Freelancer profile translated to English.
Back to original languageAbout Myriam
Hello,
As a customer relationship management consultant, I help companies define their relational strategy and deploy customer relationship centers.
I have managed the following projects:
- Define the target organization of a multilingual customer service center as part of a company growth of over 70%
- Model retail and e-commerce customer journeys to optimize customer relationships across all touchpoints
- Analyze requests to define and deploy corrective actions on the customer journey and reduce the volume of requests to be processed
- Define the deployment of new media and/or tools: Salesforce, chat, social networks
- Manage customer service centers in France and internationally and manage multicultural teams
Would you like to review your relational strategy or optimize your customer relationship center?
Contact me so we can discuss your needs and objectives together!
French
Native or bilingual
English
Fluent
Can work on-site
Boulogne-Billancourt (up to 50km)
Experience
- L'OréalConsultantFASHION AND COSMETICSJanuary 2025 - Today (1 year and 5 months)Clichy, France- Audit/Diagnosis of the French customer service and recommendations: technical environment, organization and team sizing, training and quality, quantitative and qualitative data, SLA monitoring, contract review- Define and manage improvement and organization projects for the customer service department following the recommendations made during the diagnosis- Compile and analyze data from Care/Customer departments in Europe- Support the restructuring project of European customer service departments- Manage projects and support change management
- BelieveGlobal Customer Care DirectorENTERTAINMENT AND LEISURESeptember 2021 - April 2023 (1 year and 8 months)Paris, France
- Define the missions and organization of the global support service (20 countries), define and manage KPIs
- Manage the support service in line with the marketing strategies of each country and define contact channels (Whatsapp, Line, e-mail)
- Analyze customer journey pain points and recommend tool or procedure improvements to central teams (Supply chain, Finance)
- Manage the support service, ensuring service quality (53 people)
- LVMH Clients ServicesOperations Manager Customer ServiceE-COMMERCESeptember 2017 - January 2021 (3 years and 4 months)Paris, France
- Define and manage the launch of 2 shared and multilingual customer service centers (Europe & US): operational and technical environments, recruitment, onboarding and training, KPI definition (quantitative and qualitative)
- Manage the operations of 2 contact centers for a staff of 49 advisors in Paris and 15 in Miami
- Support the group's Maisons in modeling the 360 e-commerce and retail customer journey
- Ensure customer service quality in line with the expectations of the Maisons and luxury standards
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