Summary
Overview
Work History
Education
Skills
References
Affiliations
Languages
Timeline
Generic
RAPHAËL LÉVY

RAPHAËL LÉVY

BARCELONA

Summary

Customer service agent with expertise in complaint resolution and communication. Proven track record of enhancing customer satisfaction through teamwork and IT multitasking. Experienced in sales engineering within the medical device industry, driving sales and client engagement.

Overview

17
17
years of professional experience

Work History

Customer Service Agent & T2 Back up

CPM International / Withings
Barcelona
02.2021 - Current
  • Ensuring that customers receive exemplary customer service during all contact points with the company
  • Complaint resolution by email, phone, chat, and social media
  • Offering advice in a professional and efficient manner
  • Area of well-being and health : Working in compliance with high customer service and standards
  • Picky tasks as case management of medical devices
  • Optimize SLAs
  • High quality of Csat
  • Use of several CRM tools
  • Act as a relay between agents and technical experts
  • Approving or not the 'complicated' files before transmission to our developers

Professional Online Tournament Poker Player

Self-employed entrepreneur
Barcelona
01.2018 - 02.2021
  • Preparing and developing a complex system with appropriate software programs in order to interpret all the necessary statistics and probabilities
  • Installing and managing databases from end to end
  • Being self instructed and autodidacted
  • Team work from international group
  • Teaching courses to students in different languages

Sales Engineer - Medical Devices Department

SGS ICS
Paris
01.2014 - 01.2018
  • Company Overview: The world's leading inspection, verification, testing and certification company
  • Knowledge and dimensioning of audits on the following standards: ISO 13485 (UKAS & CMDCAS) - Directive 93/42/EE- ISO 9001 - ISO 14001 - OHSAS 18001
  • Management of internal relations with the British accredited affiliate SGS UK for the Medical Devices part
  • Management of a customer portfolio (VSE/SME and large accounts)
  • Consulting, sales, organization of QHSE training for companies with quality and human resources managers.
  • The world's leading inspection, verification, testing and certification company

B2B Sales Support - Regulatory Department

SGS ICS
Paris
01.2013 - 11.2013
  • Company Overview: The world's leading inspection, verification, testing and certification company
  • Sales certification for the use and sale of health related products with health professionals (communities-landscape-architects-large drug stores-etc.)
  • Sales certification for the use of refrigerants with garage and heating/refrigeration engineers and plumbers
  • The world's leading inspection, verification, testing and certification company

Quality Control & Logistics

AIGLE
Châtellerault
08.2011 - 08.2012
  • Inspection of production parts for non-compliance, sorting out.

Project Manager Deputy- Service Quality Audit & Mystery Shopping

QUALISENS
Paris
01.2011 - 07.2011
  • Design of surveys to address customer specifications, hiring and monitoring of pollsters, visitors management, collect and analysis of results and recommendations
  • Communication Project Manager (Design of commercial leaflets and management of a stand in the trade.

Marketing Analyst - Design & Direct Sale of High Quality Tools for Building Craftsmen

MACC
Leicester
01.2009 - 04.2009
  • Competition study and analysis
  • Product feasibility study (Professional needs specification: 100 craftsmen face to face inquiry)
  • Prototype customer validation of the prototype (with a sampling of 100 craftsmen)
  • Product technical & financial feasibility
  • Assignment totally in English: telephone appointments & face to face interviews - 150 miles around LEICESTER

Education

Master Degree - Marketing

IAE University of Poitiers
Poitiers, FRANCE
Poitiers, FRANCE

BSc - Business Management

IAE University of Poitiers
Poitiers, FRANCE
Poitiers, FRANCE

Degree - Business & Marketing

IUT Châtellerault
Châtellerault, FRANCE
Châtellerault, FRANCE

Skills

  • Customer relations
  • Professionalism
  • It multitasks
  • Teamwork
  • Determination
  • Mastery of the Office Pack (PowerPoint, Word, Excel, and Access)
  • Statistical analysis software (SPSS, Ethnos, and Sphynx)

References

  • Camille Samora, Withings, Team Leader, Barcelona, SPAIN, +33 6 66 73 67 77
  • Mary SENIGOU, SGS, Team Leader, Paris, FRANCE, +33 6 82 47 79 57
  • Emmanuel DECHATRE, MACC, Marketing Director, Châtellerault, FRANCE, +33 6 80 37 81 35

Affiliations

  • Tennis - Tennis teacher - High level Medium/High competition level
  • Padel - Medium/High Level
  • Go-Kart Racing - Medium competition level
  • Poker - High level

Languages

French
First Language
English
Advanced (C1)
C1
Spanish
Advanced (C1)
C1
Italian
Intermediate (B1)
B1

Timeline

Customer Service Agent & T2 Back up

CPM International / Withings
02.2021 - Current

Professional Online Tournament Poker Player

Self-employed entrepreneur
01.2018 - 02.2021

Sales Engineer - Medical Devices Department

SGS ICS
01.2014 - 01.2018

B2B Sales Support - Regulatory Department

SGS ICS
01.2013 - 11.2013

Quality Control & Logistics

AIGLE
08.2011 - 08.2012

Project Manager Deputy- Service Quality Audit & Mystery Shopping

QUALISENS
01.2011 - 07.2011

Marketing Analyst - Design & Direct Sale of High Quality Tools for Building Craftsmen

MACC
01.2009 - 04.2009

Master Degree - Marketing

IAE University of Poitiers

BSc - Business Management

IAE University of Poitiers

Degree - Business & Marketing

IUT Châtellerault

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