Responsible for leading a subset of after-sales activities by handling claims from High Value Clients (HVC) in accordance with the company's customer care policy.
Main contact for HVC and looks after customer correspondence regarding all matters related to the processing of claims.
I communicate all relevant commercial and/or legal information to various delegations and the sales departments concerned.
PASSENGER SERVICE AGENT
Air France/KLM
YUL Montreal
02.2020 - 08.2022
Responsible of check-in passengers with document verification and providing general flight information as requested.
Support the boarding and arrival operation.
CUSTOMER SERVICE REPRESENTATIVE
Laurentian Bank
Montreal
02.2020 - 08.2021
Responsible for assisting customers with their banking needs and managing a large amount of incoming phone calls and customer service inquiries, providing product/services information, answering questions, and resolving any emerging problems that our customer accounts might face with accuracy and efficiency.
PASSENGER SERVICE AGENT
Matrix Aviation
Los Angeles, California
03.2017 - 04.2019
Responsible for checking passengers and escorting first class passengers (LA PREMIERE) to the lounge and to the airplane (Concierge)
FRONT DESK CLERK
Holiday Inn Express
Los Angeles, California
11.2014 - 11.2015
Accommodate hotel by registering and assigning rooms to guests, issuing room keys, transmitting and receiving messages.
Keep records of occupied rooms and guests' accounts, making and confirming reservation and presenting statements to collect payments from departing guests.
At the end of the shift, I was responsible for the cash drawer.
Sales Agent
INTACT INSURANCE
Montreal, Canada
01.2013 - 05.2014
Calling random people to offer them home and auto insurance quotations.
Director Assistant
EMBA RENOV
Paris, France
01.2007 - 12.2012
Manage staff of 5 permanent employees and 20 seasonal workers
<ul><li>Duties: Supported local service dog organization, by providing customer service and intake for interested clients. Conducted individual and group training sessions for dogs of various breeds and temperaments. Assessed each dog's behavior and developed tailored training plans. Educated dog owners on effective training techniques, behavior management, and proper care. Monitored progress of dogs in training and adjusted methods as necessary. Collaborated with other staff members to ensure the well-being of all animals in care. Kept accurate records of training sessions, client feedback, and dog progress.</li><li>S: Joan Moss</li><li>P: 210-557-6891 May contact</li><li>20-30 hrs/w, Volunteer</li></ul> at Operation K9<ul><li>Duties: Supported local service dog organization, by providing customer service and intake for interested clients. Conducted individual and group training sessions for dogs of various breeds and temperaments. Assessed each dog's behavior and developed tailored training plans. Educated dog owners on effective training techniques, behavior management, and proper care. Monitored progress of dogs in training and adjusted methods as necessary. Collaborated with other staff members to ensure the well-being of all animals in care. Kept accurate records of training sessions, client feedback, and dog progress.</li><li>S: Joan Moss</li><li>P: 210-557-6891 May contact</li><li>20-30 hrs/w, Volunteer</li></ul> at Operation K9
<ul>
<li>Designed and led post-sale client experience strategy for AI-adoption SaaS firm, improving adoption for clients by 5x over industry benchmark and achieving 69% product-market fit (Sean Ellis test) in the US.</li>
<li>Spearheaded retention and expansion strategies through end-to-end user experience mapping and VOC insights, exceeding customer health score targets.</li>
<li>Partnered with Product, Sales, and Marketing teams to translate client experience designs and feedback into technical requirements.</li>
<li>Launched user and client experience enhancement initiatives that improved onboarding speed and reduced friction for enterprise clients.</li>
<li>Built client success frameworks and success plans focused on renewal, upsell, and customer advocacy.</li>
<li>Drove consensus on the customer experience vision across internal stakeholders through data reporting and live presentations.</li>
</ul> at Multiverse / AdoptionAI<ul>
<li>Designed and led post-sale client experience strategy for AI-adoption SaaS firm, improving adoption for clients by 5x over industry benchmark and achieving 69% product-market fit (Sean Ellis test) in the US.</li>
<li>Spearheaded retention and expansion strategies through end-to-end user experience mapping and VOC insights, exceeding customer health score targets.</li>
<li>Partnered with Product, Sales, and Marketing teams to translate client experience designs and feedback into technical requirements.</li>
<li>Launched user and client experience enhancement initiatives that improved onboarding speed and reduced friction for enterprise clients.</li>
<li>Built client success frameworks and success plans focused on renewal, upsell, and customer advocacy.</li>
<li>Drove consensus on the customer experience vision across internal stakeholders through data reporting and live presentations.</li>
</ul> at Multiverse / AdoptionAI