Sandrine LE MÉE
Barcelona
Summary
Offering strong communication and problem-solving abilities, eager to learn and develop in customer service environment. Brings quick-learning mindset and adaptability to new systems and procedures, ensuring efficient customer support. Ready to use and develop interpersonal and technical skills in Customer Care Expert role.
Overview
14
14
years of professional experience
Work History
Call center support
Affinity petcare
01.2024 - 01.2025
- Managing the relationship with the external call center.
- Coordinating daily operations, Performance monitoring
- Agent training and development, Internal communication
- Process improvements.
- Knowledge: External relationship management.
- Operational data analysis.
Back office Agent, GDPR expert
H&M
01.2018 - 08.2023
- Assist first line agent on complex customer incident.
- Measure impact of new incident.
- Measure of the impact of payment issues.
- Report and escalation of measurable incident for fast resolution to our IT department.
- Logistic /Accounting /PayPal support.
- Knowledge: Fast reaction and adaptation to change.
- Team player.
First line Agent
H&M
01.2014 - 01.2018
- Resolution of customer issues by phone and e-mail
- Social media coordinator and key user on event team development.
- Integration of Communication Flow team.
Export manager
Papa Pique et Maman Coud
01.2011 - 01.2014
- Creation of Spanish filial.
- Store Manager: Opening of the first store in Spain to test the Spanish market.
- Sales management, Store manager ,accounting report ,HR management.
Education
Master - Digital Marketing and E-Commerce
EAE BCN
01.2014
Master - Audit and Management Control
ISC Paris
01.2009
Skills
- Collection and analysis of customer needs
- Report internal IT and helpdesk support
- Management and development of tests for new developments
- User training; formation of new back-office agents
- Change support/ Change management
- Accounting and payment specialist
- Incident reports / analysis on customer impact
- Sales/ Procurement/Logistics support
Languages
Speaks: French, Spanish, English, Catalan
Timeline
Call center support
Affinity petcare
01.2024 - 01.2025
Back office Agent, GDPR expert
H&M
01.2018 - 08.2023
First line Agent
H&M
01.2014 - 01.2018
Export manager
Papa Pique et Maman Coud
01.2011 - 01.2014
Master - Audit and Management Control
ISC Paris
Master - Digital Marketing and E-Commerce
EAE BCN
Experiences
- Hybris, SAP, E-commerce, BI, GDPR.
- Sectoral: Retail; Sustainable development; Finances; Logistics
- Solutions: Hybris, SAP, Salesforce CyberSource and Adyen user .
- Project management: Key user on SAP development