Freelancer profile translated to English.

Description

With 10 years of experience in customer service and helpdesk activities, I am proficient in using Excel/Google Sheets, creating activity reports and dashboards, as well as writing procedures and other summary documents.

My achievements include creating and using tracking files, reporting, raw data processing, organizing and writing knowledge bases, etc.

The objective is to create clear and concise reports or documents to highlight essential data for the execution and monitoring of an activity, SLAs, or KPIs.

The help I can offer you:

> Creation of reporting files

> Taking over an existing file, redesigning or improving it

> Reprocessing of existing data

> Structured tables, pivot tables, and dynamic charts

> Task automation, data entry forms, VBA

> Synthetic dashboards (highlighting KPIs/SLAs)

> Formatting of synthetic documents (PowerPoint, PDF, etc.)

My accomplishments include activity flow management, resource planning, tracking production and SLA/KPI achievement, macro/micro activity analysis, stock management, etc.

Feel free to contact me!

Languages

French
Native or bilingual
English
Conversational

Workplace preferences

Remote only

Primarily works remotely

ESN (privé)
Operational Manager
DIGITAL AND IT
March 2021 - Today (5 years and 3 months)
Operational monitoring of activities, activity reporting and dashboards, preparation and facilitation of production committees
Close management, capacity planning and scheduling
Centre de contact (privé)
Team Manager
TELECOMMUNICATIONS
November 2017 - January 2020 (2 years and 2 months)
Team performance monitoring (quality/productivity), resource management according to workflows
Activity reporting, weekly summary, results analysis and action plan definition
Team management, support, coaching
Centre de contact (privé)
Quality Animator
TELECOMMUNICATIONS
March 2014 - November 2017 (3 years and 7 months)
Evaluation and analysis of produced quality
Center KPI reporting and monitoring
Creation of matrices and reporting files, summary and presentation of results
Support and coaching of employees (multi-activity)