Christelle Marine Mory

• Leading a team of 8 technicians based in France and Hungary to deliver IT support for 5,000+ end-users across EMEA and APAC. • Implemented and monitored SLA and KPI, consistently achieving 90%+ compliance and ensuring service excellence. • Prepare and deliver technical dashboards to senior stakeholders, tracking incident trends, SLA adherence, and improvement metrics. • Designed and delivered training programs for the support team, strengthening technical skills and improving first-call resolution rates. • Restructured workflows by introducing standardized processes, templates, and Lean Six Sigma practices, boosting team efficiency and driving a culture of continuous improvement.

• Built and led an international B2B customer service team of 12 representatives across Germany, Greece, and Switzerland, managing accounts and orders for 3,500+ SMBs across EMEA. • Reshored customer support operations from external providers, improving service quality, reducing escalations, and enhancing collaboration. • Partnered with sales, logistics, operations, and BPO teams to streamline order-to-cash workflows, reducing delays and strengthening efficiency. • Implemented KPI tracking and team performance reviews, aligning results with company growth objectives. • Systems enhancement: Overhaul of the phone call tool, introduction of new structures, and IVR implementation • Acted as hiring manager, recruiting, onboarding, and developing international team members.

• Co-founded and managed a sailing cruise company for over a decade, overseeing customer support, reservations, and online presence to attract and retain international clients. • Served as hostess/co-skipper during high season, ensuring exceptional client experience and operational safety onboard. Additionally, I worked as a self-employed digital project manager for various Swiss and French companies. • Website creation - WordPress certified • Content marketing - SEA certified • Email marketing: Design - Implementation with various SaaS - Data analysis

• Supervised 20-member multilingual team supporting Belgian, French, and Swiss markets. • Improved CSAT and NPS by introducing automation and workflow optimization. • Escalation manager for high-priority cases, ensuring fast and effective resolution. • Quality Analyst. • Responsible for online marketing content translations from English to French (newsletters, push notifications, ads).