About Clemence
"Le client est roi et ses retours sont un cadeau"
- 3 ans d'expérience dans la relation client
- Gagnante du Trophée Qualiweb (2022)
- Passionnée des sujets de relation client, d'expérience client et de qualité
Ce que je maitrise :
- Audit qualité et amélioration sur le contenu des actions et réponses du service client
- Comment humaniser et personnaliser un service client
- Setup initial et optimisation de Zendesk
- Création de macros
- Développement & implémentation d'innovation pour le service client
- Comment diminuer les points de frictions d'un service client
- Comment booster sa satisfaction client post-contact
- Lancement de campagnes NPS / Satisfaction
- Connaissance des KPIs Care (CSAT, NPS, One-Touch, Qualité, DMT)
French
Native or bilingual
Spanish
Fluent
English
Fluent
Can work on-site
Paris (up to 50km)
Experience
- JaphyCustomer Care Lead and Quality ManagerE-COMMERCEDecember 2020 - February 2022 (1 year and 3 months)Paris, FranceCustomer Care- Customer relationship management (phoning & mailing)- Development & implementation of marketing innovation for customer service (welcoming, loyalty, care)- Creation of customer service (processes, tools, actions) for the insurance partQuality- Decision tree creation for the care agents- Redefinition and improvement of internal tools- Quality audit on the actions and content of customer requests and answers🏆 Results 2022: 98% personal CSAT (Customer Satisfaction Score), +5 overall CSAT pointsWinner of Qualiweb trophy 2022 : Best customer service of the year in the e-commerce category, ahead of Amazon and Veepee (http://www.cocedal.fr/trophees-qualiweb/classements/top-50/)
- FELFELCustomer Happiness RepresentativeRESTAURANTS AND FOOD SERVICEJune 2019 - March 2021 (1 year and 9 months)Suisse, France- Onboarding of new FELFEL end-customers: Taking are of the entire badge setup process for new customers incl. management of data base- Event Management: Full responsability for events introducing the FELFEL fridge to up to 200 end-customers (on-site demonstration and banquet catering)- Customer-Relationship-Management: Full responsability for marketing events to reach new-end customers- Moment of Joy Campaigns: Organization of mini-tastings for customers on-site- Customer Tours: Customer relationship building, fridge inventory, onsite problem-solving- Customer Support: Online as well as telephone support for the end-Customers
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Education
- MSc International Master in Hospitality & Tourism ManagementESCP Business School Paris2019- Finance - Entrepreneurship - Tourism and global economy - Marketing - Destination Management - Sustainability for hospitaliy and tourism - International consultancy project - Food and beverages management - Events management - YIELD management - International consultancy project - International Seminar Cornell University
- Professional Development programCornell University2018- Hospitality Human Ressources Management - Hotel Revenue Management - Strategic Marketing - Strategic Innovation and Change Management