Rigarda, Occitanie, France
Program Management and Change Management for Strategic Projects and Transformation initiatives.
Program Management and Change Management. Strategic Project and Transformation Initiatives on the newly built PS Transformation Team.
As an Operations Consultant, I provided guidance to a newly established support team and participated in a project to improve first-line support customer service: - I was part of the initial review of case management practices. - I conducted weekly reviews of the team members adhesion to process, identifying trends and providing solutions for improvement. - I provided insights to leadership to ensure customer service quality standards are met. - I helped identify team knowledge gaps and reinforce adhesion to process and best practices.
I joined the Front Door Team (Support Level 1) to handle internal and external tickets in French and English. Responsibilities included: - Triageing inbound phone calls and clients support tickets as well as internal requests, liaising with different teams internally. - Addressing concerns and questions for English and French speaking clients, troubleshooting and resolving issues, and providing guidance/ training on the Bazaarvoice suite of products. - Participating in process creation/correction when needed. - Training/mentoring new starters. - Worked with newly hired leadership to help with continuity of customer service quality and processes for the EMEA Front Door Team.
I worked in French, English and Spanish as a Training and Implementation Analyst. Responsibilities included: - Ownership of the client journey from onboarding to go-live (consultancy and project management). - Delivering group and individual software trainings to French, English and Spanish clients. - Technical implementation of all Siteminder cloud-based products : setting up the client's platform(s) working with the clients' business partners as well to connect to a third-party liaising with first or second-line support troubleshooting and problem-solving to ensure successful client roll-outs. - Mentoring new starters as a senior member of the team, and handling supervising tasks. Content and process improvement. Translations, internal training and workshops. - Involved in Beta testing : provide feedback to the product team, deliver training for the implementation team and create documentation on how to implement and train end-users, update internal documentation. - Side projects involving translations, delivering training and workshops for company members, updating training contents and guidelines and process updates. - Received employee of the month recognition twice.