Mathieu D. Email & Phone Number

Ashford, Angleterre, Royaume-Uni

I was responsible for a varied range of duties, such as resolving customer escalations, managing Customer Satisfaction feedback operationally, carrying out performance management and Quality Assurance, and providing ongoing coaching to Advisors to ensure our service personality is reflected. I was also involved in ongoing recruitment and training of Contact Centre colleagues.My role also had some essential regulatory aspects, such as performing audits, approving refund payments and leading the responsibility for anti-fraud measures within the call centre as well as supporting the general supervisory function during office opening hours.

Ashford, Angleterre, Royaume-Uni

• Supervise a team of 16 temporary workers. Promptly answer their queries and concerns. Guide them through the company processes and train them on the different systems. Establish and maintain key performance to ensure company’s expectations. • First point of contact to colleagues in EBSC, attend any queries, resolve any issues and acting as an engaged team member while positively and confidently delivering solutions and solving problems. • Deliver trainings of Salesforce, Teams and Voyager to colleagues from other departments in the business.

Ashford, Angleterre, Royaume-Uni

• Analysed calls, emails and live chats • Identified if and where processes were not clear or updated, and advised on the changes to be made (update of knowledge articles, intranet content etc.) • Prepared weekly reports for relevant teams. This helped targeting potential issues and specific training needs. • Conference calls with teams from Bucharest and Derby where findings were presented and strategies were discussed. • Part of the recruiting team. Telephone interviews with applicants where role play took place. The focus was to analyse the level of the French language of each candidate as per the company’s requirements.

Ashford, Angleterre, Royaume-Uni

• Dealt with high level complaints from customers by email/phone in the French and English languages• Provided support to customers with any issues they may face on the websites, online - loyalty accounts. • Identified and logged bugs for business systems and digital channels on UK and French platforms by working closely with the helpdesk support team. • Analysis of potential errors during booking process for Eurostar Partners. • Provided translations from English to French of websites contents (disruptions, marketing, -loyalty accounts, Q&A), and emails templates.• Trained new members of staff: To share best practice and provide training that supports excellent customer service.

Ashford, Angleterre, Royaume-Uni

Royaume-Uni

Boulogne Sur Mer

Classement de déclarations par ordre numériqueArchivage de dossiersOuverture et répartition de courrier dans les différents secteurs

Condette

Suivi et préparation de commandesGestion des stocksRéalisation d'inventairesVente en ligne de pièces détachées LEGO et PLAYMOBILVente en magasin au TouquetRelation clientèle de professionnels et de particuliers français et étrangers.

Toeic, Score De 955

Bts, Commerce International, Admis

Etude et veille des marchés étrangers Informatique commerciale Prospection et suivi de clientèle Communication et management.

Baccalauréat, Littéraire, Admis Mention Assez Bien