I bring a data-driven operational excellence expertise to the entire chain, from production to customer relations. The goal? To build the customer experience of tomorrow. I am known for my analytical mind, my ability to step back and my organizational skills.
Competencies: ▶ Management ▶ Operations (luxury and premium) ▶ Customer Relationship ▶ Operational Excellence ▶ Lean Office ▶ Lean Six Sigma ▶ Quality ▶ Data Analysis
Within the Customer Relations Department (Nantes, France and London, UK) :
Managing a team of 10 people (2 managers and 8 officers) based in France and UK
Leading the quality assessment process and training process (evaluation in 6 languages, trainings in French, English and German)
Leading the performance management of the aftersales and sales departments
-- KEY RESULTS-- : Quality assurance : +4% of the quality mark and - 29% of the variability; Performance : saved 14 FTE (by reducing non added value incoming contatcs (selfcare on website, FCR, killing root causes etc.) , increasing efficiency of representatives and changing organisation model)
