Thomas B. Email & Phone Number

Paris, Fr

Ville De Paris, Île-De-France, France

Paris, Île-De-France, France

Leading the Return, Refund and Product Lifecycle experience for France and Belgium.Reducing customer defects on the return & refund space.Leveraging product lifecycle tools to prevent returns. Managing 2 people.

Région De Paris, France

Management of Booking Experience, Airport Experience and Customer Satisfaction : - Product/service Definition- Design of innovations and improvements- Definition of IT needs and projects management - Process and policy communicationBooking Experience: • Self Service Offer• Customer notifications (Life Cycle emails and ad hoc operational notifications)• Booking Contact Center Teams quality management • AncillariesAirport Experience: • Luggage policy• Airport signage• S&S desk management• Disruption management• Customer relationship training toward stationsCustomer Satisfaction: • NPS and Satisfaction Survey

Région De Paris, France

• Management of insurance included in American Express Cards and optional insurance coverage • Improve customer experience: digitalization of processes (Online Certificate, Online Claim) • Definition of the retention strategy• Optimization of processes related to the IBTM channel (interactive quotes, automation of data dispatch with insurers, sales support tool, etc.)• Management of the relationship with our insurance partners (Chubb, Axa Assistance, Axa Travel Insurance, Juridica)• Ensuring compliance• Monitoring and analysis of KPIs• Training of IBTM teams

Paris / Amsterdam

Involvement in the revision of the Customer Care & Recovery policy:• Redesign & update the Customer Care Manual• Improve tone of voice of answers to the customer• Create a commercial grid for baggage issues Participation in the development and optimization of customers handling proactive process in case of disruption:• Role of Campaign Manager in the automation of proactive process (test phase)• Development of proactive & recovery process on board via iPadEnhance exposure of Customer Care team:• Writing and coordination of Customer Care Bulletin• Establishment of a video to promote the Customer Care activity Support activities • Data analysis and monthly presentation of Customer Care dashboard during quality meeting • Regular support to Customer Care Center

Mise en place et suivi d'études Marketing:• Conception du questionnaire• Programmation du questionnaire dans le logiciel Sphinx• Administration du questionnaire• Analyse statistique des résultats• Rédaction du rapportJ'ai eu l'occasion durant mon apprentissage, de faire des études marketing aussi bien pour le grand public, que pour les professionnels.Les études que j'ai eu à réaliser portaient essentiellement sur la satisfaction d'un produit ou d'un service ainsi que sur le lancement d'un nouveau produit ou service.A travers cette mission j'ai pu travailler avec différentes personnes dans le service marketing (chef de produit, chef de projet, responsable études...) et de ce fait apprendre et connaitre le vocabulaire et les techniques du marketing.

Région De Paris, France

− Vente de télécommunications− Analyse et bilan besoins clients− Fidélisation des clients− Gestion et traitement des réclamations

Région De Paris, France

Vendeur à l'espace France: - Vente de cartes, guides et livres. - Réapprovisionnement des stocks. - Fidélisation de la clientèle.Vendeur à l'espace photo/gps: - Vente de photographies aériennes - Utilisations de logiciels informatiques - Vente de GPS et Service Après Vente

Master'S Degree, Geomarketing, Mention Bien

Bachelor'S Degree, Marketing, Mention Bien

Dut Technique De Commercialisation