Mélodie Valles Email & Phone Number

Ramonville-St-Agne, Occitanie, France

- Support and assist customers and partners (tier 1 requests): onboarding, technical requests via Jira tickets and online meetings- Coordinate internally to get appropriate Tier 2 answer- Trainings on hardware basic usage and detailed softwares usage (development tools and backoffice)- Ensure customer satisfaction as its fullest: assist sales team during pre-sales, manage onboarding and follow-up at each step on the Kineis’ journey- Relay every lmprovement request- Manage knowledge base update- Inform & communicate customers on services incident or updates- Update internal processes- Implement processes: customer journey handling, internal tools usage, products implementation…- Implementation of an internal Wiki with an objectif to provide helpful documents for Sales team on Kinéis products- Work with differents Kinéis teams and profiles (product, operational, sales, technical, communications & marketing….)- Create a KPI dashboard for Support team, analyze results and provide with solutions

Paris, Île-De-France, France

- Creation of the Customer Success department: introduction of ticketing & chat tools, procedures’ definition & implementation, - Handling customer requests, from onboarding to after-sales.- Communications: management of monthly newsletter, Linkedin page, overhaul of email content- Writing and implementing technical FAQ

External events management:- Identification of market events (trade shows, conferences, etc.) related to the marketing targets of Lemon Way (Payment, Fintech, Marketplace, Crowdfunding).- Commercial and contractual negotiations of sponsorship packages - Logistical organization and coordination of Lemon Way presence before, during and after eventsExternal communications development & customer loyalty:- Managing complete FAQ update: identify sources, updating content and design, redacting new articles, re-organise categories, coordination with involved internal services to get input- Preparing Product Marketing materials for Sales Team assests: attract new lead & upsell existing partners- Setting up external e-newsletters for partners: choice of topics, design, planning of frequency and dispatch- Partners communications (regulatory, support, KYC updates to partners): coordination with involved internal services to get input, content writing, design, - Management and follow-up of goodies and translations: following a budget, selecting goodies and providers, negociating prices, managing stocks- Coordinating, and planning seasonal presents to partners: following a budget, selection of providers, quality follow-up

Montreuil Area, France

- Collaborate with all Lemon way internal services (Finance, Legal, Sales, IT and LCBFT), banking partners and partners to improve internal processes - Managing a transversal project: drive all partners unpaid bills with Financial team from analyzing to contact with partners feedback- Negotating prices with providers- Lemon Way FAQ updating and writing articles published on website - Organize internal events with Marketing service: afterworks, team buildings, Christmas party... - Analyzing, understanding, and answering partners requests received through tickets (Zendesk)

Bagneux

• Project management - Project implementation : meetings to identify customer needs, recruitment of agents, creation of driving tables on Excel sheets, phone and computing tools preparation... - Project follow up : monitoring meetings with customers, driving tools analysis on a daily basis (statistics, quality...), decision making when statistics are not meet, team management... - Project results analysis : qualitative and quantitative drivers restitution, recommendations based on results to customers• Operational management : management of teams managers, coaching on a daily basis (based of statistics monitoring), preparation of training documents and sessions, and recruitment : selection of candidates, interviews and follow-up with RH team) • Strategic management : ensure quality and quantitative by KPI drivers implementation• Training sessions management

Cork

• Apple Care tier 2 advisor: provide solutions to customers’ technical issues (ENG & FR)• Customer relationship: daily or weekly follow-up, collaboration with internal Apple services to resolve issues • Take decisions regarding complicated cases• Pro-actively participate in internal events planning

Région De Mexico City, Mexique

• Strategic marketing • Creating communications documents • Managing community management • Market Study

France

• Design of newsletter, logos, presentations, posters, flyers• Community management on internal social network• Events management: 100 engineers from all over the world• Design of a promotional movie (scenario, shoot and edit)• Work with Lean Management

• Cashier management• Multinational clients and environment• Stocks management assistance

Région De Paris, France

• Assistance on congresses’ planning • Organization of seminars for 30 people • Presence on-site and welcome desks, • Contact with providers (in ENG and FR) for price estimates• Administrative management of 2 medical assosciations (mangement of subscriptions and communication letters)

Master'S Degree, Internationl Marketing Management, Marketing Of Innovation, International Consumer Behavior

Activities and Societies: Multimedia association: Communication group (market research, organize events...)

Master'S Degree, Marketing

Licence, Business Tourism

Bts Ventes Et Productions Touristiques, Tourism And Travel Services Management, Passed