Karine Germain Email & Phone Number

Marseille, FR

Marseille, Provence-Alpes-Côte d'Azur, France

Marseille Area, France

-Identify opportunities for improvements and elimination of unnecessary complexity across the organization based on: qualitative data analysis, evaluation of operational and financial impacts,root cause analysis, problem-solving processes, and continuous improvement methodologies-Develop and coordinate all necessary plans and schedules allowing processes.

Marseille Area, France

• Team management (38 team members):
• Coordinate the back and mid office teams (local and shared)
• Organize the day to day of the team (time planning, tasks management, shift patterns)
• Team members evaluation, coaching and development
• Recruitment of new team membersActivity management (3 departments: Invoicing/Reconciliation, Ticketing/Refund, Customer Invoice Care):
• Follow on the main control points and metrics of the activity (KPIs)

Vancouver, Canada Area

- Provide information to clients regarding disability and life insurance claims; opening, status, payments- Manage claims (opening, closing, following-up, archiving, authorizing medical practitioners payments)- Coordinate information flow between clients, adjusters, financing companies, car dealers, medical practitioners to ensure a smooth resolution of.

Vancouver, Canada Area

• Responsible for the Implementation of new Card Programs and new Prepaid Card Projects, together with the Project Manager
• Worked closely with prepaid card vendors including issuing banks, card processors, and card fulfillment vendors on delivery of prepaid card products and services
• Coordinated program setup and operational procedures
• Oversaw card material ordering and inventory management
• Tracked progress of existing prepaid programs
• Assisted the Customer Service Representatives with card information and supported the French speaking CSRs

Annecy, France

• Managed, recruited, reorganized a team of 13 persons for more efficiency and adhered to the Customer Service’s budget of 600,000 €
• Worked in an English language environment in liaison with the Headquarters in Japan
• Guaranteed satisfaction to 2,300 clients in Europe by supervising received orders(preparation, delivery, invoicing) in collaboration with the Supply Chain and Warehouse Managers and by coordinating Customer Service.
• Implemented an atmosphere of positive communication and relationships with the other departments and clients
• Initiated statistical reports to monitor and evaluate department progress, KPIs
• Created and maintained procedures

Lyon Area, France

• Member of the executive overview committee
• Managing a customer service team of 12 people
• Reorganising the service team for efficiency
• Analyzing customer claims (400 customers) and guaranteeing satisfaction
• Surpassing the goals of the customer service centre: 30% reduction of the cost of litigation reserve in one year.
• Internal quality auditor (ISO 9001 v 2000)

Macon, France

• Preparation and passing of ISO 9001 (v 2000) Certification renewal
• Establishing and updating procedures
• Visiting customers to improve shipment quality
• Organizing and chairing monthly board meetings
• Cross-functional quality management with other managers
• Conducting quality workshops and internal system audits

Le Mans Area, France

• Managing a team of 3 persons
• Negotiating transportation subcontracts
• Guaranteeing the transportation of the frozen goods by -20 C
• Researching delivery solutions (time/quality) for customer satisfaction

• Assisting the transportation Manager
• Implemented vehicle/route efficiency project

Shanghai City, China

• Key Account Manager, responsible for the Northern Asia area(China, Korea, Japan)
• Assessing the business potential per industry
• Establishing a monitoring tool
• Acting as an interface between the sales organization and headoffice (Germany

Dess, International Business And Foreign Languages

Inernational Business

Master, Transportation,Hotel Industry, Tourism Management And Foreign Languages

Transport and Tourism Management

Master, Mba

Activities and Societies: International Office Assistant Center for INTERNATIONAL SERVICES & PROGRAMS www.csuohio.edu/ • Assisting foreign.

Bachelor’S Degree, Transportation And Logistics