Mes compétences :
SQL
PRINCE2
Web analytics
Reporting
Microsoft Excel
Entreprises
Amazon
- Business Analyst
Clichy2019 - maintenant
Amazon
- CSCAN Customer Advocacy Leader
Clichy2017 - 2018We're a company of pioneers. It's our job to make bold bets, and we get our energy from inventing on behalf of customers. Success is measured against the possible, not the probable. For today’s pioneers, that’s exactly why there’s no place on Earth they’d rather build than Amazon.
Amazon
- EU CS Workflow Analyst
Clichy2012 - 2017• Primary local administrator of the EU workflow tools including the ACD system.
• Build, coordinate, and accurately maintain CSA schedules, ensuring that shifts are optimally planned to meet the sites short term forecast requirements whilst taking into account the CSAs' preferences, working hours and vacation requests.
• Analyses 30 minute interval level schedules against workload requirements to identify the optimum times to plan CSA non-productive activity.
• Communicates daily with Real Time Analysts (RTA), Senior Workflow Analysts (SWFA) and Local Operations teams regarding schedules. This includes but is not limited to discussing scheduling shortages, shift changes, and soliciting overtime to fill scheduling shortfalls. Makes recommendations to change shifts to improve service levels.
• Monitoring actual staffing levels against plan, coordinating with the EU CS RTAs and SWFAs and taking the relevant corrective actions as required.
• Analysing and reporting on deviations to the short term plan for the assigned site.
• Tracks, monitors and analyses CSA adherence to assigned schedules.
• Coordinates with Team Managers and Leads to identify CSAs who are out of adherence, so that they may be returned to a productive state.
• Monitor adherence to AHT (Average Handling Time) and CSA productivity and escalate any areas for development or recognition.
• Specifically monitor adherence to Locked Contacts and Follow Up Email Queues
• Ensures the EU CS WF team service levels (EU WF inbox and tickets) are delivered.
• Leads regular local workflow meetings with Operations team.
• Communicates and interfaces with Operations and Support functions to provide internal customers with information/data needs in a timely manner.
• Evaluates and implements opportunities for improving workflow processes and automation of processes.
• Works in partnership with the EU and business wide Capacity Planning team to build strong relationships and drive process improvement and consistency.
Amazon
- Real Time Analyst
Clichy2011 - 2012Member of the European CS Capacity Planning team which is responsible for forecasting, operational head-count planning and tactical network capacity management of CS contacts, internally at EU CS contact centres and at outsourced support sites.
Amazon
- Customer Service Associate
Clichy2010 - 2011
Millipore, Cork
- Training in Logistic, receiving
2010 - 2010Reception and checking of the goods, stock delivery of the goods after quality control, stock checking. Use of software such as Oracle, Telnet Hermes, Microsoft Office.
Api restauration
- Professional training in quality department
Mons-en-Barœul2006 - 2006Achievement of Audits HACCP in 26 cantering and setting up of correctives actions.
Eurologistic
- Logistic technician
2006 - 2009Receiving and shipping goods on software, management of storage platform, prediction of shipment, billing of the goods, team management, and contact with providers & customers. 45, 000 packages/week sent to 35 supermarkets. Use of the software Gael & Microsoft Office.
Nestlé Lisieux
- Ferment production
2005 - 2005Fermenter conduct and microbiological output analysis
Product Technology center of Nestlé
- Professional training in microbiologic department
2005 - 2005Mission: Replacement of growth factor for a milk bacteria – Study of microbial growth on CINAC
