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Network Power<100 people
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Customer Service
Geos
Work Background
RevolutQuality Analyst
Jan. 2024 - Jan. 2025Portugal• Conducting internal evaluation of the Support Frontline Teams work via established sampling process, structured review and immediate feedback. • Providing positive and constructive feedback to each agent, personalized based on each different chat and issue and outcome. • Collaborating with CXM (Customer Experience Manager) to identify process gaps and inefficiencies on the knowledge base articles. • Risk reporting : when Identifying issues and areas of non-compliance, raising risks requests.
RevolutProduct Expert
Mar. 2023 - Dec. 2023Portugal• Second line in support : providing guidance and support to the front line agents regarding Foreign exchanges, Crypto Currencies, Commodities and Trading matters. • Working closely with product teams to accelerate resolution and improvements. • Team work for consolidation of the communication regarding the regular stock market events.
RevolutCustomer Support Specialist
Jan. 2022 - Mar. 2023Portugal• Front line Agent on chat providing assistance and advices to customer regarding cards, trading, foreign exchanges, cryptocurrencies... • Dedicated to French customers users. • Continuous improvement of the customer experience. • Analyzing and reporting the users' feedbacks, contributing to collaborate with product owners for new products development. • Adressing queries and updates needs to the Customer Experience Manager in order to keep internal articles clear and up to date. • Buddy trainer : mentoring new joiners.
RichemontEvent Operations Specialist
Jan. 2018 - Mar. 2021Région de Genève, Suisse• Building dedicated Logistic Event Transport retro planning. • Sharing Gantt Chart with homologue Stakeholders. • Planning and scheduling the weekly various meetings and project coordination. • Implementation of logistics solutions. • Presentation of the Logistic Event Kick-Off to operational services. • Coordination with the SAP team regarding shipments limits, restrictions for specific products (Cites matter for alligators straps, coral...) • Post-event : monitoring, consolidating cost. Building post Logistic Event Report of KPIs. • Up to 8 travels per year in order to physically attend to the main Events (Shanghai, Beijing, Paris, London, Milano, Monaco, Seoul).
Malca-Amit Group of CompaniesExport Manager
Aug. 2013 - Dec. 2017Région de Genève, Suisse• Management of the daily shipping export activity, training of the team and new customers' advisors. • Weekly planning of the schedules for a team of 5 agents. Follow-up of timeliness and quality of advisers' responses. • Implementation of new procedures per destination. Creation of the new shipping routes by adjusting cost saving and on time transportation. Quarter rates negotiations with airlines (Swiss, Emirates, Air France- KLM, Lufthansa...) • Coordination with the accountancy department and human resources services. • Monitoring daily reporting of the activity, risk management report. Implementation of the insurance processes. • Development and implementation of the structure and tools for the Sales Customer Service: managing potential new customers in accordance with KYC rules, providing regular quotations. • Training of an advisor in this position. Support Inside sales. • International Fairs Transport Planification : logistic support and customs management in various international fairs : Basel, Hong Kong.
Managing customer service and special shipments : Vicenzza, Monaco. • Malca-Amit Paris interim management during one quarter.
Brink’sImport - Export Supervisor
Dec. 2008 - Sep. 2013Genève, Suisse• Import - export agent : issuing customs declaration, customer follow - up, providing quotations, billing. • Issuance of exports airwaybills, bookings with airline. • Planning of special operations: shipping to international fairs (Hong Kong show, Baselworld Fair...) • Supervision of import-export teams: follow-up of procedures and the development of customer relations, interventions in sensitive files. • Monthly tracking and reporting of invoices.
TNT SwissPost Deputy Back Office
Jul. 2006 - Aug. 2007Genève, Suisse• Dedicated consultant for the start-up of the new internal IT application. • New onboarded customers shipments tracking : providing personalised updates, advises. • Management and tracking of shipments for a dedicated portfolio of customers.
DHLTeam leader
Jan. 1999 - Jul. 2006Lyon, Auvergne-Rhône-Alpes, FranceTeam Leader back office (october 2004 to july 2006) : management – controlling • Management of the service in collaboration with the supervisor : building monthly schedules for a team of 18 agents, annual leave approbation, productivity KPI maintenance. • Control of the backline files : respect for the phone calls appointments, actions taken, resolution time. • Distribution of the workload : setting up rules for the automatic allocation of files. • Support and contribution of expertise to advisors : organization, time management. Replacement of the customer service trainer (August 2005) • Learning and best practices courses for the integration of six new customers' advisors. Customer service agent front-line and back-line (june 1999 to october 2004) : • Solutions and resolutions of various after-sales situations : qualitative monitoring of the file, daily feedback to the customer by phone, emails and requests to the transit HUBs and delivering stations. Worldwide communication with the DHL network. • Registration of customer requests : pick up, tracking, orders for supplies.
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