Steeven Drouet

• Managed customer experience across FLUBE region (France, Luxembourg, Belgium, Monaco) for a luxury automotive brand.
• Delivered exceptional after-sales support by maintaining regular contact with clients, ensuring their continued satisfaction with purchased products or services.
• Supported over 50 dealerships, resolving sales and aftersales escalations.
• Analyzed customer feedback to improve products and services, resulting in increased overall satisfaction levels.
• Developed and led a 3-week onboarding program with interactive training modules.
• Oversaw team KPIs:

- First Contact Resolution:

- Calls answered within 20s: 95%

- Knowledge & performance assessments: 95% average

- Led monthly team-building initiatives and SME knowledge-sharing sessions.

• Supported users across all service stages, acting as liaison between departments (recruitment, sales, payroll).
• Ensured seamless customer interactions and timely issue resolution.
• Escalated critical issues promptly to ensure rapid resolution for clients experiencing significant difficulties or potential business impact.
• Delivered professional phone and email support, maintaining a consistently positive tone throughout all communications.
• Worked closely with account managers in handling unique or sensitive client situations requiring personalized attention and care during problem-solving activities.

• Company Overview: SaaS/Tech
• Built customer journey and lifecycle processes from the ground up.
• Provided proactive support, reducing churn and increasing satisfaction.
• Designed and implemented retention and loyalty strategies.
• Assisted customers with onboarding and product setup to foster successful adoption and usage.
• Conducted regular account reviews to assess progress and strategize future growth opportunities for clients.
• Conducted post-implementation follow-ups to solicit valuable feedback from customers, enabling further enhancements in service quality.
• Oversaw team KPI's:

- Churn: less than 2% in year 2022

- More than 100 new customer's in 2022

- Sales revenue: +83% from 01/2022 to 01/2023