eKomi, the Feedback company, trusted by over 14000 businesses worldwide to collect, manage and market their Customers' feedbackeKomi strives to further strengthen its core business and accelerate a new, innovative CX program based on deeper review analysis and multiple levels of experience management for both customer and employee feedback- Implementation of Customer Experience effective plans consistent with business goals- Set-up a specialized consulting services within eKomi, to… Show more eKomi, the Feedback company, trusted by over 14000 businesses worldwide to collect, manage and market their Customers' feedbackeKomi strives to further strengthen its core business and accelerate a new, innovative CX program based on deeper review analysis and multiple levels of experience management for both customer and employee feedback- Implementation of Customer Experience effective plans consistent with business goals- Set-up a specialized consulting services within eKomi, to help insurance companies around the world to better plan and execute their CX initiatives to reach their objectives- B2C services being responsible to develop, plan, purchase, operate and follow up the execution of core services- Responsible to secure service execution at the right time, with the right quality and for the right cost to be truly customer - Lead, coach and develop a senior high-performance team and enable change in a fast-paced environment Show less

Working in an international environment leading the processes to track, oversee and optimize all customer interactions - Define, design, manage and coordinate the market research actions, the strategic marketing and the brand strategy- Support the implementation of local initiatives creating technical expertise across teams to continually implement ways to enhance Customer Experience - Create synergies at regional level by increasing the working relationships with teams to… Show more Working in an international environment leading the processes to track, oversee and optimize all customer interactions - Define, design, manage and coordinate the market research actions, the strategic marketing and the brand strategy- Support the implementation of local initiatives creating technical expertise across teams to continually implement ways to enhance Customer Experience - Create synergies at regional level by increasing the working relationships with teams to coordinate CX initiatives & the creation of CX strategy- B2C services being responsible to develop, plan, purchase, operate and follow up the execution of core services through external service providers. Responsible to secure service execution at the right time, with the right quality and for the right cost and, together with Retail colleagues, to be truly customer centric to reach agreed targets for all KPIs- Contribute to the Business and Action Planning process on a market and area dimension and realize the implementation thereof- Lead and coordinate local projects using Six Sigma and Change management methodologies that aim processes efficiency, delivering improved processes to offer service commitments and guarantees to the market- Support brand repositioning in the market by complete process improvement projects to deliver reliable quality of service- Lead, coach and develop a high performing team and enable change in a fast-paced environment Show less

Deliver programs / projects results on time and on budget, and demonstrate impact on:1. Productivity of MedLA operations increase2. AXA revenue in MedLA Region increase3. Client satisfaction and retention ratios improvement- Support AXA brand repositioning in the market by complete process improvement projects to deliver reliable quality of service.- Support company cultural change towards customer centricity and process cost efficiency and continuous improvement.-… Show more Deliver programs / projects results on time and on budget, and demonstrate impact on:1. Productivity of MedLA operations increase2. AXA revenue in MedLA Region increase3. Client satisfaction and retention ratios improvement- Support AXA brand repositioning in the market by complete process improvement projects to deliver reliable quality of service.- Support company cultural change towards customer centricity and process cost efficiency and continuous improvement.- Contribute to AXA resources development (BBs / GBs) in the MedLA Region scope Show less

Strategic, operational and change management mission related to Customer Experience at AXA Headquarter:- Design and implement Brand CX Global Service flagships - Lead the NPS benchmark implementation in 18 countries. Results analysis, raw data construction and communication in close collaboration with Bain & Co- Set up guidelines and target setting model for all countries based on NPS benchmark results with the aim to achieve the target of 100% of countries at or above the market… Show more Strategic, operational and change management mission related to Customer Experience at AXA Headquarter:- Design and implement Brand CX Global Service flagships - Lead the NPS benchmark implementation in 18 countries. Results analysis, raw data construction and communication in close collaboration with Bain & Co- Set up guidelines and target setting model for all countries based on NPS benchmark results with the aim to achieve the target of 100% of countries at or above the market average- Develop a strategic understanding of Customer Experience in order to provide sound insights helping shape business strategies across the Group- Create synergies at Group level through increased working relationships with all Lines of Business tocoordinate CX initiatives & the creation of AXA’s CX strategy- Foster new services & interactions, testing & implementing them in collaboration with otherGroup & Local teams- Lead CX evangelization efforts through internal and external insights and best practices sharing- Coordinate AXA’s communication efforts related to CX for more impact and recognition- Monitor and control AXA’s performance and Customer KPIs Show less

Lead and coordinate local projects using Six Sigma and Change management tools and methods that aim at improving the customer satisfaction and processes efficiency, delivering improved processes (process-sigma 3) to offer service commitments and guarantees to the market.- Manage multiple local projects within an area or program: create and maintain up-to-date project plan and documentation and be responsible for significant projects with impact in the company strategy plan and manage some… Show more Lead and coordinate local projects using Six Sigma and Change management tools and methods that aim at improving the customer satisfaction and processes efficiency, delivering improved processes (process-sigma 3) to offer service commitments and guarantees to the market.- Manage multiple local projects within an area or program: create and maintain up-to-date project plan and documentation and be responsible for significant projects with impact in the company strategy plan and manage some internal resources to support delivery of program outputs to time, cost and quality criteria.- Impact AXA Company culture towards customer centricity and continuous process improvement.- Identify internal opportunities to launch Six Sigma projects. Show less

Implement HR strategies in an international environment. Promote and manage daily business operations, performance and strategy, including coordinating performance and revenue monitoring. Leverage analytics and collaboration with executive staff to define core objectives and business mission. Foster an environment of continuous process and staff improvement. Oversee monthly staff evaluations and any necessary one-on-one coaching, corrective actions, and training programs… Show more Implement HR strategies in an international environment. Promote and manage daily business operations, performance and strategy, including coordinating performance and revenue monitoring. Leverage analytics and collaboration with executive staff to define core objectives and business mission. Foster an environment of continuous process and staff improvement. Oversee monthly staff evaluations and any necessary one-on-one coaching, corrective actions, and training programs. Build a world-class leadership team through mentorship and management development, focused on decision making, Show less

Implementation of HR effective plans in addressing organization issues and consistent with business goals such as remote team building, creating a high performance culture, employee engagement and performance managementAlign global business strategies to HR initiatives, diagnosing business challenges, exploring alternative solutions and recommending best-fit solutionsBuild and manage HR Budget in close collaboration with the Finance department

- Established successful relationships with C-level and management to enable change and drive employee engagement- Designed and implemented plans to improve workplace culture, employee benefits, employee development/talent management and talent acquisition

Responsible for Motor call center implementation in the centralization process of Motor Claims. - Manage a team of 24 claims handlers- Supervise activities in the claims department - Oversee the investigation of insurance claims for property or casualty loss based on coverage, appraisal, and verifiable damage

Responsible for providing product/services information and resolve any emerging problems that our customers might face with accuracy and efficiencyManage claims in efficient manner – material and bodily injury claimsSuggest information about other products and servicesMaintain good level of information and interaction with customers by improving the quality of serviceTrain new employees in close collaboration with HR department