HELENE FRACHET
Experienced Client Relations & Operations Specialist
Lattes, FR.About
Highly organized and proactive professional with over 25 years of experience in client relations, call center management, and administrative operations. Proven ability to adapt quickly to evolving situations, optimize performance, and drive tangible results by leveraging strong leadership, problem-solving, and communication skills to enhance client satisfaction and operational efficiency across diverse industries.
Work
Montpellier, Occitanie, France
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Summary
Supervised member relations and tele-advisor activities, ensuring operational efficiency and inter-departmental coordination within a mutual insurance company.
Highlights
Directed daily operations for the member relations center, overseeing tele-advisor performance and maintaining service continuity for a critical function.
Facilitated daily team meetings and managed agency/internet site operations, optimizing communication and workflow across multiple channels.
Streamlined inter-departmental email processing and tracked case files, enhancing cross-functional efficiency and response times.
Generated daily performance reports to inform strategic decision-making, contributing to improved operational oversight and service quality.
Montpellier, Occitanie, France
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Summary
Managed incoming client calls and provided legal information, ensuring efficient case follow-up and high client satisfaction.
Highlights
Handled a high volume of incoming client inquiries, providing accurate legal information and ensuring prompt resolution of issues.
Managed and tracked client case files, maintaining comprehensive documentation and ensuring meticulous follow-up.
Provided essential legal guidance to clients, enhancing their understanding and satisfaction with complex services.
Montpellier, Occitanie, France
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Summary
Led and supervised a call center team, managing operations, client communications, and staff performance for diverse professional clients including medical and legal sectors.
Highlights
Managed and supervised a team of tele-operators, fostering a high-performance environment and ensuring consistent service quality over 13 years.
Provided comprehensive telephone secretariat services for medical professionals, lawyers, and SMEs, handling sensitive communications and scheduling with precision.
Managed multiple client agendas, prioritizing appointments, and addressing urgent requests to ensure seamless scheduling and operational flow.
Coordinated recruitment planning and conducted statistical and qualitative monitoring of employee performance, contributing to talent development and operational efficiency.
Montpellier, Occitanie, France
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Summary
Managed the reception and processing of client correspondence, ensuring timely and accurate communication for a mutual insurance company.
Highlights
Efficiently managed incoming and outgoing client correspondence, ensuring accurate documentation and timely responses.
Processed a high volume of client mail, contributing to organized record-keeping and streamlined administrative workflows.
Montpellier, Occitanie, France
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Summary
Managed incoming calls, orders, and claims for contactology products across France and Spain, ensuring high client satisfaction for Bausch & Lomb.
Highlights
Handled incoming customer calls for contactology products, effectively resolving inquiries and maintaining high satisfaction levels for French and Spanish markets.
Processed customer orders and managed complaints, ensuring accurate and timely resolution for clients in France and Spain.
Utilized bilingual skills (French/Spanish) to serve a diverse client base, enhancing communication and service delivery.
Montpellier, Occitanie, France
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Summary
Managed comprehensive client relations for French and Spanish markets, overseeing inbound/outbound calls, order fulfillment, and quality assurance for Dell Computer.
Highlights
Managed high-volume inbound and outbound calls for French and Spanish clients, resolving complex issues and enhancing customer loyalty over 7 years.
Oversaw order tracking, reception, and dispute resolution, ensuring efficient logistics and customer satisfaction.
Contributed to quality service, transport, and stock management, optimizing operational efficiency across the supply chain.
Trained and onboarded new customer service representatives, enhancing team capabilities and ensuring consistent service standards.
Leveraged bilingual proficiency in French and Spanish to effectively serve a broad international customer base.
Montpellier, Occitanie, France
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Summary
Managed sales, customer service, and cash operations for the men's department, ensuring efficient transactions and inventory management at ZARA.
Highlights
Provided expert sales advice and managed customer transactions, consistently achieving sales targets and enhancing customer experience.
Oversaw cash handling and managed the men's sales department, ensuring accurate inventory and attractive merchandise presentation.
Maintained organized sales records and contributed to efficient store operations, supporting overall retail performance.
Education
Languages
French
Spanish
English
Skills
Soft Skills
Adaptability, Autonomy, Rigor, Proactiveness, Perseverance, Teamwork, Problem-Solving, Communication, Client Relations, Leadership, Organizational Skills, Time Management, Prioritization.
Technical Skills
Doctolib, I.agenda, Maiia, Salesforce, Chargebee, Stripe, Slack, Microsoft Teams, Isicom, PowerBI, Microsoft Excel, Microsoft Outlook, Kélio, Mutcible, CRM Software, Call Center Management Systems, Data Analysis.
Interests
Creative Hobbies
Interior Design, Crafts.
Sports & Fitness
Fitness, RPM, Dance.
Culinary Arts
Cooking.
Travel
Voyages.