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Work History

Sep 2016Present

Head of Customer Services

Menlook Group
  • Management (18 FTEs including 2 Team Leaders) - Multicultural teams (FR, EN, GM, IT).
  • Outsourcing Management (German Market)
  • Operational Administration of CRM Tools - IVR 
  • Launch of the Customer Service on Facebook Messenger
  • Self-Service Development
  • Management and optimization of the budget allocated (500K € annual)
  • Lean Management - Deflection of the contact rate (-35% in 6 months)
  • Procedures & Tools Optmization - (+ 20 pts of gross productivity in 6 months)
  • Overhaul of the incentive model
  • Deployment of the post-contact satisfaction measurement strategy
  • Leader of the Customer Experience Comittee for the Group
  • 90% satisfied customers
May 2014Aug 2016

Chief Customer Officer

Lima Technology Inc.
  • Management / Recruitment (size of the team: 10 people)
  • Self-Service Development
  • Definition of the relational strategy
  • Purchasing and Configuring Customer Relationship Management Tools
  • Management and optimization of the allocated budget ($ 300K annually)
  • Outsourcing management
  • Monitoring / Analytics
  • Maintenance of the knowledge base, implementation and continuous improvement of processes
  • Quality / Training
  • Templates / FAQ
  • Logistics / Supply Chain Management
  • Project management
Dec 2013Apr 2014

Social Media Manager France

Meetic Group
  • Community Growth and Entertainment
  • Coordination of acquisition operations
  • Coordination and briefing of digital agencies
  • Digital communication
  • Competitive Intelligence
  • Identifying and activating key brand influencers / ambassadors
  • Brand Content
Jan 2013Nov 2013

Customer Service Officer

Meetic Group
  • Development of Social and Mobile Customer Relationship
  • Brand Ambassadors relationship strategy
  • Management of Facebook pages, Google +, Pinterest and Twitter accounts of the Brand.
  • E-Reputation & Customer Voice Newsletter.
Jun 2009Dec 2012

Customer Care Team Manager

Meetic Group
  • Recruitment, selection and integration of employees
  • Supervision and animation of a team (15-20 people) multicultural and multilingual (FR, IT, EN, GM)
  • Monitoring and quality measurement
  • Creating Templates / Site FAQs
  • Reporting and steering of the activity
  • Training and QoS monitoring for offshore service providers
  • Recommendations & improvement of internal processes and tools
  • HR management of the team (planning, absence, delays, annual assessments, interviews, ...)
Nov 2008May 2009

Customer Service Rep / Sales Administration Officer

Meetic Group

Customer service through emails, phone, mail
Site bug tracking
Business support (purchasing, retention, reimbursement control)
Check cashing, fraud management and multiple purchases adjustment
Content moderation (ads, photos, videos, ect.)
Chat moderation and complaints follow-up

May 2007Jun 2008

Teleactor / Team Leader Assistant

Phone City ERC

Inbound and outbound calls for key accounts customers (BNP Paribas, CNAV, Banking / Insurance Sector, Notarial and Legal Studies)
Telemarketing, appointments and data qualification
Active participation in the consolidation of statistics and operations results