Mes compétences :
SAV
Vente B2C
Gestion des réclamations
Gestion de projets
Relation client
Organisation
Gestion de l'expérience consommateur
Management
Gestion de la relation client
Entreprises
Wolters Kluwer France
- Directeur Service Clients
2014 - maintenantCustomer relations management including order to cash, CRM and back office projects, for content and software business units
Miele
- Directeur Relations Consommateurs
Le Blanc Mesnil Cedex2007 - 2014Strategic definition, operational implementation and management of consumer relations in a “premium” perspective (contact and complaint management). Actor in the development and management of direct sales.
Contribution as business expert to worldwide company harmonization topics:
• consumer experience management standards definition and local implementation
• customer related process harmonization
• customer relations local blueprint definition and implementation
• worldwide acquisition of call distribution system (multi-channel)
Netvalor
- Directeur de la relation clientèle
2004 - 2006Management and optimization of all customer related operations: call-center, back-office and granting of credit. Recruitment, management, HR, revenue improvement, performance improvement, cost monitoring, Implementation of reporting and workload/resource forecast.
