Clémentine Gooris
Customer service Manager Southern Europe Pharma Bausch+Lomb Laboratoire Chauvin
Riche d'une expérience de plus de cinq ans en tant que Télévendeuse, j'ai acquis la maîtrise de l'ensemble des qualités requises pour le service au client et la vente par téléphone de produits complexes,
L'évolution de mon service m'a donné l'opportunité d'intégrer le poste de Responsable France puis Europe du Sud,
Mes quatres années de management m'ont permis de parfaire ma capacité d'écoute et de coaching,
Mon ambition et enthousiasme quotidien m'ont amenés à la mise en place de nombreux projets qui ont grandement améliorés l'activité, la productivité et la diversité du métier, ainsi que la réussite dans l'accompagnement du changement,
Mon goût certain pour le challenge et l'atteinte des objectifs s'illustrent aisément par les résultats obtenus,
63 contactsCustomer service Manager Southern Europe Pharma (Fce, Italie, Espagne, Portugal, Benelux), Bausch+Lomb Laboratoire Chauvin
2009 - 2011Since February. 2009 : Customer Service Manager EMEA South Pharma : 14 persons with a turnover of $200,000,000 including a telesales activity €5 049 434
Primary responsabilities :
* The turnover of the countries
* integration and reorganization of activities on Montpellier site : Spain,Portugal and Italy,
* Manage the day to day Customer Service operations within the region, dealing directly with our customers, providing support and an escalation route for my team,
* Develop and implement process and procedures to improve operational efficiency, working across all functions, from IT to Sales (including HR, Marketing, Finance & Professional Services),
* Understand Customer & regional commercial requirements and culture (strategy, structure, targets, operational standards, routines, processes, systems etc) so as to develop improvement opportunities.
* Management and development of the team, including annual reviews, training, coaching support and target setting. Support the recruitment and retention of a professional Customer Service Team.
2008 - 20097 persons / Telesales Turnover €3 388 923
Primary responsabilities :
* The turnover of the service,
* Organizational responsability customer focused,
* The team management : motivation,coaching and training,
2) Achievement : in 2008, 115 % of target
* Réorganization of the service with a Front Office part (télésales) and a Back Office one (returns),
* Improvement of the processes linked to the téléphonie system, each person can see who is online or not,
* Improvement of the marketing part, such as training,individual Coaching,and télésales adapted supports,
* The establishment of additional activities to increase the business like outbound call campain to targeting Médical contacts,sales reps replacement,prospection to gain new customers,
2007 - 20081) Primary responsabilities :
* The turnover of the service
* Day to day team Organisation,
2) Achievement : the management of the team
* Animation and motivation of the team,a past with relationship problems in the team,
* Weekly individual commercial coaching with improvement objectives,
2001 - 2006* Commercial négociation to increase sales and management of french pharmacists orders,
* Administrative management of customer accounts,
* Scientific advises on pharmaceutical products,
2000 - 2001* Sales of telephony products like mobile phone,
* fixed téléphone, mobile and internet subscriptions,
* Sales of customer services like the choice of “three prefered phone number” or “the local package”,
on which you could have reductions,
* Creation of free Internet Démonstration in the agency,
* Regular replacement during my studies on major holydays time, like telesales, claims management,