Ensuring customer and partner satisfaction

Project Manager “Sprong an d’Léier” in collaboration with CNFPC and the Ministry of Education> Planning and controlling of the project> Organizing the project structure plan and developing appropriate strategies> Manage the database> Create workshop-training plans> Find external partnerships for practical courses and apprenticeship

> Team leader of the French pool for general goods> Support aicraft cargo inbound / outbound (on WE)> Fleet operator> International chartering> Management and visit of key accounts and strategic customer> Manage Tender offer> Quality monitoring and reporting to management

> Monitoring the quality of the calls handled by the call center (outsourced)> Ensuring high quality of the administrative tasks as well as their follow-up> Supervising performance against service levels and fulfilling performance reporting requirements> Implement new processes to optimize the daily tasks> Train the team on new products and processes> Assist critical customers

> Provide daily operational support to the team, covering resource planning, monitoring, feedback and assistance> Monitoring performance against service levels, implement actions to achieve them and fulfil performance reporting requirements> Act on verbal and written customer escalations> Provide guidance to the team members by acting as a centre of competence on processes, systems and procedures> Assess skills requirements & coaching of team to meet required standards, targets and the certification in Communication and Language skills through a third party> Drive RCA performance across individual Customer Service Representative and the team

> Provide daily technical support to the team > Monitoring RCA performance, implement actions to achieve it and fulfil performance reporting requirements> Act on verbal and written technical escalations

> Project Manager Pricing (Transport and logistic tender)> Trainer for internal software and process> Sales Manager for customers like Danone, Ikea and ARC

> Airfreight import transit exploitation agent (15 months)> Supervise RMA in Europe for Lexmark (8 months mission)> Coordinate the customer service desk in Europe for Apple (8 months mission)> Supervise a 6000 m² warehouse (3 months mission)> Supervise a quality audit in Hungary for Flextronics products (2 months mission)