Gaelle Jacquet

Beside my project manager activities, I am now in charge of the aftersales service of the company, managing a 8-person team.
My objective for this department is to use complaints answer as a level to improve customer loyalty : an efficient answer to a customer complaint can make him/her become far more loyal to a brand than a satisfied one

Under direct suprevision of the Strategy and Quality director of Karavel Promovacances, I am in charge of the following jobs :

- structure and follow the evolution of customer satisfaction indicators (opinions, complaints, ...)
- create and coordinate action plans to improve this satisfaction (product modification, financial compensation, developement of customer loyalty, ...)
- participate in some transverse projets of the company

- Project management: coordination of a deep business reorganization in Europe (methodology inputs, progress follow up, meeting organization, issues and risks)

- Change management: organisation and follow up of user support, training, communication to support system or business transformations

- Process design: Creation of a European Master Book of target business processes