Jean Bruno RENE
Provins
Summary
With over 20 years of experience at a senior level, I am a dedicated Customer Service Director specialising in organisational change and talent development. My career is marked by achievements in streamlining performance management and driving significant organisational changes. My approach is commercial-minded, always striving to align HR strategies with business objectives Seasoned Customer Service Department Head with background in fostering positive customer relationships and resolving complex issues. Skilled in leading teams, implementing customer service policies, and improving overall efficiency. Known for enhancing customer satisfaction levels and driving customer loyalty through effective problem-solving and communication skills. Made significant contributions to previous roles by streamlining processes, reducing response times, and promoting a culture of excellence among team members.
Overview
28
28
years of professional experience
Work History
HEAD OF CUSTOMER SERVICE
BERNER FRANCE
Saint Julien Du Sault
06.2018 - Current
- Overseen Customer Contact Points (Customer Service, Sales Administration, AfterSales Service, Technical Service, Inside Sales) with KPI monitoring
- Led cultural and digital transformation, integrating customer relations for an enhanced customer experience
- Set and enforced 'Customer Centricity' strategy, amplifying internal expertise and role significance
- Deployed and supported CRM system
- Optimized and harmonized operational processes
- Executed 'Omnichannel' roadmap, boosting revenue with 'Inside Sales' creation and field sales/inside sales synergy
- Directed 80-member Inside Sales team, establishing 'Team Selling' customer contact point
- Expanded and retained the Inside Sales customer portfolio
- Defined commercial strategies and marketing/prospecting action plans
- Monitored customer satisfaction KPIs and action plans
- Led strategic projects across tools, pricing, logistics, marketing, and operations
- Managed project portfolio and the 'Strategic Plan' roadmap
- Developed and implemented shipping cost strategy (Key Project 2022/2023)
- Optimized packaging and logistics delivery processes using LEAN methodology (Key Project 2022/2023)
- Engineered 360-degree CRM vision for Customer Service (Key Project 2022/2023)
- Transformed pricing and reimbursement policy (Key Project 2022/2023)
- Achieved NF 345 certification for complaint management
- Monitored customer service performance metrics and provided feedback to team members accordingly.
- Identified areas of improvement within the department and developed plans to address them.
- Collaborated with other departments to identify potential solutions for resolving customer issues quickly and efficiently.
- Created detailed reports on customer satisfaction levels and trends over time.
- Provided guidance, support, and direction to team members when needed.
- Maintained accurate records of all customer interactions in order to better understand their needs and preferences.
- Researched industry best practices in order to stay ahead of the competition.
- Established relationships with key stakeholders in order to ensure smooth communication between departments.
- Developed strategies for responding effectively to difficult customers while maintaining professionalism.
- Built strong relationships with external vendors in order to ensure seamless delivery of services.
- Explained benefits and advantages of different product and service offerings to customers.
HEAD OF CUSTOMER SUCCESS
CHRONOPOST INTERNATIONAL
Poitiers
01.2011 - 05.2018
- Contributed to the strategic development and implementation of HR and Customer Relations strategies
- Participated in defining strategic and social goals for the HR Department
- Managed cross-functional logistics and commercial projects for the Customer Relations Department
- Monitored and ensured service quality and compliance with customer commitments
- Tracked quality and productivity goals, managing site activity indicators
- Retained and supported strategic clients, representing Customer Service, analyzing customer needs, and proposing action plans
- Maintained a positive social climate across multiple sites
- Led meetings with Employee Representative Bodies (CHSCT, DP, etc.)
- Managed workplace quality of life projects
- Ensured adherence to company policies, social legislation, agreements, and internal regulations
- Developed and managed a remote sales force of 45 employees
- Created and developed client portfolios for contracts under €3500/month, including prospecting and acquisition
- Coordinated sales actions with field teams
- Negotiated and finalized sales contracts
- Led and managed sales, logistics, IT, and finance projects
- Analyzed indicators, ensured compliance with quality and performance standards, and developed action plans in collaboration with workshops and logistics departments in France
- Provided exceptional customer service to ensure customer satisfaction.
- Developed and implemented strategies for providing excellent customer service experience.
- Reviewed customer feedback and complaints to identify areas of improvement in customer service processes.
- Developed and implemented strategies for improving customer service operations.
- Conducted regular staff training sessions to ensure quality customer service standards were met.
- Monitored customer service performance metrics and provided feedback to team members accordingly.
- Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
- Contributed innovative ideas and solutions to enhance team performance and outcomes.
- Worked successfully with diverse group of coworkers to accomplish goals and address issues related to our products and services.
- Worked with cross-functional teams to achieve goals.
- Prioritized and organized tasks to efficiently accomplish service goals.
- Identified needs of customers promptly and efficiently.
- Collaborated closely with team members to achieve project objectives and meet deadlines.
- Assisted with customer requests and answered questions to improve satisfaction.
- Maintained updated knowledge through continuing education and advanced training.
- Provided excellent service and attention to customers when face-to-face or through phone conversations.
- Approached customers and engaged in conversation through use of effective interpersonal and people skills.
- Exceeded customer satisfaction by finding creative solutions to problems.
- Recognized by management for providing exceptional customer service.
- Utilized various software and tools to streamline processes and optimize performance.
- Conducted comprehensive research and data analysis to support strategic planning and informed decision-making.
- Managed inventory and supplies to ensure materials were available when needed.
CUSTOMER SATISFACTION MANAGER
CHRONOPOST INTERNATIONAL
Gentilly
04.2008 - 12.2010
- Developed and updated the Customer Satisfaction Charter
- Managed service quality and tracked customer complaints
- Created and monitored quality dashboards
- Conducted audits on processes and service delivery
- Represented Customer Service to consumer associations and La Poste group
- Organized and managed customer satisfaction surveys
- Analyzed results, communicated findings, and supported departments in implementing action plans
- Conducted customer satisfaction surveys to identify areas of improvement.
- Developed and implemented customer service policies and procedures.
- Resolved customer complaints in a timely manner.
- Provided feedback to management regarding customer issues.
RECRUITMENT MANAGER/EXTERNAL RELATIONS CALL CENTER
AIR FRANCE
Roissy Charles De Gaulle
02.2007 - 04.2008
- Identified client needs, crafted tailored proposals
- Conducted interviews, evaluated top recruitment prospects
- Trained, supervised field sales teams for performance
- Drove sales success through impactful personnel training
- Developed and implemented recruitment strategies to attract the best talent.
- Researched, identified and contacted potential candidates through various sources including job postings, social media and referrals.
OPERATIONS AND SUPERVISION MANAGER CALL CENTER/OPERATIONAL CUSTOMER SERVICE AND SALES MANAGER
AIR FRANCE
Roissy Charles de Gaulle
05.2003 - 04.2008
- Led a high-performing team of 60 salespeople and 5 team leaders
- Managed activity center operations while adhering to budget goals
- Promoted and enhanced customer service excellence
- Directed employee training and career development for skill enhancement
- Supported and facilitated change management initiatives
- Maintained and nurtured social partner relationships
- Monitored and ensured high sales quality standards
- Developed and implemented strategies to increase customer satisfaction and loyalty.
- Created monthly reports for senior management summarizing operational performance metrics.
- Coached, mentored and trained team members in order to improve their job performance.
- Established processes to ensure efficient workflow throughout the organization.
- Conducted regular meetings with staff to discuss progress and identify areas of improvement.
- Monitored budgets and expenditures to ensure cost-effectiveness while maintaining quality standards.
- Initiated new projects that resulted in increased productivity across all departments.
- Maintained up-to-date records of employee attendance, payroll information, vacation requests.
- Provided leadership during times of organizational change or crisis situations.
- Resolved conflicts between employees by providing guidance on company policies and procedures.
- Collaborated with other departments to ensure timely completion of projects within budget constraints.
- Ensured compliance with all applicable laws, regulations, industry standards.
- Developed annual goals for each department based on market trends and competitor analysis.
CUSTOMER SERVICE SUPERVISOR/LOCAL TRAINER CDG STATION
AIR FRANCE
Roissy Charles De Gaulle
02.2001 - 04.2003
- Delivered technical and relational support to commercial agents
- Spearheaded the internal 'employee support' site
- Validated and certified employees' knowledge and skills
- Boosted agent performance through technical and relational support
- Supervised and trained customer service staff to ensure excellent customer service delivery.
- Provided guidance and support to junior customer service representatives, including coaching and mentoring.
- Monitored customer service performance metrics, such as call response times, resolution rates, and customer satisfaction ratings.
TRAINER, CDG/ORY STATION SCHOOL
AIR FRANCE
Paris Airport
05.1998 - 02.2001
Chief purser
AIR FRANCE
Paris
01.1997 - 05.1998
Education
Higher National Diploma -
Formanov
Paris01.2019
Master of Business Administration -
University of Anchorage
Anchorage, Alaska01.1996
High school diploma -
East High School
Anchorage, AK01.1993
Skills
- Team Management
- Organisational Change
- Performance Management
- Talent Retention
- Customer Satisfaction
- Budgeting and finance
- Satisfaction monitoring
- Team training and development
- Sales growth initiatives
- Sales follow-up
- Customer queries
- Call center experience
Hobbies and Interests
- Coordinator Madagascar of tomorrow since Jan 1990
- Fight against poverty and provide humanitarian aid to help build schools
Languages
- French
- English
Personal Information
- Date of Birth: 11/01/74
- Nationality: French
- Marital Status: Married
Timeline
HEAD OF CUSTOMER SERVICE
BERNER FRANCE
06.2018 - Current
HEAD OF CUSTOMER SUCCESS
CHRONOPOST INTERNATIONAL
01.2011 - 05.2018
CUSTOMER SATISFACTION MANAGER
CHRONOPOST INTERNATIONAL
04.2008 - 12.2010
RECRUITMENT MANAGER/EXTERNAL RELATIONS CALL CENTER
AIR FRANCE
02.2007 - 04.2008
OPERATIONS AND SUPERVISION MANAGER CALL CENTER/OPERATIONAL CUSTOMER SERVICE AND SALES MANAGER
AIR FRANCE
05.2003 - 04.2008
CUSTOMER SERVICE SUPERVISOR/LOCAL TRAINER CDG STATION
AIR FRANCE
02.2001 - 04.2003
TRAINER, CDG/ORY STATION SCHOOL
AIR FRANCE
05.1998 - 02.2001
Chief purser
AIR FRANCE
01.1997 - 05.1998
Higher National Diploma -
Formanov
Master of Business Administration -
University of Anchorage
High school diploma -
East High School
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