Florian Marechal Email & Phone Number

Barcelona, Catalonia, Spain

Barcelona, Catalonia, Spain

We help vacation rental managers get more bookings and increase revenues with less hassle. Our automated channel manager solves double-bookings and makes guest communication easier.

Barcelona Area, Spain

• We help vacation rental managers get more bookings and increase revenues with less hassle. Our automated channel manager solves double-bookings and makes guest communication easier.
• Managing a 24/5 remote team
• Build/Improve processes based on internal suggestions and data
• Build reports and set KPIs: SLA, FRT, RT, Ratios, CSAT etc.
• Report these KPIs (department and team member level) on a weekly and monthly basis to team members and management
• Not only help Team Members when needed but make sure to improve our Guides and processes

Barcelona Area, Spain

We help vacation rental managers get more bookings and increase revenues with less hassle. Our automated channel manager solves double-bookings and makes guest communication easier.

Barcelona Area, Spain

• QMENTA offers a cloud-based neuroimaging platform to hospitals, research centers, and pharmaceutical companies to help accelerate the discovery and development of new treatments for brain diseases.
• Creating and Implementing onboarding workflow to better train and retain users
• Creating numerous training videos and support articles
• Implementing data-driven approach and tracking weekly activity KPIs

Région De Amsterdam, Pays-Bas

• Cupenya (Start-Up) is a unique SaaS product that helps Head of Customer Services to get instant and comprehensive performance metrics, that guides into taking data-driven decisions.
• Building unique 1:1 strategy with Customer Service Managers (~20 clients): Establishing KPIs/SLAs and helping the clients achieving them
• Converting Trial Users into Paying Clients: From on-boarding to building loyalty
• Tracking internal metrics: Client's platform usage, Churn Rate, Conversion Rate, Csat, Number of contact per client etc.
• Client Advocate: Quality and speed are key when helping a client - answering their requests, training them and communicating their feedback to other departments. (~10 contacts/day)

Région De Amsterdam, Pays-Bas

• BookingSuite is a SaaS company that provides advanced software tools for hospitality industry. We give industry expertise, user-friendly design, and relentless customer service.
• Supporting our 35 000 SaaS clients via phone and tickets (Zendesk)
• KPIs Quarterly achievements: First Reply Time, Resolution Time, Number of solved tickets, Number of Touches, Csat etc.
• Monitoring team performance: Creating dashboards to collect data (GoodData), reporting to the different stakeholders, analyzing the data in order to improve processes and organize team training
• Improving processes: Tracking new data (Zendesk), searching for new tools (RoundRobin) and improving Csat (+9%)
• On-boarding 13 new hires: Interviews, preparing schedules with different stakeholders, following up on the integration plan

Région De Amsterdam, Pays-Bas

• BookingSuite is a SaaS company that provides advanced software tools for hospitality industry. We give industry expertise, user-friendly design, and relentless customer service.
• Supporting our 2000 Saas clients via phone and tickets (Zendesk)
• Being the expert: Training colleagues and building booking engine for our clients based on their own pricing strategy
• Client Training: Training sessions on our platform and the booking engine (GoToWebinar)
• Retention calls: Pro-active calls to gather feedback but also, calling critics clients, based on the number of login or amount of revenue generated.

Région De Amsterdam, Pays-Bas

• buuteeq (Start-Up) enables hotels to create and manage websites, mobile content, social presence, and online reservations.
• Supporting our 100 EMEA Saas clients via phone and tickets (Zendesk)
• Communicating with stakeholders: reporting bugs and feedback via Jira to help improving the product
• Detail oriented: Listening and understanding client's requirements regarding their website
• Scheduling daily check-in with Premium accounts: Sharing tips, training clients on the platform, collecting feedback, upgrading to new products/features.

Région De Paris, France

Pierre et Vacances Center Parcs is one of the biggest touristic group in France.- Taking around 50 calls a day- Upselling with add-ons- Giving a great customer experience while booking their accomodation

Licence Professionnelle, Tourisme Et Nouvelles Technologie, Diplômé - Mention Assez Bien

La licence professionnelle « Tourisme & Hôtellerie spécialité Nouvelles technologies » a pour vocation de répondre aux demandes des.

Bts, Ventes Et Productions Touristiques, Diplômé - Mention Assez Bien

Des professionnels polyvalents en phase avec les mutations technologiques et le contexte mouvant d’une activité dynamique et en permanente.