Florian Vannier

I support companies in developing the skills of their managers and in the performance of their customer service.

My relationship with my clients is long-term, in line with the strategic objectives of the management.

Each intervention or training action is unique and based on a customer-centric strategy.

I support companies in choosing new customer relationship management solutions as well as in designing and implementing processes and operational dashboards to ensure the achievement of our common goals. (Zendesk, Iadvize...)

My mission is to support you in transforming the company culture towards a customer-oriented company, and to encourage and facilitate the pursuit of customer satisfaction.

I carry out transition management and change management missions to facilitate the evolution of your strategy and your new projects with your teams.

I help you to overhaul your management processes by integrating the customer and employee vision, while mobilizing your customer service to optimize its added value in the loyalty process.

I also support the implementation of quality systems and employee support based on the NF Service – Customer Relations standard (NF345).

I propose commercial development actions to improve the effectiveness of your sales force, in a approach of loyalty and additional sales.

Organize and manage the quality of customer service for the Argus group (transverse manager supporting Customer Relations and Sales Administration teams as well as B2BtoC teams for operational management of customer service activities across all communication channels).

Ensure a high level of service quality and customer satisfaction for the group (knowledge base, double listening, uniform processes, daily KPI management of teams, real-time organization based on call volumes, ticket prioritization, ticket backlog management).

Supervise customer file management and quality control (implementation of global and specific reporting, complaint and dispute management, satisfaction surveys and follow-up with detractors for sales and marketing).

Ensure the optimization of customer relations support tools: quality of interfaces and equipment (zendesk/salesforce/jira/zopim..., audio equipment, messaging, telephony planning…).

Manage SELSIA Customer Support (hierarchical manager of 4 referents, 9 SAV technicians & 2 installation technicians).

Manage the 3 service advisors (sales of listings, specific developments, training, ad gateways, software migrations, software option upselling, and customer calls for Argus events, appointment scheduling for sales representatives) in coordination with the sales department.

Reporting to the Operational Director, I am the interface between the production manager and the Customer Advisors in the call center in the field of mobile telephony.

Responsible for the operational management of my team across different areas: Technical Service, Complaints / Back Office, I ensure the achievement of internal objectives, both in terms of production indicators and qualitative indicators (NF Standard).

My role involves the following tasks:

- Identify any malfunction affecting the customer and facilitate their resolution

- Analyze and control customer contact flows (telephone, email, chat).

- Production planning

- Ensure compliance with procedures in line with customer expectations, and in compliance with NF standards.

- Develop action plans to ensure the skill development of my collaborators

- Ensure customer satisfaction through the processing and analysis of customer complaints.

- Regular reporting to my hierarchical manager