests.- Qualifying and prioritizing requests via Jira helpdesk.- Escalating customer improvement requests.- Ensuring production monitoring between the different CS, Tech and Product teams- Animate estimates and planning of next sprint priorities

In charge of clients's training to Lemon Way tools- Partners requests handling. Level 2 queries assignations- Knowledge Management- New Client Success Officers skill improvement- Template answer creation and Client service techniques optimization

Customer requests handling and daily performance reports B2BFirst Contact Resolution: < 48h- Automatized pre-population and redirection of webpage request: +125 % production- Process optimisation and harmonization with London and New York offices- Automatic customer survey emailing set up and CSAT monitoring

Congratulations for performance on the third month after recruitmentRewarded by a week working on HP’s Madrid platform (Workawayer)- Maximum written answer delay: < 24 h for e-mails and 48 h for mails- Customer satisfaction survey: 66% (102% of the target)

Helpdesk for Logitech users (Harmony universal remotes)- Best Performer 2010- Average Handling Time: 82% of maximum time, Quality: 113% of the target

Management and skill improvement of several outbound and inbound call teams (up to 30 people)Follow-up of the IT incident reports of the whole platform (9 campaigns)- Via Michelin: Helpdesk (up to 50 agents / International)- Télé2 France: Outbound sales calls B2C (15 to 20 agents / French)- Vision du Monde: Outbound calls for humane sponsorships (10 agents / French)- Orange: Inbound calls / Téléphone contract special subscription (9 agents / Spanish - Catalan)- Eriksson IPX: Customer service / e-paiment service (5 agents / Swedish – Finnish)

Monitoring and skill improvement of the IMP French speaking teamQuality: 107% of the target (175% over the period)On-going training and yearly training-plan set-up for the whole platform

- Agilent GMBH: Outbound prospecting campaign back office (French).- IMP: Outbound sales campaign (French).

- Translation and page design for several role-playing games- Management of international relationship (Copyrights, royalties)- Management of translations and translators- Recruitment and management of the translators and illustrators

- Tabletop strategy games rule designing and novel writing- Monthly customers Newsletter redaction and management- Translation to Spanish. Management of licences for Spain

In charge of Spanish-speaking customers