October 2022 to September 2024
I held a 24-month apprenticeship role focused on continuous improvement of customer processes. My role followed a Process Ownership approach, aimed at ensuring the quality, reliability, and coherence of all customer interactions.
I received, analyzed, and handled issues raised by business teams, assessed operational impacts, and proposed durable solutions adapted to field constraints and business objectives. I worked closely with different teams to streamline customer journeys and improve the effectiveness of existing mechanisms.
I updated, structured, and enriched knowledge base articles, ensuring clarity, compliance, and accessibility for operational teams. I also wrote and deployed detailed procedures for new tools and processes as well as for optimizing existing ones.
I autonomously tracked and analyzed KPIs related to about twenty marketing mechanisms, in collaboration with Intelcia, the customer relations vendor. This monitoring allowed me to evaluate performance, identify gaps, anticipate issues, and recommend concrete improvements to request handling and service quality.
Responsibilities:
- Process documentation
- Meeting facilitation
- Creating communication materials
- Designing reporting tables
- Digital transformation
Results:
I led cross-functional projects involving multiple teams from scoping to production. I designed, structured, and optimized customer-oriented business processes while managing internal and external communications related to these projects.
I performed in-depth diagnostics of customer journeys and operational practices to identify friction points, risks, and improvement areas. From these analyses, I created dashboards based on relevant KPIs to monitor performance, quality, and process compliance.
As part of optimizing SFR Business customer processes, I helped improve request handling, secure and verify confidential data, and prevent identity fraud. I contributed to structuring and delivering training for customer service agents to strengthen client protection and reliability of exchanges.
I produced communication materials for SFR Business and Intelcia employees to disseminate process changes, best practices, and operational instructions. These were deployed as clear, user-friendly articles in a centralized knowledge base (SFRnCo), facilitating adoption on the ground.
I also designed HTML/CSS mockups focused on user experience to continuously improve tools and interfaces used by customer service agents. These mockups aimed to simplify workflows, reduce errors, speed up handling, and ultimately improve operational performance and customer satisfaction.