About me

Proactive, customer-orientated on B2C solution. Coming from the automotive industry, I am looking for a new challenge in a new business segment. I am willing to relocate and settle down in a new city or abroad.

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Work history

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Claims and Customer Relationship ManagerCityscoot
Oct 2019Paris, FranceFull Time
Claims and Customer Relationship Manager Cityscoot, Paris Customer Relationship Team Management 12 collaborators in France (Paris) and 5 collaborators in Spain (Barcelona) Optimize Service Level based on KPIs to ensure service excellence Lead daily team organization (Task Prioritization, daily activity, planning & staffing) Build and empower trust relationships with customers Find solutions to problems ensuring maximum client satisfaction Resolve customer complaints quickly and efficiently in alignement with Cityscoot's global strategy Understand key customer individual needs and report accordingly Manage individual meetings to improve collaborator's engagement Claims Team Management ‐ 4 collaborators (France) Set up the process and manage insurance broker (LeasePlan), insurance company (Allianz) in timely and strategic claim handling Prepare and report on a regular basis to senior management regarding on claim issues and concerns Manage the costs and expenses associated with deductibles & self‐insurance Increase the efficiency / productivity of the Claim Team on a daily basis e.g lead weekly team meetings to solve problems, share solutions and ideas Negociate contract and costs with Dekra (car expertise company)
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Customer Service ManagerHiflow
Sep 2017 - Sep 2019Paris, FranceFull Time
Build the customer service and design Hiflow's customer global strategy Manage two online Hiflow platforms : transfer vehicle service and HiflowRent,Car Rental for 1€ Define and implement strategic KPIs for the department Manage a team of 4 collaborators Improve and provide insights on the customer experience with the Product team Commit in GDPR regulations to secure the client personal data Regulatory : collaborate with the lawyer's office on the client contract's

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Skills

• Zendesk
• Microsoft Office
• Management
• Team Building
• Team Collaboration
• Activity Organisation
• Human Behaviour
• Customer Care
• Customer Service
• Customer Relations
• Customer Management
• Customer Satisfaction
• Customer Analysis
• Direction