Javier Clemente Email & Phone Number

Anglet, Nueva Aquitania, Francia

TASKS:Handling multi-channel customer requests in accordance with KPIsIdentification and resolution of CS related issues in collaboration with the project manager / Web developperImplementing self-service tools to assist in pre-sales and conversionIdentification of ways to personalise and improve the customer experienceWork on customer retention and reactivation with the CRM deptManagement of CS associates and tasks assignmentImplementing an operational e-commerce transport strategyCollaboration with other internal departments to ensure problem resolution and enable a seamless customer experienceProvide reporting and monitoring of the customer service teamMaintenance of an ongoing procedure guidebookImplementation of a system allowing exchangesSTATISTICS/KPIs2022: + than 20000 tickets handled2023: + than 22000 tickets handledCSAT rate: 2022: 76.5% 2023: 82%2024: 82% SLA 48hrsCS MANAGEMENT:CS agents management, Task assignment, feedback, report explanation to introduce our objectives, prioritisation of tasks/projects, automation of CS handling tickets, development of an automated Chatbot service.Management of 4 brands (Volcom, Spyder, Electric California, Captain fin), setting up rent services on Volcom and Spyder and a repair service on Spyder.Management of an ambassadors chat team for over a year. -2022 : + 12% conversion rate / 5800 chats -2023 : + 10% conversion rate / 1300 chats (project terminated in 03/2023)Management of 9 websites for UX: volcom.fr, volcom.es, volcom.de, volcom.co.uk, volcom.eu, volcom.ch, eu.spyder.com, eu.electriccalifornia.com, eu.captainfin.com.Marketplaces management (Veepee, Privalia, Colizey, LaRedoute, Amazon, Aboutyou, Zalando, Showroom privé)CA of 8M for 2022.TOOLS: Zendesk (all subtools), Full Circle (ERP), Teliae, Channel Advisor, Tradebyte, Cardinal, Yotpo, Digital Genius, JIRA, Asana, Shopify, Klarna, Checkout, Paypal, Alma, Justpay, Shipup, Shippypro, Magento, Baback, Lizee, Gorgias.

Main mission: provide assistance to the commercial agents on the road, and support to our clients on the Netherlands, eastern France and DOM-TOM, and European distributors.Build and maintain relationships with customers and the commercial agents.Management of customers' accounts (preorders, order confirmations, reorders, returns, providing order data) and the delivery of their orders in a timely manner and complying to customers' requirements.Providing support to customers for all types of requests such as carrier issues, invoicing, SAV, product availability... Providing support for the commercial agents with information on the clients, their orders and any other request.Organising parcel collections for European distributors following customs' requirementsEnsure customer satisfactionCustomers onboarding and reportingTOOLS: ERP Full circle, carriers' interfaces, Excel

Handling multi-channel customer requests in accordance with KPIs in English, French and SpanishIdentification and resolution of CS related issues in collaboration with the project manager / Web developperCollaboration with other internal departments to ensure problem resolution and enable a seamless customer experience.Help customers (presales and aftersales), give advice, help to buy, handling incidences (transport, carrier loss, faulty items, etc.).Handling marketplaces tickets (see above for the whole list of markeplaces).Translation of internal communications, marketing content and preset answers in French, English and Spanish.

Barcelona Y Alrededores, España

French and English-speaking markets: handling customers issues via phone and email channels.Help customers (presales and aftersales), give advice, help to buy, handling incidences (transport, carrier loss, faulty items, etc.).Formation of new agents in the procedures and the functioning of the project and the company.Finance specialist backup: handling incidences, supervision of problems related to payment issues.Handling marketplaces (B2B) tickets (Amazon & Zalando).Translation of internal communications and preset answers in French, English and Spanish.TOOLS: Trackcat, Computop, DiVA, FRESHDESK, Salesforce.

Plymouth, Reino Unido

Professeur d'espagnol et de français comme langues étrangères

Stage dans une école secondaire

Valence, Espagne

Professeur d'anglais des affaires pour les travailleurs d'entreprise au niveau B1.

Valence, Espagne

Professeur d'anglais langue étrangère pour les élèves d'école primaire.

Valence, Espagne

Editeur:-Révision grammaticale des documents académiques, correction et adaptation des références bibliographiques ainsi que validation des citations académiques.-Amélioration du style des documents scientifiques et adaptation aux exigences des revues internationales.Corrector:-Revisión gramatical de documentos académicos, corrección y adaptación de referencias bibliográficas así como en la validación de citas académicas.-Mejoras de estilo de los documentos científicos y adaptación a los requisitos de los journals internacionales. Proofreader:I was in charge of grammatical revision of academic documents, correction and adaptation of bibliographical references as well as validation of academic citations.Style improvements in scientific documents and adaptation of documents into the requirements of international journals.

Master'S Degree In Advanced English Studies

Pgce Modern Foreign Languages (Español Y Francés), Secondary Education And Teaching

Ske French Course, Idiomas, B2

Curso de Francés presencial a tiempo completo ofrecido por Plymouth's Marjon University de 12 semanas con 2 semanas de inmersión en Brest.

Grado Estudios Ingleses