Thomas B. work email
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Thomas B. personal email
Thomas B. is a Head of Customer Experience at Amazon. He possess expertise in marketing, management, microsoft office, anglais, customer service and 16 more skills. He is proficient in Allemand and Anglais. Colleagues describe him as "Pendant ses 2 ans d'apprentissage en tant qu'assistant chef de produit expérience client, Thomas a fait preuve de curiosité, de créativité et de professionnalisme. Tout à fait à l'aise dans un environnement multi culturel, il était un collègue à part entière. Il a su mener et défendre les projets qui lui ont été confiés en toute autonomie. Doté d'un très bon relationnel et d'un fort esprit d'équipe, il est un véritable atout pour toute organisation. " and "Thomas is a marketing and customer care passionate, always looking for the best solution to fulfill customer needs and wishes. Dedicated person, used to work in an International environment, Thomas led marketing projects within the team with a constructive approach. I recommend him to all organization looking for talented marketing manager."
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Head Of Customer ExperienceAmazonParis, Fr
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Customer Experience & Voc ManagerAmazon Jun 2024 - PresentVille De Paris, Île-De-France, France
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Sr. Program Manager, Frbe Post Delivery ExperienceAmazon Aug 2021 - Jul 2024Paris, Île-De-France, FranceLeading 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.
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Customer Experience Project Manager - Booking & AirportTransavia Oct 2018 - Aug 2021Région De Paris, FranceManagement 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 -
Product Manager - InsuranceAmerican Express Apr 2016 - Sep 2018Région 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 -
Assistant Project Manager Customer ExperienceAir France Klm Sep 2013 - Nov 2015Paris / AmsterdamInvolvement 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 -
Chargé D’Etude Marketing JuniorFrench Mapping Agency (Institut Géographique National) Sep 2012 - Aug 2013Mise 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. -
Conseiller CommercialOrange Aug 2010 - Aug 2012Région De Paris, France− Vente de télécommunications− Analyse et bilan besoins clients− Fidélisation des clients− Gestion et traitement des réclamations -
Conseiller CommercialInstitut Géographique National Oct 2009 - Jun 2010Région De Paris, FranceVendeur 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
Thomas B. Skills
Thomas B. Education Details
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Mention Bien -
Mention Bien -
Dut Technique De Commercialisation
Frequently Asked Questions about Thomas B.
What company does Thomas B. work for?
Thomas B. works for Amazon
What is Thomas B.'s role at the current company?
Thomas B.'s current role is Head of Customer Experience.
What is Thomas B.'s email address?
Thomas B.'s email address is be****@****ange.fr
What schools did Thomas B. attend?
Thomas B. attended Iae Gustave Eiffel, Skema Business School, Université René Descartes (Paris V).
What are some of Thomas B.'s interests?
Thomas B. has interest in Football, Rugby, Musique, Oenologie, Nouvelles Technologies, Cuisine.
What skills is Thomas B. known for?
Thomas B. has skills like Marketing, Management, Microsoft Office, Anglais, Customer Service, Customer Satisfaction, Business Objects, Project Management, Vente, Service Client, Microsoft Excel, Marketing Communications.
Who are Thomas B.'s colleagues?
Thomas B.'s colleagues are Zeeshan Optics Muhammad, Sakshi Kakkar, Irfan Masood, Parth Bhoi, Shankar Marella, Thomas Render, Nani Reddy.
Not the Thomas B. you were looking for?
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Thomas Barras
France
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