Laurent LeSaff
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When we pay peanuts, we get monkeys.
France
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Customer Support Specialist5CANov 2019 - May 2020 (7 months)Creation of a process allowing to classify the different cases via the use of Q DIR software allowing to: -Find each case faster -Easily update the database of new cases listed and / or add new ones -Creation of a specific naming of messages for each case in order to easily use macros (Pro Keys). The implementation of this solution allowed me to increase the number of messages sent per hour from 6 to 10.6 -Rewrite of the standard messages of the main cases treated allowing a much better understanding of the customers and a CSAT which immediately went from the average of the company 3.8 / 5 to 4.7 / 5 and a record with 2 weeks with all the noted solved cases received the rating of 5/5 KPI's* EPPH : 10.6 / Company Average : 10.5 CSAT: 4.7- Quality Manager, Team Leader, Talent Acquisition Specialist, AffiliateNexxie GroupMar 2017 - Nov 2018 (1 year 9 months)Remote job VDESK (Nexxie Group) is an online #customersupport #serviceprovider a #LiveChatAgent Platform and an #Affiliate Platform for any company size or type of industry. The Group employs more than 400 people in 18 countries – 90% of whom are #remote workers. Firstly hired as a #CustomerSupport/ #LiveChatAgent, due to my personal investment & the quality of my work, I have been promoted #QualityManager after 3 months. One year later, France jumped in the ranking of the company from the 12th to the 4th place. •From March 2017 to June 2017 Customer Support / Live Chat Agent •From July 2017 to November 2018 Quality Manager France (including Walloons and Romands) in addition to my CS/LCA job •In August 2018, my manager informed me of the
- FVoice-Over Talent public Remote experienceFrelancerNov 2012 - Current (13 years 6 months)I modulate the tone of my voice to be: Promotional, Theatrical, cheerful, smooth, warm, reassuring and captivating. I record project for E-learning, IVR, CD-ROM, Audiobooks, Advertising... I took advantage of the confinement period to learn how to make professional quality recordings from my home, I studied each of the steps in depth. I learned how to make a soundproof DIY recording booth, the recording techniques, the type of equipment to use depending on the recording conditions as well as all the post-production work: Noise reduction, Normalization, Compression, Removal of parasitic noises such as clicks, Ess, Reverb, Plausible, but also EQ and sound dressing (adding music or sound effects). I am currently working on the creation of a
- ASubstitute Teacher / Private tutorAYC ThailandSep 2012 - Dec 2016 (4 years 4 months)Substitute English teacher for AYC (http://www.aycthailand.com/) all over Thailand, teaching students from 4 to 20 years old (Primary & secondary schools, technological colleges).
- MFounder and Team LeaderMatchy-MatchyAug 2012 - Aug 2022 (10 years 1 month)December 2018 - Present (3 years 9 months) Remote job Matchy-Matchy is not a Company... Matchy-Matchy is a Team... A Team of Freelancers with different Skills, Experiences, Backgrounds, Cultures.... But a common desire to develop different projects together, sharing tasks to grow faster but without the rules or pressure of a company driven by immediate results, associates only focused on the value of their shares etc. Matchy-Matchy has no headquarter, no Schedules, no fix working hours, no deadlines, no hierarchy because we are all remote workers living in different places in the world: Thailand, Bulgaria, France, Mexico, Singapore.... We all have different activities, but allocate time to work together on this project. Initially, the comp
- QBusiness Developper / Account ManagerQuazarComJun 2007 - Jun 2008 (1 year 1 month)Founder September 2010 - February 2016 (5 years 6 months) Bangkok Development of a personal business based on Multimedia Services & E commerce -Goods research and negotiation with the suppliers -Market analysis and Marketing mix -Photography : Art design, post production (the gimp, photoshop) -Creation of products description -Creation & Design of e-commerce Website : Kingeshop, Bigcartel, Bigcommerce, Open Cart, Magento, Prestashop, Wordpress -Online Marketing: Promotion in the Social Media (Facebook, twitter, instagram, Tumblr…); blogs (Blogspot, Overblog) -SEO, SEM analysis and Google Adword strategy, daily user of Google analytics & Google webmaster tools -Technological surveillance of google search engines Developer / Account &
- ICountry ManagerIndex Multimedia / SamclickOct 2006 - Mar 2007 (6 months)Paris Hi-Media is the European leader in monetization of the Internet audience : http://www.hi-media.com/?lang=en Productions: Panzani, Bledina, Coca-Cola, Colgate, Twix, Milka, Tuc, SFR, Danao, Brossard… Tags : #accountmanager; #businessdevelopper; #projectmanager; Index Multimedia / Samclick Country Manager October 2006 - March 2007 (6 months) Bangkok / Sydney Based in Bangkok (3 months), then Sydney (3 months) Samclick, a Mobile content provider and a subsidiary of Index Multimédia, has its head office in Bangkok and manages the group's activities in Thailand, Australia, South Africa, India and Indonesia. Mission preparing for the opening of a branch in Sydney, Australia, following a product and mobile service launch in April 2006. Marke
- IManager of the B-to-B "Sales & Promotion" Business UnitIndex MultimediaSep 2004 - Sep 2006 (2 years 1 month)Company specializing in the production of mobile phone products (logos, ringtones etc.) and the development and hosting of IVR, SMS, Web, WAP and I-Mode services. The B-to-B department is in charge of the design/production/monitoring of promotional operations for leading mass distribution brands. Commercial development: -Definition of the commercial strategy and price grid -Drafting of commercial proposals -Customer monitoring -Reporting, data analysis and assessments -Invoice monitoring Operational deployment: -Definition and monitoring of service developments -Management of external service providers -Operational monitoring Management -Recruitment, training and monitoring of project managers Productions: Pepsimusicplay, Pepsifoot
- Global Key Account ManagerAxialSep 2000 - Jul 2004 (3 years 11 months)Company specializing in the development and hosting of MultiMedia services (IVR, Minitel, SMS, Web) Commercial development: -Management of customer portfolios and incoming calls -Drafting of commercial proposals -Customer monitoring Operational deployment: -Definition and monitoring of service developments -Production of Story Boards for services -Operational monitoring -Training & Management of Project Managers Productions: Teletoon, Playjam TV, Voltage MFM, Harley Davidson, Guide du Routard, EADS, San Marco, etc.
- AAccount & Production ManagerACE StudioFeb 1999 - Aug 2000 (1 year 7 months)Recording studio specializing in IVR sound production Commercial and operational deployment -Drafting of estimates and commercial monitoring of customers -Studio schedule management -Supervision of voice casting sessions and selection of sound formats for services -Direction of actors Productions: TF1, M6, SFR, Hugo Boss, Barbie Club, etc.
- HProject ManagerHighCo GroupOct 1997 - Feb 1999 (1 year 5 months)Broadinteractive, Communication agency specializing in MultiMedia services (subsidiary of the High Co group) Operational deployment: -Drafting of IVR scripts -Monitoring of technological developments -Testing of applications -Customer monitoring -Working on the Sony Playsation, Virgin Interactive and Electronic Arts Hotline & Customer Support
Education
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- IBachelor of BusinessIDRAC Business SchoolJan 1988 - Jan 1991 (3 years 1 month)
- LBaccalauréat série B, EconomyLycée Alphonse DaudetJan 1987 - Jan 1988 (1 year 1 month)