Manage a team of 4 people on digital customer service projects, deploying chat, web callback and email customer channels. ➡️ Multiplied project delivery rate by 6, in developing technical skills on SaaS solutions internally to get rid of Professional Services ➡️ Grew chat volumes by 4 and webcallback by 2 in 4 years, involving 1500+ agents on digital channels.
Design and implement Orange and Sosh contact pages as SaaS products.
Manage relation with providers: contract, negotiation, roadmap. Lead a large RFP at corporate level to replace and merge digital customer service solution.
Lead migration project of solution over 9 months: 1500+ agents impacted. Success.
