cassandra chaluleau
French Account Manager
Strong communication
Caring
Customers focused
Creative
Results driven
30 years old
Driving License
Pont L'abbe (29120) France
Available soon
Available
After years in the Legal business and then Hospitality and Customer service, after travelling and living in several countries, I have now found what makes me want to work, improve everyday and exceed the expectations. I want to lead people, help them to improve and allow them to discover their own potential.
I have shown my abilities to make team and projects grow and have no intention to stop here.
Fully proficient with CS tools such as Salesforce and Zendesk, CRM tools and Microsoft Office 365 including Excel, Power BI and Dynamics.
Excellent understanding of CS metrics such as volume, backlog, AHT, FCRR, NPS ans CSAT, resolution time.
Also very comfortable with occupancy rate, productivity metrics and KPIs.
Trained in Sales, project management, team management, training, soft skills, communication and account/market management.
References:
On demand
I have shown my abilities to make team and projects grow and have no intention to stop here.
Fully proficient with CS tools such as Salesforce and Zendesk, CRM tools and Microsoft Office 365 including Excel, Power BI and Dynamics.
Excellent understanding of CS metrics such as volume, backlog, AHT, FCRR, NPS ans CSAT, resolution time.
Also very comfortable with occupancy rate, productivity metrics and KPIs.
Trained in Sales, project management, team management, training, soft skills, communication and account/market management.
References:
On demand
Client Success Manager
Web1on1
Since 2018
Amsterdam
Netherlands
- Projects management
- Developing customer relationships with Belgian, Luxembourgish, Swiss and French clients
- Managing team of French agents
- Head of training
- Monitor performance and KPIs of the French agents
- Keeping knowledge up-to-date
- Solving any technical or customer's related issue on chats
Team Manager and Coach
5CA
September 2017
to March 2018
- Manage and optimize the performance of the agents and coach them to make their potential grow
- Address and resolve any issues that get in the way of the agents and the projects
- Taking initiative to propose improvements in the workflow
- On-boarding new agents and create a company's culture
- Provide feedback and relevant information to the team
- Training on 5CA systems/tools, soft skills, and channel-specific skills
- Coordinate execution of project-specific training and coaching
Detailed Description
- I have started as an agent but I quickly grew and became the youngest Team Coach of the company.
Company Description
Outsource customer service in the gaming and new technologies industry in more than 20 languages.
Company website
Tech and order CS agent
5CA
February 2017
to September 2017
- First and direct contact with customers of a worldwide famous gaming company, Razer.
- Provided troubleshooting, answering customer's questions and solve their issues.
- Using on a daily basis soft skills, communication, empathy, pro activity and positivism in order to match the customers' and the client's requirements.
Account Manager for French and International market
G.E.T International
May 2016
to December 2016
Breda
Netherlands
- Customers and client relationship management
- International partners relationship management
- Development of marketing and sales Technics and strategies
- Presentation in Schools and Universities
- SEO/SEM marketing and web marketing, creation of a blog, community management, benchmarking, prospection
- Recruitment and training of a new employees
Detailed Description
- Working as a team with Clemence Pialat for French market (Stage Voyage)and then International market (Internship Provider), we found ways to reach more and more students each months through the website, social networks, schools and student associations. After convincing them, we managed their files until they went abroad and dealt with our partners around the world.
Company Description
International start-up providing internships, language courses and studies abroad
Company website
Head waitress and Kitchen assistant
Mad'eo!
September 2015
to December 2015
Paris
France
- Managing service and sales
- Community management
- Web and street communication
- Kitchen hand for help and Barrista
Detailed Description
- I served customers in a 35-seat room. I also did the dishes and sometimes prepared desserts. This job allowed me to learn how a small business works. I observed my boss meeting with suppliers and doing the books. As part of my law studies, I now lead negotiations with business contracts. I enjoyed communicating with and pleasing customers. I was also community manager with Facebook and Instagram.
Paralegal
Dezarnaulds Legal
February 2015
to May 2015
Sydney
Australia - New South Wales
- Redacting documents as contracts, wills, affidavits, invoices, etc
- Assisting in Court and with contract negotiations
- Meeting with clients and partners
- Contacting experts for cases and researches
- Writing correspondence both in English and French
Detailed Description
- Hired to complete my master degree after an internship with Mr. Camille Dezarnaulds
Company Description
Camille’s professional expertise covers a wide range of legal areas, including Property Law, Sales and Purchase of Real Estate and Businesses, Probate and Sucession Law, Wills and Legislature in the Supreme Court, District court and Local court jurisdictions in New South Wales and other states. Camille is also familiar with the French Ceirie and the French legal system generally.
Company website
Waitress and Barista
Una's
July 2015
to May 2016
- Service and bar
- Sales (Well named "extra sales princess")
- Managing conflicts that may happened with customers
Detailed Description
- A very professional but seeming to be friendly service and customers relation was required
- I improved my team spirit and organisational skills to be able to manage this really busy restaurant (around 70 seats with 3 rounds of service)
- I definitely managed to work under pressure without showing anything to customers
- Worked there twice, from July to September 2014 and they took me back from February to May 2015.
Company Description
Waitress in several restaurants, in Sydney and Paris
Hostesses team leader
Häagen-Dazs
May 2013
to February 2015
Paris
France
- Managing a team
- Welcoming customers from all around the world
- Settling conflicts with customers waiting for hours
- Managing seats and big groups
- Training summer new employees
- Taking part of recruiting process for summer team
Detailed Description
- I managed a team of hostesses, took care of hundreds of customers waiting in line and settled arguments between them. My team took care of everyone while helping waiters. I took a four-month break in 2014 to travel in Australia but the boss insisted me no to quit and offered me a 4 months leave without pay.
Company Description
Very famous ice cream brand all around the world. The Champs Elysees shop was the biggest in the world and the showcase of the brand
Company website
Intern with a solicitor
Dezarnaulds Legal
June 2014
to October 2014
- Paralegal work
Detailed Description
- Mr. Dezarnaulds then hied me for another four months to complete a semester of my Master courses.
Intern in a lawyer firm
Forget & Associes
July 2013
to August 2013
Internship
Paris
France
- Mostly observation
- Locating conflicts and inconsistencies in the police blotters.
- Criminal and commercial cases
