Laëtitia Sauvage Email & Phone Number

Ville De Paris, Île-De-France, France

Région De Bruxelles, Belgique

- Opening Yoga Room's new studios in Brussels - Following up on construction work and customer acquisition- Run the studios within Yoga Room's standards - 5 locations in Brussels- Recruiting and training & planning the staff team - more or less 20 FTE spread across different locations- Managing each studio's budget - Focus on growing the Member Base and on retaining existing members by offering a high standard experience through great facilities and well trained staff.- Reporting to CEO & COO through Business ReviewsDuring COVID: - Developing online offer through Mindbody- Engaging with members to maintain the sense of community- Reopening studios with safety rules while offering the best and safest experience- Motivate and follow up with staff team to make sure they feel safe and happy to be back at work

Within Insurance and Private Banking companies: - Structure & manage customer service team (17 FTE) - Advice on escalation management- Help structure and deploy NPS measurement throughout the company both remote (phone / email) and onsite- Define NPS as a KPI within both external and internal services- Draw and apply an action plan based on customer feedback

Zellik

- Team Leader of Media Markt Belgium In house contact center (16 advisors). Managing pre-sales questions and after sales follow up for Media Markt online and Stores via call, email, SMS, chat, messenger and social media- Managing and reporting on the team KPI's and SLA's- Briefing and training of the team- Coaching of the team and people development- Recruiting advisors and aiming at a low rotation rate- Monitoring the NPS score and take actions to improve the level of service- Spreading customer feedback to all department and stores and support in building actions to improve the customer experience- Supporting the store to offer a seamless experience within all MediaMarkt stores in Belgium- Work closely with the finance and operations team to spot potential issues and pro-actively work on a solution for the customer

Zellik

- Monitoring external partners KPI's & SLA's- Steering of external Call Center to define points of improvement- Briefing and training external call center to new processes- Supporting of development of omni channel processes for online and retail stores across Belgium- NPS measurement for Media Markt online and sharing customer voice through the different department- Handling customer escalations- Reviewing processes, procedures and looking for improvements

Coaching

Bachelor'S Degree, Public Relations, Advertising, And Applied Communication