Laura O’reilly

Management, Animation: Recruitment and management of teams dedicated to optimizing customer experience and collection activities for payment solutions (BNPL). Identification of training needs, deployment of development programs. Daily animation and setting of regular objectives. Performance Monitoring: Definition and monitoring of KPIs to evaluate activity performance. In-depth analysis of indicators to identify levers for improvement. Development of dashboards and automated reports for management. Cross-functional project management: Implementation of omnichannel solutions for contact centers (phone, SMS, chat, social networks). Development and deployment of a CRM to centralize customer data. Collaboration with product, technical, and UX teams to optimize applications and improve user experience. Establishment of strategic partnerships with bailiff firms. Internal Processes, Operational Strategies, and Audits: Design and continuous improvement of internal processes. Implementation of collection strategies adapted to different types of debts. Conducting regular internal audits.

Management, Change Management: Contribution to organizational transformation. Facilitation of workshops to ensure collective buy-in, identify resistance, and collaboratively build innovative and adapted solutions. Personalized support to ensure a smooth transition to new operating methods. Management of External Service Providers and Workflow Management: Supervision of telephone production activity and coordination of workflows in a multi-site call center environment. Ensuring compliance with established processes, performance indicators, and operational excellence commitments. Training: Design and deployment of structured training programs. Facilitation of training sessions, assessment of learning. Development of interactive and engaging educational materials.

Partnership Development: Identify and prospect new partnerships in the optics and audiology sectors. Manage and foster relationships with major industry brands and suppliers. Market Analysis and Monitoring: Track recent market developments and oversee product catalog updates. Internal Coordination and Deployment: Ensure communication and training of internal teams to guarantee smooth integration into operations.