Work history
Global Customer Experience Analyst
Customer Experience Analyst in the B2B Global Customer Care unit:
• Customer Satisfaction survey management for corporate clients in up to 5 languages: questionnaire writing, fieldwork follow-up and result analysis including writing and presentation of result and trend reports for the commercial, service and top management teams
• Team training to introduce the Multinationals’ Customer Experience Programme, survey result and analysis of improvement areas; and to enhance the use of the CRM system (Salesforce) for daily tasks and reporting
• Project management for the development of new processes: analysis of teams’ needs, definition of new processes, writing of specifications for Salesforce or other platforms if needed, following up on their integration, development of best practices and KPIs to train teams to use the new processes, follow-up on their implementation progress and optimise them (Lean 6 Sigma Yellow Belt Certified)
Project Assistant
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Project Assistant for the Custom Challenge Program, participating in challenges addressing various issues from improving the UK rail customer experience to enhancing innovation in Robotics in the EU, or discovering rare genome features:
• Research and recommendations for the challenge development and jury selection
• Writing and editing of communications supports such as newsletters for solvers, website articles and press releases
• Social media management, including forum moderation, Twitter and Facebook account management and creation and management of a dedicated social network
• Event organisation, including event set up, editing communications supports and presence on the day
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Skills
- Marketing PR
- Business Development
- Client Services
- Market Research
- Marketing
- Marketing Strategy
- Problem Solving
- Project Management
- Social Media Marketing
- Communications
- Consumer Behavior
- Excel
- Office
- Powerpoint
- Word
Education
Marketing (brand Strategy Management, Consumer Behaviour, Post-:modern Marketing, Viral Marketing a
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Masters in Management, specialisation in Management of Media and Cultural Industries