Céline Rx

➡️Creating and developing my own company as a self-employed, dealing with Business Planning, Prospecting, Account Management, Public Administration, Invoicing and Finance. ➡️Supporting multiple projects on a short-term and long-term basis related to customer service, operations, market research and social media management ➡️Performing market research and analysis to provide clients with targeted business solutions that maximize ROI ➡️Identifying client’s workflow deficiencies to implement areas for improve that drive customer service success, resulting in business retainment and increase to customer satisfaction ➡️Long-term projects: -Head of Customer Service for Clever ecommerce (Digital Marketing), - Senior Customer Service Manager for Tailleurauto - Community Manager for Ssociologos - Customer Service Team Leader for Karma Yoga Shop - Multilingual Customer Service for Melio - Customer Service and Operations for MyWorkPlatform ➡️Short-term projects: - Market Researcher for Outman Consulting - Business Development for CreatikLab, Ausy, University day, Business Basecamp, Lumbara

➡️Team Management: Leading 12 EMEA and 2 LATAM Business Developers: recruitment, interviews, WFM, call monitoring, coaching and incentives plan ➡️Stakeholders Management: Partnering effectively with stakeholders from Marketing and Sales departments from Amazon Web Services ➡️Operation: Creating and developing processes, procedures as well as documentation (Wiki) ➡️Reporting and KPI: Creating, analyzing KPIs and reports, controlling and empowering sales rate, quality, and productivity metrics.

➡️Team Management: Leading 25 multilingual CSRs and 2 team leaders in London onsite and in Ireland remotely (interviews, WFM, call monitoring). ➡️Inspiring team performance daily by using proven behavioral-based coaching, motivation and management skills (over 90% CSAT) ➡️Year on Year improvement in employee retention and engagement scores. ➡️Account Management: Managing proactively new and existing B2B clients (Client Services, Escalation and Complaints). ➡️Onboarding new B2B clients in their offices and assisting the Sales Department during the sales pitch for new potential clients (in Spain) ➡️Optimization: successfully led organizational changes to build-up a high-performing team (processes, CRM, trainings). Creatively partnering with the IT department to set up a new CRM and with the phone provider to optimize the phone system. ➡️Reporting: Creating and implementing SLAs, KPIs and Call Monitoring reports. Recognized for improving processes, quality, productivity and staff retention

➡️Team Management: Team lead of 6 ES agents and 5 FR agents (WFM, call monitoring and coaching). Conducting weekly and monthly 1-to-1 Performance Review Meetings, Calibration Meetings and Coaching Plans ➡️Stakeholders Management: Collaborating effectively with other Departments (Complaints, Claims) and Departments from Aegon ➡️Reporting: Performed KPI analysis and reports, controlled and improved quality, productivity metrics and customer retention rate

➡️Generating new leads for Dell and recruited Channel Partners for Emerson ➡️Focused on objectives and over-achievement (results over 200% of my target, excelled with Public Tenders)

➡️Identifying, screening and interviewing GPs and specialists in France for qualitative medical studies (always reached the targets before deadline). Compiling analysis of final findings (French/ English) ➡️Conducting desk research and content analysis projects

➡️Temporary or Contractual employments as Receptionist and Market Researcher (Waltham Forest Learning Centre, iModal)

➡️Project Management: shaping, developing and monitoring the timeframe and resources for qualitative and quantitative pharmaceutical projects ➡️Team Management: acting as a trusted leader and main point of contact for the freelance market researchers ( project briefing, attendance, payslips, reports, KPI) ➡️Stakeholders Management: liaising with external organizations (clients, moderators, translators, venues for F2F interviews) to ensure final outcomes. ➡️Reporting: reviewing all analysis, reports and transcriptions prior to deliver it to the clients

➡️CRM: Maintaining customers databases up-to-date via calls and emails ➡️Customer Support for French customers

➡️Temporary or Contractual employments in Customer Service and Market Research ( Bar Chocolate, MCM Corporation, Genesys Conferencing, City Business Library)