Marie Bassinah

Managed a portfolio of regional banks (CE IDF, CECAZ, CELC, CEBPL, CEN, BPSUD) in the TPE CB/Health and e-commerce solutions universe. Performed diagnostics for TPE and e-commerce solutions. Provided personalized advice to merchants/health professionals for selecting and implementing appropriate solutions. Full file monitoring: follow-ups, contractual management, administrative tasks, complaint handling. Compliance of customer contracts (FRV6 standard). Deployment and marketing of solutions (Merci Resto, CEBOOSTFID). Training of new employees. Tools: Salesforce, OSC, Universign, Monexpert.

Within the ESBanque department, I analyze user feedback and malfunctions to identify and resolve needs, prioritize actions, and contribute to the continuous improvement of tools. Onboarding and support of learners on various platforms (Campus, Teams, e-learning). Diagnosis and resolution of connection, registration, and resource access problems. Updating user data and administrative follow-up (Maestro). Processing and tracking tickets (Track-IT) in coordination with relevant teams.

Managed incoming calls and customer support (phone, email). Managed the card lifecycle: creation, closure, replacement. Authenticated issuers and registered requests in the CRM. Analyzed and processed customer requests. Tools: Melchior, Topase, Contact, SDO, Tweest, ACS, Cartes.