Emmanuelle Geffroy

Implementation of a new onboarding process for new business clients/Trials + implementation of Key Metrics Successfully increased Trial conversion by 10% YoY Work to identify and or develop upsell opportunities based on customer's feedbacks Deliver insightful trainings to ensure client engagement & product adoption Owned each customer's experience across the entire customer lifecycle, including onboarding, driving adoption, continual engagement, renewal, and expansion. Listened to client feedback to identify different market trends and help product management develop road maps that lead to success. Perform monthly/weekly account reviews to ensure clients are meeting goals Minimize customer churn Analysing data to increase client engagement and increase upsells

Management of a team of 6 Team members (Train, coach and motivate) Creation of a brochure for the Team members explaining the missions and Value of the Accor brand Supervise the operations of the front desk to ensure an optimal level of service and hospitality is provided to the guests Managing incoming phone calls and mail Resolve customer issues, complaints, problems in a quick, efficient manner to maintain a high level of customer satisfaction and quality service Motivate and develop Reception team to ensure smooth functioning of the department and promote teamwork Helps meet the department's quantitative and qualitative targets Secure sensitive data (guests information details)