Pauline Fontaine

• Creation of training courses to equip customer-facing employees with the relational skills required to handle all situations with tact and professionalism. . Handling of customer complaints, including file analysis.

• Continuous monitoring of my department's effectiveness by collecting data and adopting an action plan to improve performance.

• Careful management of the customer service team, ensuring that each member feels valued and receives opportunities to improve their skills, thereby increasing staff satisfaction.

• Welcoming customers upon their arrival at the agency, conducting discovery interviews to identify their needs, gathering additional information to efficiently process their requests.

• Receiving telephone calls, ensuring quality reception and handling, processing requests by providing personalized and relevant answers. . Processing files in the management tool, gathering and verifying documents provided by customers, updating data.