cédric paule

responsable front office au sein du

About

Manager Customer Service chez Lloyd's Register Quality Assurance

Country

france

City

lyon

Industry

biotechnology

Skill

customer service, team management, project management, change management, performance reporting, call center development, call centers, service management, service client, customer strategy, customer relationship management, management tools implementation, english

Experience

responsable front office au sein du

customer service manager france

lloyd's register

2017-1 - 2017-8 · 8 mos

front office manager

charles river laboratories

2018-1 - Present · 8 yrs 9 mos

change management consultant

sanofi pasteur

2012-4 - 2012-10 · 7 mos

* Led change management for a clinical supply chain implementation * Communication * trainings * implementation plan * Processes and Standard Operating Procedures creation

operations and projects manager

acta assistance

2006-1 - 2011-9 · 5 yrs 9 mos

* Managed operationnel services (Multi channel * Incoming and outgoing calls * faxes * ERP) Set up operationnel projects (organized new implementations * quality control * farmework of phone tapping)

road-side assistance provider and medical repatriation coordinator

acta assistance

1999-6 - 2005-12 · 6 yrs 7 mos

* Provided the best road side assistance solutions (tow truck, hire car, taxi, train, hotel, ...) * Coordinated rapatriation of patients (communication between patient * hosptial * regulating doctor * Booked transport possibilities (wheelchair, stretchers, regular or medical ambulance plan, ...)

customer service and inbound administrator manager

ceva logistics

2013-10 - 2016-9 · 3 yrs

* Customers: Philips Consumer Lifestyle ; Gibson Life Entertainment * Customer Service management: * Manages 20 persons split into 2 sectors supported by 3 coordinators * Balances the needs and the means of the service * Builds the customer relationship strategy, in order to fit with the customers requirements * Presents the result during the steering comity * Customers main interlocutor: * Main contact for Philips and Gibson's Commercial Organizations (Fr, Ita, Spa) regarding the logisticpart * Raises the customers demand to the appropriate stakeholder ; and gives a global picture of the demands during the steering comity * Collects complaints from the supply chain and monitors their resolutions * Implement and share KPIs with the customers * Project Manager: * Leads internal projects (merging services ; communication improvement) * Develops Philips or Gibson's requests (implement new markets ; Service level setup)