amélie guignier

Management, responsibilities, day to day dealings with customers and suppliers.

Helping eBay Top Customers by phone and email with their various queries around eBay; encourage best practice and direction on how to improve customers business performance. Constantly top performer of the French TCC team by exceeding target measured by quality (average of 8.1 score, target of 7.5), customer’s satisfaction (76% target of 69%) and average handling time (on target with 8min per call). Main point of contact for new hire and other internal departments. Supporting regularly the Case Management Team by answering partner escalations. Awarded Best Of the Best in 2014 for going above and beyond my role on a regular basis by supporting the company with additional activities. This is a top recognition award presented to eBay teammates globally to recognize the Best within eBay. Delivering co-training and huddles on eBay products. Part of a workstream regarding Personal Development Plan : advise eBay employees on how to achieve their next career goals by using an internal tool at its best.

Answer phone and email enquiries from eBay Top Traders promptly and professionally by being the Best. Helping the customer with his various queries around eBay. Promote & encourage best practice on eBay to customer and teammates. Provide direction to Top Sellers on how to improve their business performance on eBay. Link with other departments in order to give the best customer experience. Achieve Quality, Satisfaction & Metric driven Targets as set out by Supervisor. Played a key role on the launch of external partners in Morocco and Lisbon by going onsite supporting the nesting period by closing gaps of knowledge via walk-up questions; feedback trainers in order to improve next training and training materials. Member of the Advocacy Development group: Encouraged eBay employees to use developments tools available within eBay, organized the school open day in both eBay site and PayPal.

Answer contacts promptly and professionally. Log/Validate all contacts Call Handling Database. Resolve customer problems using the relevant tools and systems. Mentor: add values to new hire training by explaining how to behave at work and on the phone with the client, how to work a case, how to handle a call at its best, helping the new hires integrating the team and their future role as a customer agent.

Training period Doing workshop with transitional year students (between 20/25 students) regarding the CEDAW (Convention on the Elimination of Discrimination Against Women). Supporting the project's documentation process. Demonstrate ability to talk in front of a large group. Develop presentation skills.

Subjects: Project management, audit, diagnostic, humans resources, finance, accounting, law and communication