Caroline Parent

Background

About Caroline Parent

Expertise 1 – Customer Relationship / Customer Experience - Multi/Cross-channel: customer journey optimization; seamless experience; digitalization (Smartphones, Tablets, Chat, Social networks); sales and after-sales process modeling- Analytics, BI: customer segmentation analysis; customer data management; target markets definition; dashboards- Customer satisfaction: response time improvement; customer satisfaction survey, NPS; « mystery customer» audit; retention; claim management; security and reliability of processing chains- Contact centres: business processes optimisation; organizational impacts; KPIs tracking and measuring. 2 - Organization - Business process re-engineering; productivity gains: Business Plan, ROI; operational efficiency- Dematerialization: « zero paper » solution. Electronic signature. Automatic Recognition and Reading Document. Financial gains, organizational impacts- Externalization, Outsourcing : call for tenders, contractualization, externalization monitoring- New products and offers deployment: product sheets; training plan; change. Change / HR - Work on social aspects in case of strategic projects dealing with outsourcing, entity merger, reorganization- Change management : methodology; detailled impacts analysis; change implementation -> Missions - Audit- Consulting- Organization strategy- Project management- Transverse management- Change management-> Technical topics - Oracle CRM on Demand, Siebel CRM - Relational databases - Information systems in telecom et bank domains-> Functional and business topics - Bank- Insurance- Credit- Telecom operators