Competences
Paris, 02/10/2005




Because any contact with the customer must? tre carrying an positive image for the fidéliser, the quality of the relation passes by the formation, the listening and the continuous follow-up of your collaborators.

I propose to put? your profit my seven years experiment within a center of calls, in which I do have turn? occupied turn functions of TV-actor, supervisor, in charge of recruitment detached with human resources, then formative these three derni? LMBO years.

Calls myst? recorded LMBO, débriefing individual, creation of sales leaflets, design of adapted modules of formation? are the problems of the mission, personalized follow-up, the assets of the setting in confidence of your teams, to deliver a clear and concise message and to contribute? the success of your company.

I am? your provision to study any dependent proposal? these fields and thanks you for granting a maintenance to me.

Experiment
DAVID BOURDEAUX
14 rue du Pl? tre, 75004 Paris.
Such: 06 62 09 92 42

· TRAINER (Multiple-line the Council)
* To that upstream of the formations, analyzes calls, in situ study.
* Design and animation of modules of formation
· Techniques of communication per telephone: “the greeting customer on the telephone and opposite? face” - “reception and the emission of call” - “the management of the complaints” - “the appointment management” - “to make a success of the maintenance of sale”. -. “The commercial rebound” - “To communicate the security instructions” - “recovery of credits”…
· Techniques of communication? writing: “the construction of sales leaflets” - “development of powerful mailing”
· Management: “to train and animate a team on the telephone” - “Teacher training”
· PRINCIPAL REFER:
· EDF (2003, 2004): Followed teams within the framework of the immersion in center of calls (to discover the practices of the tele advisers and the supervisors in center of calls)
· FRANCE TELECOM ORANGE MOBILES/(2001, 2002): Formation aupr? S of the advisers customer? of the department “development of consumer loyalty”, “not consulting” and “Gold” in reception of calls with “commercial rebound” on the site of Ivry, training of the teams of telesales operators of the site of Torcy.
· SHURGARD (2001, 2003): Audits, analyzes calls, débriefing individual on site, follow-up of the collaborators, initial training (integration), formation of improvement.
· NOOS (2003): Responsible for continuing education of the advisers customer? (speech + produced)
· CLUB INTERNET (2001): Responsible for continuing education of the advisers customer? (produced + emission and reception of calls)
* Other References: Monoprix - Arthur Andersen - Organon Laboratories - Schneider- Savings bank Upper Normandy - Axa France Insurance - Novartis - Unimie - CGE - CPR E*TRADE - FEDEX - - AFT IFTIM - TotalFinaElf - France Telecom (Lyon).
· FORMER PROFESSIONAL ACHIEVEMENTS:
* Experiment in telemarketing: Multiple-line the Council (depuis1997)
· TV adviser - TV salesman - TV actor (emission and reception of calls - 1997/1998)
* Management: (Multiple-line the Council - since 1998)
· Person in charge - supervisor of teams of tele actors (Emission/Reception of calls - 1998-2000)
· Responsible for recruitment (selection and formation) detached with human resources
· Follow-up/individual Coaching on site aupr? S of the teams in place
· Coaching follow-up and creation of sales leaflet for the commercial cell “signal Cal”
· Follow-up/Coaching and continuing education of the Standard the Multiple-line ones
· FORMATION
- Literary Vat A1 (1988)
- Dipl? me of Video assembler Cinema (CLCF/1988-1990))

Formations
Literary vat, Bts video-cinema

Practised languages
English

Availability
Immediate

Current remuneration
30.000€