Analyzing data customer satisfaction, complaints, service quality… to ensure
accuracy, identifying data anomalies and determining sources of these
Identifying KPI/PBI trends and working closely with Team managers and Technical
mentors to put in place the appropriate actions to improve or to maintain the
Organizing and leading weekly internal and external meetings to keep everyone
updated on project status.
Overseeing production, hiring and training while ensuring compliance with budget,
service quality and client requirement.
Preparing financial analysis and reporting Forecast, bill to pay, run rate...
December One year : Customer Experience & Process Manager Campaigns :
HP, Microsoft, Orange, AMEX
Managing the site’s quality monitoring team Quality Monitors
Leading quality & organizational audits on a regular basis following the standard
Create an on site total quality management process and a plan for a sustain
improvement affecting the production functions as well as the support functions
and ensuring compliance with quality assurance procedures.
Assisting the operations manager in overseeing overall service quality.
Identify and develop opportunities that can lead to improve customer satisfaction
based on the analysis and the interpretation of the data collected during the whole
customer experience life cycle surveys, complaints, feedbacks from the web...
Implement a new quality monitoring process aligned with the new campaigns and
the clients SOW Statements Of Work
April One year and months : Process & Procedures Specialist Campaign: HP
Technical Support Team & Entry Team – Media : Phone, email et CHAT
Developing and implementing operating process and procedures designed to
eliminate operating problems and improve Service quality.
Advanced process & procedure documentation as a wok flows created with MS Visio
and uploaded under HP SharePoint.
Working in close collaboration with HP on the new projects implementation and
Participating to the global process & procedure meetings on HP site Netherland
Leading internal process & procedure meetings with the operations managers.