Steph Thommen

Basic

Lead Consultant, Ikigai.co.com

Tunbridge Wells, United Kingdom

Skills

Customer Relationship Management (CRM)
Key Account Management
Customer Service
Customer Support
Customer Success
Strategy
Strategic Planning
Project management
Performance Management
Performance improvement
Team Management
Team leadership
Operations management
Coaching
Training & Coaching
Executive Coaching
Business Process Management
Process management
Process Engineering
Customer satisfaction
Customer Satisfaction Management
Technical support
MediaWiki
Mentoring
Customer Relations
Risk Management
Business Planning
Call Center
Call centre
Callcenter
Partner Management
Vendor Management
Consulting
Senior Consultant
Business Consulting
Management Consulting
Contract Management
Jobvite
Zendesk
Salesforce CRM
Distributed Teams
Remote Teams
Performance Analysis
Client Services
Professional services
Personal development
Training
Customer Retention
Community Management
Community Engagement
Communications
French Language
English Language
Spanish Language
SaaS
Software as a Service (SaaS)
Start-ups
Start-up Consulting
Startup company
E-Commerce
Leadership
Leadership development
Offshore outsourcing
Outsourcing Solutions

Timeline

Professional experience for Steph Thommen

  • Current 10 years and 1 month, since Oct 2011

    Lead Consultant

    Ikigai.co.com

    Delivering business transformation, change management and performance improvement for small and medium organisations.

  • 6 months, Aug 2016 - Jan 2017

    Head of Customer Operations

    Quiqup

    Supported the development of the customer operations team, implemented processes and control systems that prepared it for investment. • Improve motivation and reduce absenteism over 6 months, from 9.6% to 5.4% • Forecast and plan hiring to accomodate growth: balance process & tech improvement with hiring strategy • Staged recruitment dedicated team members: from 18 to 33 in 5 months • Balance full-time and part time staff use to meet the needs of a near 24/7 logistics operations

  • 8 months, Jun 2015 - Jan 2016

    Customer Care Manager

    Gousto

    Review, improve and scale customer service operations to accommodate 200% growth in 6 months * Team building: Coach and develop the customer care team to open communication and collaborative decision making * Process Improvements: +25% capacity to the customer care team in 6 months * Debt Project: Recovered, £30K in 3 months, determined and helped design technical bad debt solution * Retail operations: from purchasing to delivering

  • 7 months, Dec 2014 - Jun 2015

    Chief Customer Success

    Ordo

    Ordo is an early stage retail management start up, the scope of my responsibility varies: * Built the HR, customer relations and support functions * Design, document and deliver training * Technical and non technical recruitment * Gather customers' feedback to create Product road-map * Help project manage development team, prioritising features and releases * Consultative selling * Participate in investors events, growing interest in the offering

  • 5 months, Jan 2014 - May 2014

    Recruitment Consultant

    Genesys Telecommunications Laboratories GmbH

    - Build relationships across the organisation to support process and company’s strategic changes in talent acquisition. - Liaise, coach and provide feedback to hiring managers and HR partners to facilitate the recruitment effort - Create an engaging recruitment value proposition for passive candidates, shared best practices with HR partners - Source, evaluate and attracte compelling candidates & lead the recruitment effort for critical roles

  • 1 year and 2 months, Dec 2012 - Jan 2014

    Support Principal

    Yammer

    Build and develop a 2nd level technical team to support world-wide VIP clients Advise VIP clients on Yammer integration & deal with C-level escalations Monitor and review teams performance to improve overall service Become the voice of the customer within the Yammer engineering team while advocating agile methodologies to corporate clients Coordinate technical integration training for the world-wide support team, promoting knowledge sharing and collaboration across time zones

  • Lead Consultant

    Ikigai.co.com

Educational background for Steph Thommen

  • 3 years and 9 months, Oct 1994 - Jun 1998

    English Studies

    Université de Provence Aix-Marseille I

    English Language, Linguistics, Phonetics, Grammar, Literature, Civilisation,

Languages

  • French

    First language

  • English

    Fluent

  • Spanish

    Basic

Wants

Job opportunities
Contract Opportunities
Consulting Opportunities
Networking

Interests

Gaming
Craft activities
Fashion Design
Reading
Management 3.0: Self Management

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