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 and systems improvements-Identify trends, process and system variations as part of establishing a continuous improvement monitoring system-Own and manage change initiatives from evolution/efficiency identification through to continuous improvement project delivery via internal governance and controls-Elicit requirements and drive necessary changes using staff interviews, document analysis, requirements workshops, surveys, site visits, business process descriptions, business analysis and workflow analysis-Take a ‘completer-finisher’ accountability for ideas from inception to delivery, in an environment that requires robust metrics to confirm success.-Ensure regular and ad-hoc reporting to key partners in order to give visibility of progress, benefits tracking and outcomes of appropriate progress and control.-Contribute to improving customer satisfaction -Focuse on the continuous improvement KPIs and the Global Customer Operations OKRs

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)•Act as the SPOC for the following departments: Account Management, Credit Management, Customer Service Delivery, Client Service Management, Supply, Finance, HR, Back Office WW: first level issue resolution, in particular for process failures or customers complaints; feedback to any Local Back Office questions; following Back Office projects•Provide the level of support expected from local business •Escalate / give maximum visibility on issues that go through the back office operations•Ensure gross bookings and fees are systematically invoiced, and where possible organize the billing of additional revenues•Ensure the costs efficiency of the service•Analyse activity to highlight where improvements can be made (e.g. reconciliation, invoicing automation rate, CIC query rate)•Follow and maintain clear processes to ensure operational excellence•Ensure SOX and PCI DSS compliancyOperational Excellence/Client Management•As part of the Ops Excellence Team including Client Services, Customer Care and Customer Invoice Care, drive efficiency, service improvements and standardisation throughout the organisation •Identify clients at risk through Client Health Monitoring•Hypercare of clients at risk for 3 months or as long as the Back Office issue is not solved•Verification of new clients implementation (Set up, contract, Invoice delivery, fees...)•Liaise with the Service Delivery, Credit and Account Managers to improve and maintain client satisfaction•Continuous improvement of the Back Office offer and level of Customer Service

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 claims

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• Provided information to customers on issues such as account balances, card transactions and detailed website explanations

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 with Sales and Marketing departments• 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• Sourced solutions for any claims and answered to escalating calls• Reduced claim costs by 33% (Surpassing Customer Service department goals)• Liaised with European Clients (32 countries) at European Meetings• Ensured Customer Service Internal control (Japanese-SOX and audited internal quality for EMAS (European Eco-Management and Audit Scheme) and ISO 14001 (Environment)

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 • Statistical analysis of customers claims• Responsibility for guaranteeing security, safety (HACCP), fresh food hygiene during transportation • Member of the executive overview committee

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