Freelancer profile translated to English.

Description

After 20 years as a Customer Service Manager (Call Center, Support/Hotline teams, Customer Satisfaction measurement and management), I have been a Customer Satisfaction consultant since 2015.

This includes Customer Relations training as well as measurement projects (Satisfaction surveys), analysis and improvement of Customer Loyalty (NPS, Customer Effort): development of a Customer Culture, analysis of Customer Experience, etc.

Customer Satisfaction is the goal of all companies, in all fields of activity. I have had the opportunity to work with clients in both B2B (industry, software publishing, telephony, accounting expertise...) and B2C (restaurants, sports clubs...)

Languages

French
Native or bilingual
English
Fluent

Workplace preferences

Can work on-site

Aix-en-Provence (up to 50km), Avignon (up to 100km), Marseille (up to 100km), Toulon (up to 100km)

Stratsat
Director
CONSULTING AND AUDITS
October 2014 - Today (11 years and 8 months)
Aix-en-Provence, France
Customer Satisfaction and Loyalty support services to boost your revenue through 3 levers:
repeat purchases, every week/month/year depending on your business
cross-selling, i.e., selling much more widely within your catalog of products or services
recommendations, your loyal customers being your best salespeople

3 types of services to meet this Loyalty objective:
diagnosis of your Customer Culture through Satisfaction surveys: mapping your company, identifying your strengths to communicate about, identifying areas for improvement to boost customer experience
Customer Relations training in call centers, Technical Support, hotline: active listening, handling dissatisfied customers, best practices for communication by email, phone, or face-to-face
professionalization of after-sales activities for software publishers, both in human aspects (symmetry of attention, customer relations) and methodological (ISO9000) or tools (CRM / GRC) aspects http://www.stratsat.fr
PTC
Senior Director - Customer Service
SOFTWARE PUBLISHING
June 1994 - November 2013 (19 years and 5 months)
Aix-en-Provence
2006 - 2013
Director within the Premium Services organization:
definition and creation of new Support offerings (typically Account Manager) to reduce Customer Effort
management of Business Development in Europe and North America for strategic clients: 20% annual growth over the last 5 years
review of contracts and customer satisfaction, 95% renewal on average
1999 - 2005
Various management positions within Technical Support:
creation in Europe and Japan of a Support structure of about twenty Engineers for the Windchill product line
Management of a Support team of 100 Engineers in Europe (France, England, Germany) for the complete range of PTC products (Pro/ENGINEER, etc.)

1994 - 1998
Technical Support Engineer for Pro/ENGINEER and Pro/INTRALINK products
Hispano Suiza
Stress Engineer
January 1992 - January 1994 (2 years)
Le Havre, France
Stress calculations on Thrust Reversers (Rolls Royce aircraft engines)