Cécile Perez

Customer satisfaction management: Definition and monitoring of key performance indicators (KPIs) to assess satisfaction and implementation of corrective actions. Team management: Supervision of a team of 8 people (account managers, after-sales service, etc.) ensuring skills development and motivation. Digital transformation: Implementation of CRM tools and process automation to improve operational efficiency and customer knowledge. Interdepartmental collaboration: Close collaboration with marketing, sales, and product departments to align customer strategy with overall company objectives. Implementation of processes to effectively manage complaints and turn them into improvement opportunities. Coordination of customer support operations to ensure quick and efficient incident resolution. Supervision of the integration of new contact channels, including social media and instant messaging platforms. Implementation of continuous improvement processes to reduce request processing times. Training and development of the support team's skills. Implementation of customer onboarding to improve user experience and ensure loyalty. Gradual evolution towards a member relations center and supporting them in assistance and training for the best use of IT tools.

Provide Level 1 support to customers and offer information, guidance, and advice to develop customer loyalty. Perform service implementations and service requests according to the pre-defined onboarding. Train and manage program training courses (online training, screen sharing, and webinars). Collect and qualify incidents, perform diagnostics, and, if necessary, transfer the incident to the appropriate contact. Use of internal CRM to optimize customer follow-up. Sell additional services and offerings (upselling).

Definition of objectives to be achieved by setting qualitative and quantitative prerequisites to achieve customer satisfaction. Monitoring of team performance (KPIs) to evaluate various parameters.