Christophe Joseph

  • Paris Area, France,
  • 0778250705
  • christophe.joseph7@gmail.com
Christophe Joseph

Chief Customer Officer

Work History

Work History
May 2014 - Present

Customer Service Director

Lima Technology Inc.

· Managing
Budget, Outsourcing, Quality, Training, Logistics, Projects, Tools
· Recruiting
and building Customer Service Team
· Created
Self-service, Knowledge base, Templates
· Defined
Relational Strategy
· Monitoring/Analyzing/Improving
SLA performance
· Implemented
and still improving Processes

Dec 2013 - Apr 2014

Social Media Manager

Meetic Group

· Managed
Social Media marketing campaigns
· Curated
relevant content to reach the company’s ideal customers.
· Created
curated, and managed all published content
· Monitored
listened and responded to users in a “Social” way while cultivating leads and sales.
Trends in Social Media tools, applications, channels, design and strategy.
Effective benchmarks (best practices) for measuring the impact of Social Media campaigns. Analyzed, reviewed, and reported on effectiveness of campaigns in an effort to maximize results.
· Conducted
online advocacy and opened stream for cross-promotions.
· Developed
and expanded community and/or blogger outreach efforts.
A strategy and implemented a proactive process for capturing customer online reviews. Monitored online ratings and responded accordingly.
· Oversaw
design
· Designed,
created and managed promotions and Social ad campaigns.
· Compiled
report for management showing results (ROI).
· Became
an advocate for the Company in Social Media spaces, engaging in dialogues and answering questions where appropriate.
· Mapped out
marketing strategy and then drove that strategy proven by testing and metrics.
· Identified
threats and opportunities in user generated content surrounding the business. Reported notable threats to appropriate management.
· Analyzed
campaigns and translated anecdotal or qualitative data into recommendations and plans for revising the Social Media campaigns.

Jan 2013 - Nov 2013

Customer Service Officer

Meetic Group

· Developed
Social & Mobile Customer Relationship
· Identified
new trends and suggested a deployment strategy
· Monitored
E-Reputation
· Created
‘Customer Voice’ (Corporate Newsletter)
· Tested
concepts, tools, processes
· Customer Care L@B

Jun 2009 - Dec 2012

Customer Care Team Manager

Meetic Group

· Accomplished customer service human resources objectives
by recruiting, selecting, orienting, training, assigning, scheduling, coaching, counseling, and disciplining employees, communicating job expectations, planning, monitoring, appraising, and reviewing job contributions; planning and reviewing compensation actions; enforcing policies and procedures.
· Achieved customer service objectives
by contributing customer service information and recommendations to strategic plans and reviews, preparing and completing action plans, implementing production, productivity, quality, and customer-service standards, resolving problems, completing audits, identifying customer service trends, determining system improvements, implementing change.
· Met customer service financial objectives
by forecasting requirements, preparing an annual budget, scheduling expenditures, analyzing variances, initiating corrective actions.
· Determined customer service requirements
by maintaining contact with customers, visiting operational environments, conducting surveys, forming focus group, benchmarking best practices, analyzing information and applications.
· Improved customer service quality results
by studying, evaluating, and re-designing processes, establishing and communicating service metrics, monitoring and analyzing results, implementing changes.
· Maximized customer operational performance
by providing help desk resources and technical advice, resolving problems, disseminating advisories, warnings, and new techniques, detecting and diagnosing network problems.
· Updated job knowledge
by participating in educational opportunities, reading professional publications, maintaining personal networks, participating in professional organizations.

Nov 2008 - May 2009

Customer Service Representative

Meetic Group
  • Attracted potential customers  by answering product and service questions, suggesting information about other products and services.
  • Opened customer accounts  by recording account information.
  • Maintained customer records  by updating account information.
  • Resolved product or service problems  by clarifying the customer's complaint, determining the cause of the problem, selecting and explaining the best solution to solve the problem, expediting correction or adjustment, following up to ensure resolution.
  • Recommended potential products or services  to management by collecting customer information and analyzing customer needs.
  • Prepared product or service reports  by collecting and analyzing customer information.

SKILLS

A concise list of some of the most valuable professional skills I possess. My tricks of the trade and what I can bring to the table.

  • Management (Team, Outsourcing, Offshore)
  • Recruiting
  • Training
  • Reporting and Analysis (Pack Office Expert Level)
  • Project Management
  • Customer Service Softwares
  • Quality Control
  • Customer Retention
  • Creative Writing
  • Network Monitoring Tools
  • Social Media and Digital Influence
  • Online Reputation
  • Web Analytics

Who am I?

I am currently overseeing Customer Support and Services, Customer Relations, Customer Service Agents, and Offshore Contact Center for Lima Technology Inc.

I began my career in Paris as a Customer Service Agent in 2007. I have held the position of Customer Service Manager at Meetic (Match Group). I worked in Customer Service and Marketing departments as Customer Service Officer and Social Media Manager in 2013. I took the opportunity to join Lima Technology Inc. as Customer Service Director in 2014.

What I have been working on?

- Provide a single vision across all methods of customer contact.

- Influence corporate activities of customer relations in the contact center, sales, marketing, user interface, finance, fulfillment and post-sale support.

- consistent customer experience across all methods of access (traditional agent, outsourced/offshored agent, email, traditional mail, social media, web chat, web collaboration, web co-browse, text, point of presence).

Interests

  • Volunteering
  • Geopolitics and History
  • Sport
  • Literature
  • Cinema