Pauline de Cagny
Chargée de Projets Relation Client
Direct Energie is a high potential company on the French energy market. I am consequently project executive on organizational and training missions at the customer relationship department.
Thanks to my sales skills on electricity market used at VBS and my previous experience at Canal+ Call Center, I am a strong auxiliary to this young business organization since 2007, the opening of the market. Currently I am Project Executive for the organization of the Contact Center of Direct Energie, working on reengineering training sessions, creating the learning path of the resources, and participating on processing and organizing new treatment of customer request.
Interested in energy market, marketing solutions and technical products, I am open to a change in career path.
169 contactsDirect Energie, French Private Power Company, Paris, France.
Project Executive for training and organisation (Oil & Energy industry)
- Engineering new training materials and career path for the call centre employees,
- Participate in processing and organise new treatment of customer requests,
- Development of customer loyalty threw inducement campaign,
- Training and following internal employee and outside contractor,
- Initiation of a new internal Call Centre,
- Participate in the CRM development and its testing,
- Participate in create a training programme for the Professional Customer Service.
2007 - 2009Channel Manager (Oil & Energy Industry)
I am in charge of sales development by monitoring a range of retailers by :
- Training Managers and Sales People on the energy market and company offers
- Following up sales development
- Report evolutions to sales management
- Report field and market trends to marketing department
2005 - 2007Field Manager at VBS AUSTRALIA
(Marketing and Advertising industry)
Field Manager of Door to Door Sales Representatives of energy offers
- Qualifies and assesses prospect at door, advise customer and make an offer, negotiate the sale
- Management of six to ten sales persons
- Records sales activity
- Bring improvement on personal and team results
2004 - 2004Retail Business Organization in Telecommunication Industry
July 2004 – November 2004
Product Assistant on mobile phones and telephony offers.
- Visit Partner and Suppliers to establish and act on buying and selling opportunities
- Arrange installation and testing of product and services
- Settle on the best mobile phones line
- Carry out competitors review, customer changing needs and supplier offers report
- Sales and activity report
- Organise challenge for sale representatives
2003 - 2003Project Manager at the Quality Information and Training Department of the Call Center of CANAL+ CANAL SATELLITE, a Pay-TV company
- Create and organise training sessions on a new application for employees (planning, testing and launching)
- Manage and motivate managing staff providing customer services
- Develop and review policies, programs and procedures concerning customer relations provided
- Plan functional evolution and maintenance of the Interactive Voice Response (IVR) working with Telecom Engineer for the maintenance and the creation of automatic process. Also I created messages and controlled the ergonomics and the application of CRM.
- Analyse and report of the activity