Chez Impact Studio, nous somme convaincus que la communication doit faire plus que capturer l'attention ; elle doit toucher les cœurs et inspirer le changement. Notre but est de créer un impact durable, en allant au-delà de la simple transmission de messages pour éveiller des émotions profondes et des actions significatives.Nous adoptons le design thinking, une approche centrée sur l'humain qui nous permet de comprendre intimement notre audience et de co-créer des contenus qui résonnent sur un plan émotionnel. Cette méthodologie garantit que nos créations ne sont pas seulement vues mais qu'elles inspirent véritablement.À travers cette approche, nous produisons des contenus visuels qui se distinguent par leur capacité à créer des liens authentiques entre les marques et leur public. Que ce soit par des histoires captivantes ou des campagnes à fort impact, nous visons à enrichir chaque communication avec une profondeur et un sens qui transcendent les attentes.

❖ Key Responsibilities:✦ Produced music videos and short documentaries primarily for the classical music industry, infusing modern film aesthetics and mood to promote artists and their music.✦ Developed corporate video and photography content, balancing artistic vision with client needs.✦ Focused on core storytelling, identifying and addressing the essential narrative elements in each project.❖ Contributions:✦ Broke away from the classical music industry's usual aesthetic by introducing modern, engaging visuals.✦ Delivered creative solutions on budget constraints, demonstrating resourcefulness and innovation.✦ Produced a diverse range of content, from artistic music videos to documentaries and corporate materials, broadening the company's portfolio and expertise.❖ Skills Developed:✦ Innovative Storytelling & Vision: Focus on conveying compelling stories, focusing on intention and relevance to the audience.✦ Creative Problem-Solving: Developed an ability to find ingenious solutions despite budgetary limitations, maximizing the impact of each project.✦ Strategic Thinking & Design Thinking: Incorporated UX design principles and design thinking into artistic direction, ensuring the final product resonated with the target audience.✦ Leadership & Business Acumen: Managed and grew a creative business, balancing artistic vision with practical business needs.

❖ Key Responsibilities:✦ Customer Relationship Policy: Implemented and maintained robust customer relationship strategies, including defining and monitoring Quality Performance Indicators (KPIs) and managing related budgets.✦ Operational Excellence: Supervised and continually improved methods, supporting the team in ticket management, handling complex customer cases, and automating repetitive tasks.✦ Team Leadership & Management: Recruited and led a dedicated customer relations team, setting individual and collective objectives, and conducting regular performance evaluations.❖ Key Achievements:✦ Developed and enforced a customer relationship policy that aligned with other departments, ensuring a unified approach to customer satisfaction.✦ Enhanced team efficiency and customer service quality by identifying and automating low-value tasks, allowing the team to focus on more complex and impactful work.✦ Demonstrated leadership by building a cohesive team, effectively managing customer disputes, and driving continuous improvement in service delivery.❖ Skills Developed:✦ Strategic Customer Service Management: Deep understanding and management of customer needs, driving retention and satisfaction.✦ Data-Driven Decision Making: Utilized a blend of factual data, and qualitative and quantitative insights to inform strategies and improvements.✦ Leadership & Team Development: Recruited, supervised, and motivated a high-performing team, fostering a culture of excellence and continuous learning.

🏅 Elu service client de l'année (catégorie VTC)❖ Key Responsibilities:✦ Team Management & Development: Led the recruitment, training, and supervision of customer and partner relations staff, focusing on continuous performance improvement and skill enhancement.✦ Operational Leadership: Orchestrated team activities, monitored key performance indicators, and executed necessary corrective actions to maintain high service quality and adherence to deadlines.✦ Complaints Resolution: Actively managed and resolved high-level partner and client complaints, providing support and leading the team through complex challenges.❖ Key Achievements:✦ Cultivated a culture of excellence and continuous improvement, reflected in team performance and service quality.✦ Demonstrated adaptability and commitment by ensuring service continuity and stepping in to cover for team members as needed.✦ Successfully navigated and resolved Level 3 complaints, reinforcing a strong customer-centric approach and problem-solving acumen.❖ Skills Developed:✦ Strategic Team Leadership: Built and maintained a high-performing team, emphasizing professional growth, accountability, and operational excellence.✦ Operational Management: Ensured seamless service delivery by proactively managing quality and efficiency, quickly addressing any issues.✦ Advanced Problem-Solving: Tackled complex issues, providing guidance and resolution to maintain customer and partner satisfaction.

❖ Key Responsibilities:✦ B2B & B2C Client Support: Provided pre-sales support such as registration and reservation assistance and post-sales service including handling customer complaints, aiming for timely and effective resolutions.✦ Dispute Resolution: Assisted in gathering information from clients and drivers to facilitate dispute analysis and resolution, in line with the Driver Division's guidelines.✦ Contributor to Service Improvement: Supported the team in collaboration with the drivers, marketing, and B2B sales departments to enhance customer relations and prevent future complaints.❖ Contributions:✦ Enhanced customer experience by providing informed and courteous support, effectively addressing inquiries and concerns.✦ Supported a fair and systematic approach to dispute resolution, contributing to the maintenance of service quality standards.✦ Participated in team efforts to improve service strategies, demonstrating a proactive approach to customer satisfaction.❖ Skills Developed:✦ Effective Communication: Strengthened ability to communicate clearly and empathetically with clients and partners, addressing their needs and concerns.✦ Problem-Solving: Developed skills in analyzing and resolving customer issues, contributing to a more efficient and customer-friendly service environment.✦ Team Collaboration: Gained experience in working collaboratively with various departments to contribute to service improvements and customer satisfaction.

❖ Key Responsibilities:✦ Welcomed and guided guests, managed reservations and overbooking, and ensured VIP and special account readiness.✦ Addressed occupancy rates and rehousing solutions, enhancing guest experience through tailored concierge services.✦ Resolved complaints and conflicts efficiently.✦ Conducted commercial tours, marketed services, and supervised temporary staff and new recruits.❖ Skills Developed:✦ Empathy & Cultural Sensitivity: Excelled in understanding and meeting diverse guest needs.✦ Multitasking & Organizational Skills: Managed multiple tasks with attention to detail and efficiency.✦ Conflict Resolution: Resolved complaints ensuring guest satisfaction.✦ Communication & Sales Skills: Effectively communicated with and sold services to a variety of guests.

❖ Key Responsibilities:✦ Conducted daily earnings control and executed End of Day (EOD) procedures along with a thorough night audit.✦ Verified arrivals and OTA reservation card payments, ensuring accuracy and security.✦ Provided welcoming guest reception and orientation, maintaining high standards of customer service.❖Skills Developed:✦ Attention to Detail: Sharpened an eye for detail in financial auditing and reservation verification.✦ Customer Service: Refined customer interaction skills, providing warm and efficient assistance.✦ Responsibility & Integrity: Demonstrated reliability in managing sensitive financial tasks and guest interactions.

❖ Key Responsibilities:✦ Crafted compelling visual narratives by prioritizing elements that enhance the story.✦ Evaluated and removed non-essential or superfluous content to ensure a focused and impactful message.❖ Contributions:✦ Delivered high-quality video content that effectively communicated the core message and engaged the target audience.✦ Streamlined storytelling by identifying and eliminating unnecessary elements, ensuring clarity and viewer engagement.❖ Skills Developed:✦ Storytelling & Content Judgment: Developed a keen sense for narrative-enhancing elements and recognized what to omit for a more potent story.✦ Attention to Detail & Precision: Ensuring every frame contributed to the overall narrative.