OpenClassrooms

SecNumAcademie (ANSSI)

Cours prives PIGIER - FRANCE

Document Control Coordinator

Skills: HTML · WordPress · Création de sites web

MDCréation

Conception de sites internet WordPress

Air Liquide Advanced Technologies

Assistante des Ventes

Assistante d'activités BU spatiale

Siemens T & D France

Assistante Projets France/Export

• Answer and process/troubleshoot customer calls related to DENTRIX or EASY DENTAL softwares
• Document all customer related conversations, steps, actions taken, results and resolutions obtained throughout each call
• Effectively educate customers on issue causes and provide information for preventing issue reoccurrence.
• Assist them in fully utilizing available features to improve office productivity
• Also assisting customers with Windows / Office issues

Henry Schein

Software support

• Scheduling staff for French Operations in order to have optimum coverage during opening hours.
• Planification of non-phone activities (trainings, breaks, meetings,…) so that service level is not negatively impacted.
• Monitoring intra-day activities in order to improve schedule efficiency.
• Interpreting data and identifying trends for the French Frontline Operations in the Contact Center
• Providing analysis and recommendations on daily activities and results to help achieving targets.
• Creating ad hoc management reports
• Management of holiday requests based on forecasted phone activity.
• Training team leaders on using Aspect Director and RTA (Real Time Adherence) softwares.
• Training support staff on using Empower (shift bidding/swapping, holiday requests) software.
• All forecasting, scheduling, planning and tracking activities were carried out in the Aspect eWorkForce Management software (eWFM).
• Proactively identifying call routing issues and implementing corrective actions.

XEROX (Europe) Ltd

Business planning analyst

•	The role of the Project Leader is to support the Internet Customer Support Manager for Europe with all activities related to internal and external deployment of the eService program.
•	Deployment of eService Knowledge Base / website.
•	Deployment of eService e-mail package (Kana Response)
•	Create and monitor Customer Focus Group to monitor the implementation of the eService solution.
•	Obtain / Manage all localised items for each European country
•	Provide metrics to Manager on regular basis and when needed
•	Create internal communication and monitor external communication
•	Promote the eService program to external and internal customers via presentations, roadshows, meetings or demos.
•	Back-up for the Internet Customer Support Manager

eService Project Leader

•	Fully responsible of the XE CSO web site: webmaster, administrator…
•	Participation in the migration of the European Customer Self Help web site to eService site and Knowledge Base (internal & external customers).
•	Management of the e-mail package Kana 7 in the WCE, CSC, SOHO,…
•	Localisation and creation of French translation guidelines
•	Monthly reporting on the activity of the Customer Self Help web site.
•	Benchmarking of other companies’ support web sites

Project Manager Assistant

•	Management of 13 Customer Service Representatives to help them achieving their targets, monitor performance against Service Levels, monitor agents' calls and provide feedback, salary reviews, monthly 1:1, disciplinary procedures, learning action plan,
•	Customer's escalation management
•	Recruitment of new hires, provide feedback to HR
•	Implementation of the "Lutin", which was web based document to keep all work processes up to date (on Adobe Acrobat)
•	Motivate and maintain good team morale within the market
•	Liaise with other Departments within the Company: e.g. Financial Services, HR, Field Organization
•	Deputy Group Manager

Team Leader - French Technical group

•	Handle French customers phone calls to provide an effective solution to technical difficulties with digital photocopiers, printers and fax machines
•	Involved in several project teams (web designer, e-mail response unit)
•	I spent 3 weeks in England for a workshop where I wrote some scripts about processes for a new service system (Clarify).
•	Team lead management assessor (internal audit ISO 9002 and Quality)
•	Deputy Team Leader

Myriam Demaine