Mathieu B Email & Phone Number

Kraków, Pl

Cracovie, Petite Pologne, Pologne

- Leading a team of 11 HR Advisors who are managing the delivery of HR Advice and Country Operations processes to Employees and Line Managers in France and supporting managers with more complex HR-related queries- Supporting all areas of HR Operations, with a close partnership with the Country HR for France- Driving a heightened, positive employee experience through pro-active support, consistency on global minimum standards, ensuring needs of employees with focus on building their engagement, culture of psychological safety and supporting their development- Establishing strong integration with other teams in the HR Model, ensuring HR operations assumes end-to-end accountability for issue resolution

Cracovie Et Périphérie

- Leading the performance delivery of the newly established Mobility B2C EU teams in Customer Operations. - Creating and maintaining strong business partnerships with the Mobility business to develop, agree on and execute priority areas in enhancing customer experience and driving a more segmented approach to improve B2C CX. - Planning and managing the local implementation of global projects- Managing implementation of change requests, new/changes to system/tools and improvement projects- Leading/owning rapid resolution of (complex) issues, mobilizing the right E2E partners- Providing process expertise as required- Liaise with business partners to take action on the commercial insights coming from Voice Of Customer (customer feedback)- Supporting MCO in preparation and running of stakeholder engagements

Cracovie, Petite Pologne, Pologne

- Supporting variate EV related projects in terms of Customer Integrated Experience | Mobility EV- Acting as a main focal point for customer operations data reporting & analytics | Mobility Benelux, France and DACH (using Sprinklr, Zendesk Explore, Power BI & Salesforce)- Supporting the recruitment of new team associates- Identifying, creating and facilitating trainings/workshops for operational team specialists and leaders (Time management, prioritization, delegation, Outlook usage optimization, diversity and inclusion, giving-receiving feedback, Zendesk Explore reporting, Zendesk chat functionality and soft-skills,...)

Cracovie, Petite Pologne, Pologne

- Responsible for management, organization and co-ordination of the day to day work of 15 direct reports to achieve service level agreements and key performance indicators- Manage team resources: coordination of leave and management of breaks, training days and re-assignment of responsibilities during team-member absences- Motivate, develop, coach and formally appraise employees to set performance standards, recognize achievement and deal with performance issues- Empower Commercial mindset and business knowledge in the team- Ensure that customer service officers achieve the required performance targets and standards in accordance with the business plan.- Monitor and report progress and performance, provide feedback and take appropriate corrective action.- Act as an escalation point for customer and stakeholder complaints- Undertake customer surveys, consultation, exit surveys and elicit feedback on services in order to improve service delivery- Maintain a good rapport with internal and external stakeholders to ensure the team receive up-to-date information- Plan strategically and manage changes - Monitor the changing needs of the service, challenge current methods of service delivery and identify, recommend and implement improvements and automation initiatives. - Drive Agile methodology in the team- Act as a gate keeper for compliance - Moreover, I have contributed to the development of my colleagues Leaders by being a facilitator for the “Leadership Development” program: co-creation and co-facilitation of a training focused on personal efficiency (Time management, prioritization, delegation) for a public of 16 new leaders

Cracovie, Petite Pologne, Pologne

- Coach a team of 30 specialists in B2C, B2B and Deal Management areas- Make decisions and demonstrate continuous improvement mindset- Build professional relationships- Deliver and work through the team- Motivate, coach and develop the team- Provides clarity on responsibilities, priorities and expectations.- Challenges ideas/initiatives and recommends improvements.- Uses expert level, practical knowledge of operational systems- Assist the central project team in any migration projects- Facilitate onboarding and functional training of new staff in collaboration with operation team- Drive best in class customer experience and sustainable development for customer operations staff throughout maintaining and improving skills and knowledge in the changing business environment, while collaborating closely with operational teams and wider functions.- Moreover, I have taken part in the “Coaching Circle” program as a facilitator: co-creation and co-facilitation of an upskilling training focused on preparing future coaches for Customer Operations (External Focus)

Cracovie, Petite Pologne, Pologne

- Providing urgent support to the riders who experienced sensitive situations (unprofessionalbehavior of co-riders and drivers, general incidents and incidents related to the safety andsecurity)- Helping and educating administrators and employees owning Uber for Business accounts- Conducting trainings and proving support for new IRT & U4B joiners- Delivering morning catch-ups to share daily results, to keep track of KPI targets and to sharerecent updates in the processes.

Cracovie, Petite Pologne, Pologne

- Providing support that establishes trust for riders across multiple support platforms (email,chat, phone)- Source, escalate or solve problems ensuring that they are resolved promptly while developingtrustworthy relationships with our community.- Helping and educating riders- Frequently analyzing tickets received from Clients for quality check- Reporting errors and suggesting improvements

Cracovie, Petite Pologne, Pologne

Main Responsibilities- Representing Training Team for the French, Swiss, Belgium and Dutch Market- Planning and leading the trainings & development programs to ensure compliance withbusiness needs- Day to day management of the New Hires team (up to 15 employees) during 2-monthstraining period- Monitoring New Hires performance and ensuring tasks are completed with a high standard asdefined in pre-set SLA’s (reported with the Scorecards 30/60/90 days after the training)- Keeping track of KPI targets and identifying the areas of improvement on the operations floorin order to keep the knowledge up to day- Developing processes with the aim of increasing Sales Conversion, reducing AHT andimproving Customer Satisfaction- Implementing and maintaining high quality approach (feedbacks, calibrations, glide paths ofimprovements) during training period- Undertaking regular one-to-one/one-to-many meetings with New Hired AgentsClient Related Tasks- Building professional relation and fluent communication with the Client (procedures,knowledge updates, process improvement)- Ensuring accurate and timely delivery of reports and analysis (daily/weekly/monthly)- Conducting Training Performance Review calls with the ClientTraining Delivery- Training New Hires (8-weeks Sales and Service training in Travel Domain) in English andFrench Languages- Conducting refresher sessions to improve the process on the operations floor within SupportMembers- Creation of Training modules, Refreshers, Personal Development Programs for Employees- Creation of Knowledge Check Tests- Representing Training Team externally within Dutch, Belgium, Swiss and French market- Delivering the required voice & communication coaching (soft-skills area)Cooperation with others departments- Cooperating with Quality Analysts to set development plan for the New Hires- Liaising with HR/IT

- Handling customer service and escalations via chat tools and emails- Responsible for insurance claims and invoicing. Working closely with insurance provider

Cracovie, Petite Pologne, Pologne

- Sales & Service incoming calls handling for eBookers online travel agency- Providing first hand support to potential and existing customer via telephone (using Amadeusand Galileo system

Paris, Seoul, Kuwait, Antwerp, Beijing