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blueKiwi
- Customer Support Manager
Bezons
2013 - maintenant
BlueKiwi Software, an Atos company, is Europe’s leading SaaS provider of Enterprise Social Software
Lead a Support team in an efficient and profitable manner, with the goal to increase Customer satisfaction, loyalty and retention and to meet their expectations.
=> Day to day administration of all Customer tickets queues/views in order to ensure all tickets are followed up in a timely manner.
=> Produce standardised bugs reports, CSAT reports and Support team KPI reports that measure the effectiveness of the Support function.
=> Increase and maintain excellent scores in CSAT, First Reply Time, quality of problems qualification and internal processes adherence Metrics.
=> Identify process improvements / best practices within the Support team and document Support process flows.
=> Advocate for Customer issues & prioritise bugs fixes with R&D team within agile sprint development framework.
=> Participate in weekly support calls for our main Customers.
=> Provide Agent training, coaching and mentoring when appropriate.
& also:
=> Manage the Customer help center documentation & the inline help systems / walkthroughs on blueKiwi’s web product.
=> Manage the blueKiwi’s translation process and ensure all languages are updated and delivered in a timely fashion.
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BlueKiwi
- Support & Quality Consultant
Bezons
2011 - 2013
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PayPal
- Green Belt Process Analyst
Dublin
2009 - 2010
January 2009 – April 2010
PayPal (Ballycoolin Business Park, Blanchardstown, Dublin 15, Ireland).
PayPal, an eBay company, is the world leading way of payments online. www.paypal.com
As a member of the Quality & Process Improvement Team in the PayPal Operational Excellence department, I performed the following duties:
=> Process Audits:
Perform Process Audits across the PayPal Merchant services & Risk operations in order to identify best practises & to verify that the processes are performed as intended, in a consistent manner & with the best probability of meeting customers’ requirements.
=> Rootcause Analysis:
Conduct Rootcause Analysis using all available data from Process Audits, Quality Monitoring reports, Customer Intelligence from CSAT & Net-Promoter-Score surveys, Executive Escalations in order to identify opportunities for improvement in customer experience & efficiency gains.
=> Process Maintenance & Process Improvement Projects:
Create & update operation Process mappings. Drive Process Improvement initiatives following the DMAIC model & 6Sigma methodology. Create business case to prioritise product, process and policy improvements.
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PayPal
- Quality & Process Control Analyst
Dublin
2007 - 2009
May 2007 – January 2009 (1 year 9 months)
Responsible for all Departmental Control Self Assessment undertaken on PayPal Buyer complaint process & procedures:
=> Monthly Quality Assurance Review of UK, DE, FR, SP departmental output (case, email, call & service request) for content, adherence to policy and procedures.
=> Production of detailed and accurate reporting on Audit findings, problem definition, trends analysis, concise measurement, suggestions on improvements and control changes.
=> Liaising with the Product Specialists and Trainers to highlight trends and gaps and work together to implement improvements and mitigate ongoing control failures.
=> Detect, validate, standardise and promote Best practice. Establish new Standard Operating Procedure to ensure process operators complete task the same way to minimize errors and variation.
=> Organise regular calibration sessions with other Teammates to standardise the QA process and ensure that results are aligned to Customer Satisfaction CSAT & NPS survey targets.
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PayPal
- Risk Operations Senior Agent
Dublin
2005 - 2007
February 2005 – May 2007 (2 years 4 months)
. Risk Operations Senior Agent:
=> Responsible for a multicultural team of 10-12 agents regarding coaching, mentoring, escalations, product knowledge, schedule compliance and productivity,
=> Real-time monitoring of Buyer-Seller complaint queues, email volume and agent tasks schedule to ensure agreed Service Level achieved. Generate reports relating to Service Level metrics and ad hoc reports,
=> Supporting the management team in the implementation of strategy and new policies.
. Customer Protection Services Agent:
=> Mediating and helping customers to resolve complaints filed and covered through PayPal’s Buyer and Seller Protections Policies for the UK, German, French, Spanish and Italian markets in order to minimise losses for customers and PayPal.
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Oracle
- Telesales Specialist
Colombes
2004 - 2004
Oracle EMEA Ltd (East Point Business Park, Clontarf, Dublin 3, Ireland).
Oracle is a worldwide leader in software solutions. www.oracle.com
=> Handle customer inbound queries and make targeted outbound calls (80 calls/day) in order to meet quality lead qualification targets (uncover 2 Business opportunities/day);
=> Manage existing accounts: Use cross-selling and up-selling opportunities,
=> Analyse customer needs and propose appropriate solution on Oracle Technology and partner products to satisfy customer requirements;
=> Relay Oracle strategic and marketing message; Close low level deals.
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Arkhos
- Business Developer
2003 - 2003
Arkhos (Domaine du Petit Arbois BP 88, 13545 Aix en Provence, France). Arkhos is a consulting company specialised in open sources software and Linux environments.
=> Liaising with medium and large enterprises in the south east of France to gauge their IT requirements (open source software, LDAP directories, web services), Business development.
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Audi de México
- Marketing Assistant
2002 - 2002
(Audi de México, Division of VW Group, Km 116 Aut. Méx.-Pue., 72008 Puebla, México). www.audi.com.mx
=> Public Relations materials management and problem-solving in customers’ affairs with German and Mexican providers,
=> Design, development and implementation of the Audi Mexico Intranet,
=> Implementation of ISO Standard/recommendations on Audi Stationary items used in the HQ and the Audi Dealers,
=> Accounts payable, Invoice Management, Creation of purchase requisitions in SAP R/3 for the good and services department needs, Following up until closing/payment and archiving of purchase requisitions, purchase orders, invoices & bills;
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Press-4-Less
- Business Developer
2001 - 2001
(Dr. Meier & Schmidt GmbH, An der Enz 5, Niefern 75223, Germany): Press-4-less is a German B2C company selling newspapers & magazines through the Internet and offering vouchers & cashback to use in partner shops online.
=> Business Developer for the French market (research, contact and contracting partnerships with French shops on-line and publishing houses),
=> Adaptation of General Terms & Conditions of Press-4-less to the French market.
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IC-Routing Ltd
- Electronics Engineering Technician
1999 - 1999
(IC Routing Ltd, Newton Building, Burton Street, Nottingham, UK)
IC Routing Ltd is an innovative British company linked with the high speed processing group of the Nottingham Trent University.
=> Design & completion of a data transmission driver board between two microprocessors at a high data transfer rate and through a long length cable. This work has been used by IC Routing Ltd in the architecture of parallel systems and on the design of a low cost High Performance Multicast Switch Chip for Communication Networks.
