Tess Benoist

I started my freelancing activity while on sabbatical with the aim of accompanying entrepreneurs scaling their business.

Services I have been providing so far:

— Consulting on strategy (pricing, promotion, marketing, commercial offer, customer experience, process improvement …)

— Training (2-day trainings to 20+ clients groups)

— Certification of training programs (for funding & accreditations)

— Copywriting (Newsletters, Sales Pages)

— Data analysis

— Customer support

— Webinar moderation

— Chatbot implementation on Website

— Gamification of training courses.

Lead, recruit & develop Customer Experience Team (25 FTEs – 5 Direct reports) responsible for Customer Service (Invoicing, Disputes, Tenders, Administrative Sales Support, …) & Order Management (Order Taking, Stock Visibility, Transport Communication) processes. Create 1-year-plan & department vision. Target setting, Coaching and quality monitoring of team performance to ensure expected SLA's and KPI's delivery. Multi Stakeholder coordination across different time zones (India Global Capability Center, Czech Republic Zone Capability Center, France Business Unit). Monthly status progress reporting to Zone VPs & Country Directors. Implemented, Measured & Increased customer satisfaction (NPS+CSAT) while optimizing processes' efficiency. Digitally onboarded customers on E-commerce platform (70% in 1 year).

Offshoring project of customer support teams – Customer Service & Order Management processes (25 FTEs) – from France to the Czech Republic. Recruitment of new team : 100+ interviews to recruit 25 new team members. Preparation of Transition Materials (Handover Plans, Communication Plans, Training Schedules, …). Daily steering and follow-up of remotely done transition (COVID-19 impact). GO-LIVE preparation & Sign-Off (contingency plans, assessment of new team). Recommendations for optimization and transformation of transitioned processes.