Nicolas L.

Nicolas L. Email and Phone Number

Head of Customer Operations at Alma [fintech / next 120] @ Alma
Nicolas L.'s Location
Lille, Hauts-de-France, France, France
Nicolas L.'s Contact Details

Nicolas L. personal email

n/a
About Nicolas L.

Passionate about continuous improvement as General Manager and expert in Customer eXperience & Process Management. Love when teams are delivering an exceptional experience, using their talent and helping to create a sustainable business with enthusiasm and leadership.

Nicolas L.'s Current Company Details
Alma

Alma

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Head of Customer Operations at Alma [fintech / next 120]
Nicolas L. Work Experience Details
  • Alma
    Head Of Customer Operations
    Alma Jul 2022 - Present
    Lille, Hauts-De-France, France
    Scale up the execution for Customers Relationship and RiskWork on efficiency with hight level of quality and emphatic experience
    View
  • Alma
    Site Leader
    Alma Aug 2022 - Aug 2023
    Lille, Hauts-De-France, France
    Scale Alma customer care team and processes to ensure continuous improvement and provide the best experience to our staff and users.
    View
  • Oney
    Head Of New Offer
    Oney Nov 2020 - Sep 2022
    Croix, Hauts-De-France, France
    Creating a customer relationship strategic department for a new application & services : Oney+Contributing to upgrading and digitalizing Oney's customer relationship management as an intern expert
    View
  • Mgen
    Contacts Center Director / Transformation Of Customer Relationship
    Mgen Jul 2018 - Nov 2020
    Région De Lyon, France
    Instilled a customer culture, performance and innovationManaged 115 people in Lyon, boosted activity by. +30% for Lyon's contacts center, decreased cost by -20%, raised by 10 points in Customer satisfaction indicatorContributed to the digitalization and simplification of MGEN processes Deployed GDPR for the 5 MGEN Contacts Center
    View
  • Comdata Group
    General Manager / Comex Member
    Comdata Group Jan 2011 - Feb 2018
    Chalon Sur Saone / Aix En Provence
    - Member of the Executive and Strategic Committee, reporting to CEO, shareholder from 2011. Guarantor of operational excellence and EBIT- in charge of 2 subsidiaries ; b2s Chalon and b2s Aix (€18Millions, 750 employees, 10M interactions), inspiring and challenging 2 management committees (Operations, IT, HR, Quality & Training, Data and Planning)- 20 clients, B2C, B2B, banking, insurance, telecoms, retail, 30% of turnover in Telesales and 70% in BPO / Customer Service. Customer satisfaction rate to 92% during 6 years
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  • Comdata Group
    Account Manager
    Comdata Group Feb 2005 - Dec 2010
    View
  • Agency Of Business Design
    Consultant And Senior Consultant
    Agency Of Business Design Dec 1999 - Jul 2004
    Paris, Île-De-France, France
    - Outsourcing, staff & business transfer, optimization of industrial processes, restructuring and revitalize- Business transformation, Support to the board, Operational consultancy, Re-engineering and change management

Nicolas L. Skills

Management Team Management Call Centers Change Management Telecommunications Customer Experience Customer Satisfaction Business Strategy Outsourcing Crm Account Management Key Account Management Business Development Strategy Marketing Strategy Project Management New Business Development Call Center Contact Centers Gestion De Projet Sales Management Product Management Management Consulting Operations Management Customer Service Coaching Customer Retention Channel Partners Commercial Management Sales Sales Manager Strategic Planning E Commerce Mobile Devices Solution Selling Business Planning Calls Customer Acquisition Saas Customer Efqm Excellence Model

Nicolas L. Education Details

Frequently Asked Questions about Nicolas L.

What company does Nicolas L. work for?

Nicolas L. works for Alma

What is Nicolas L.'s role at the current company?

Nicolas L.'s current role is Head of Customer Operations at Alma [fintech / next 120].

What is Nicolas L.'s email address?

Nicolas L.'s email address is ni****@****ahoo.fr

What schools did Nicolas L. attend?

Nicolas L. attended Edhec Business School, Université Paris Sorbonne (Paris Iv), Paris School Of Business.

What skills is Nicolas L. known for?

Nicolas L. has skills like Management, Team Management, Call Centers, Change Management, Telecommunications, Customer Experience, Customer Satisfaction, Business Strategy, Outsourcing, Crm, Account Management, Key Account Management.

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