Agathe Renard

lempire

👉 Interface between Customer Support and Product/Tech/Technical Support
- Build & maintain escalation process from Customer Support to Tech
- Act as an intermediate escalation level
- Provide expertise to the Customer Support team members when required
- Contributes to qualifying bugs and testing new features
- Working in squad with product for new feature releases

👉 Amplify the impact of the Customer Support team
- Support team coaching & enablement
- Contributes to maintaining internal trainings & product knowledge
- Prepare trainings and train the Customer Support team for launches
- Help Center improvement in collaboration with the team

👉 Foster Agencies success
- Responsible for the overall Agency Customer Experience & Satisfaction
- Contribute to feeding Product & Business with insight from Agencies to always improve their experience using lempire products

👉 Automation, bots and processes
- build automations to bring relief to the CS team
- introduce, monitor and train IA bots for chat support
-buold and maintain processes for cross-functional team work

Customer Operations

- Develop, monitor, and report on dashboard metrics
- Develop and maintain successful relationships with customers to ensure maximum customer retention and satisfaction
- Oversee customer onboarding, ensure a smooth transition of the customer to successful use of the product/service
- Monitor customer support tickets/issues and take appropriate action as needed
- Partner with products, sales, marketing and dev teams to enhance customer experience
- Implement new processes and policies to continuously improve customer success initiatives
- Develop custom training and education materials for new and existing users
- Gather and interpret user feedback
- Educate customers on best practices for product utilization
- Host webinars, support and educational calls for product success

International Customer Excellence Expert

BONAVERI France

Distributeur français exclusif de la Maison Italienne Bonaveri spécialisée dans la fabrication de mannequins de vitrines et bustes de présentation haut de gamme. 
Secteur Retail premium et Luxe, BtoB.
• Administration des ventes
• Suivi de projets spéciaux et/ou sur mesure (grands comptes)
• Suivi de la supply chain 
• Gestion de la relation client BtoB
• Participation à la mise en place d'actions commerciales et de communication
• Maîtrise de l'outil ERP et CRM Sage 
• Gestion logistique (transport internationnal, courriers, colis, coursiers)
• Gestion des emplois du temps, rendez-vous ainsi que de l'ensemble
du bureau et du showroom.
• Maîtrise des outils bureautiques et du Pack Office
• Planification et organisation événementielle.
• Création et gestion de contenus (blog, newsletter, réseaux sociaux)
• Aisance relationnelle
• Sens de l'organisation, réactivité, esprit pratique
• Sens du détail
• Esprit de synthèse
• Discrétion et confidentialité

Assistante commerciale et administrative

Phone Régie

Poste de réceptionniste itinérante pour différents sièges de grandes entreprises :
- Accueil
- Prise d'appels
- Réception du courrier
- Planification et organisation des salles de réunion
- Préparation des conférences et présence lors de ces dernières afin de veiller au bon déroulement des plannings (traiteurs, déjeuners,..)
- Commandes de coursiers et transporteurs express
- Assistanat haut de gamme des équipes de direction

Taplio

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