Christophe Coeckelbergh

I was responsible that all French Claims were handled within the contractual framework and company Service Level Agreement to ensure a best end customer experience. I trained the team to be multi-skills so each executive was able to handle all the different claims type. This resulted in a better control of claims volume, faster turn around times and increase of customer satisfaction. I managed the Complaint handling (including Regulatory, Ombudsman, Consumer Affairs and Court cases complaints)

I was responsible for managing all aspects of the inception of a contract through to end of lease: managing negotiations with customers on different options at the end of contract; coordinating entire process of acquiring credit, pricing or residual value approval; documenting and dispatching customer documentation. I provided reporting to the management, supervised all the mail communication with the customer and resolved any kind of queries.