Celine Rix

responsable service client/ ass. vir - fr- es - en

En télétravail depuis Clermont-Ferrand

Tarif indicatif 150€ / jour
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Localisation: Clermont-Ferrand, France

Télétravail: Effectue ses missions majoritairement à distance

Durée de mission

≤ 1 semaine
≤ 1 mois
entre 1 et 3 mois
entre 3 et 6 mois
≥ 6 mois

Taille d'entreprise

1 personne
2 - 10 personnes
11 - 49 personnes
50 - 249 personnes
250 - 999 personnes

+2 autres

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FR: Je m'appelle Céline et je suis de nationalité française, bilingue en anglais et espagnol.
J'ai étudié Langues Étrangères Appliquées (avec traduction comme spécialité). Après obtention de mon diplôme, je suis partie vivre en Irlande, puis au Royaume-Uni et maintenant en Espagne.
J'ai plus de 10 ans d'expérience professionnelle pour des multinationales telles que Apple, HP, Dell, Aegon, Amazon.
J'ai commencé en tant que List Researcher / Data Entry, puis Customer Service / Business Development Representative / Market Researcher.
Ensuite, j'ai travaillé en tant que Coordinateur de Projet, Chef d'équipe, Responsable du Service Client et géré avec succès des équipes et des projets multilingues en anglais, français et espagnol.
Depuis 2019, je suis freelance et gère différents types de projets pour des e-commerces, start-up ou PME sur du court, moyen ou long terme.

EN: My name is Céline and I am French native, bilingual in English and Spanish.
I studied Modern Languages and Business (with Translation as part of the BA). Later I lived in Ireland, UK and now Spain.
I have over 10 years ´experience working for multinational such as Apple, HP, Dell, Aegon, Amazon. I started as List Researcher/Data Entry, then Customer Service/ Business Development representative / Market Researcher.
Then I worked as a Project Coordinator, Team Manager, Customer Service Manager and successfully managed multilingual teams and projects in English, French and Spanish.
Since 2019, I am a Freelancer and managed several types of projects for e-commerces, start-ups, SME on short, medium or long term.

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Freelance

Freelance - Business Development, Customer Service, Market Research, Community Management

Madrid Area, Spain

janvier 2019 - Aujourd'hui

I am a freelance virtual project manager, which means I will assist you remotely with your internal projects.
Some companies don't have the resources or time to handle some projects/ tasks, so we are here to help you succeed in doing so!
Please see below how I can assist you:
- either in Business Development (building a list of potential clients, prospecting, making appointments...)
- or in Customer Service (handling your customer service department via phone calls, emails, chats, doing call monitoring/ coaching...)
- or with Community Management (I will manage your blog, facebook or instagram page or several at the same time)
- or in Market Research ( I can conduct B2B or B2C interviews, in-depth analysis or desk research)
- or I Translation/ Proofreading/ Transcription

SELLBYTEL Group Spain

EMEA AND LATAM MRC TEAM MANAGER– Amazon Web Services (AWS)

Madrid, Madrid, Spain

janvier 2018 - janvier 2018

• Team lead of 12 EMEA Business Developers and 2 LATAM Business Developers (interviews, WFM, call monitoring, coaching and incentives plan)
• Collaborated effectively with stakeholders from Marketing and Sales departments from Amazon Web Services
• Created processes and procedures as well as documentation (Wiki) • Performed KPI analysis and reports, controlled and empowered sales rate, quality, and productivity metrics.

Prepaid Financial Services (PFS)

CUSTOMER SERVICE AND LOGISTICS MANAGER

London

septembre 2014 - décembre 2016

• Team lead of 25 multicultural CSRs and 2 team leaders (interviews, WFM, call monitoring): Inspired team performance daily by using proven behavioral-based coaching, motivation and management skills (over 90% CSAT)
• Management of new and existing clients in liaison with Account Management department (Client Services, Escalation and Complaints). Trained new clients and assisted the Sales Department during the sales pitch for new potential clients (in Spain)
• Managed stock and maximized card orders with the card vendor (Gemalto and Nitecrest) in order to get more profit
• Monitored actively systems (CRM, phone systems): creatively assisted the IT department to set up a new CRM and managed the new phone system set up with the phone provider Splicecom
• Prepared and improved performance reports. Recognized for improving processes, quality, productivity and staff retention

EIMS

BUSINESS DEVELOPMENT AGENT FOR DELL AND EMERSON

Barcelona Area, Spain

décembre 2012 - novembre 2013

• Focused on objectives and over-achievement (results over 200% of my target, excelled with Public Tenders)
• Identified prospective clients and recruited Channel Partners
• Ensured sales database was up to date and implemented sales and marketing strategies. (Training: Mastering Influence, Tony Robbins)
• Gave accurate and relevant feedback to Managers and Team leaders

Pharmaceutical Companies

FREELANCE SENIOR QUALITATIVE RESEARCH MODERATOR

Barcelona Area, Spain

février 2012 - juillet 2012

• Qualified physicians and specialists in France to participate in paid market research studies and interviewed them to gather their views about treatment for specific medical conditions (always reached the targets before deadline). Compiled analysis of final findings (French/ English)
• Conducted desk research and content analysis projects

SELLBYTEL Group

APPLECARE TEAM MANAGER

Barcelona Area, Spain

mars 2010 - février 2012

• Team lead of 20 advisors and a technical coach (interviews, WFM, disciplinary actions). Inspired team performance daily by using proven behavioral-based and technical coaching, motivation and management skills
• Creatively implemented incentives programs to motivate the teams (my team was over 90% CSAT and over 3% of sales targets for the warranty extension) • Performed KPI analysis and reports, liaising effectively with Managers and departments from AppleCare to improve continuously.
• Controlled and improved quality, response time and sales metrics

SELLBYTEL Group

HP TEAM LEADER - Aftersales Department

Barcelona Area, Spain

mars 2009 - mars 2010

• Participated in recruitment/interviews, conducted training, coaching. Performed call monitoring and 1-2-1 feedback session (team over the targets for CSAT)
• Performed KPI analysis and reports, collaborating effectively with Managers and departments from HP
• Supported customers by phone and email

SELLBYTEL Group

APPLE STORE ADVISOR - Aftersales/ Sales department

Barcelona Area, Spain

septembre 2008 - mars 2009

• Supported customers by phone and conducted sales for iPods/ accessories (over 90% for CSAT target and reaching sales targets)
• Liaised with Apple departments and external organizations such as carriers

All Global

PROJECT COORDINATOR

Long

janvier 2007 - novembre 2007

• Coordinated and managed interviewers’ communication and administration (attendance, payslip)
• Liaised with external organizations (moderators, translators, venues) and clients for F2F interviews
• Created and organized project scheduling, logistics and reports • Proofread analysis, reports and transcriptions
• Maintained up-to-date the databases, intranet and reports

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Celine Rix

responsable service client/ ass. vir - fr- es - en

Localisation et déplacement

Préférences

Vérifications

Langues

Catégories

Compétences (24)

Celine en quelques mots

Expériences

Freelance

SELLBYTEL Group Spain

Prepaid Financial Services (PFS)

Serco

EIMS

Pharmaceutical Companies

SELLBYTEL Group

SELLBYTEL Group

SELLBYTEL Group

Various

All Global

Incisive Media

Genesys Conferencing

Recommandations externes

Formations