Monique SONGE

Within Orange France Head office, I am in charge of improving cutomers' experience with the collaboration of the Senior customer journey project manager. My objective is to define :
* How prospective and current customers use the various channels and touch points.
* How customers perceive the organisation at each touch point and how they would like the customer experience to be
* How departments and functions need to work together.
* The potential barriers and obstacles that customers encounter.
* How to use this knowledge to design an optimal experience that meets the expectations of major customer groups, achieves competitive advantage and supports attainment of desired customer management objectives such as retention, acquisition and penetration.

- To greet customers, advise and sell customers items on the Internet, Home and Mobile range.
- To understand customers' need and to convince with concrete solutions
- To guarantee a major turnover and the customers' satisfaction

- Directly in touch with customers and financial counselors to help them finding the best mortgage
- To gather all the documents required to set up a mortgage dossier. Once submitted making sure to follow it closely.
- Negotiation to banks but also insurers
- Invoicing to our customers
- I commit myself to providing all the required assistance to ensure everything goes smoothly as planned (stock control, furniture’s’ orders , making sure that computer hardware was functioning …)

- Involved in setting up a marketing plan (Market and competitors analysis, strategy’s development)
- B to B (canvass, mailing, emailing, retailers’ enlargement)
- Sales tools’ elaboration
- Bills and stocks handling
- Competition watch

- Greeting customers
- Order taking
- In charge of the till
- Restaurant’s organization