Lisette Reijners

Processes:

• Implementation of auto-reply to customers of whom we need more information
• Improvements of workflow of the agents
• Improvements in layout of CSCM/Oracle system
• Working with Stakeholders on improving the GCO Tableau Dashboards

Systems:

• Oracle RightNow (admin role)
• AgentWeb (user role)
• NICE (admin access)
• Knowledgebase Rollout (OKA)
• MyLexis / LexisNexis Account Center
• GCRM
• SalesForce
• all gNS products
• Microsoft Applications

Reporting:

• Creation in Oracle RightNow of reporting on Time to Response / Time to Closure

IVR:

• new flow diagrams for the Dutch, German and French phone lines
  

People Management:

• changed the team spirit into a possitive one
• growing the confidence of gNS Amsterdam in the Customer Support team
• hired new people
• completed PIP-process

• Developed customer success strategies to enhance client engagement and retention.
• Translate complicated customer requests in usable end products, eg graphical analyses,for media monitoring
• Conducted regular check-ins with clients to assess satisfaction and address concerns.
• Analyzed customer feedback to drive improvements in product offerings and support services.
• Collaborated with cross-functional teams to ensure seamless onboarding experiences for new clients.
• Driving cross-sell opportunities

• Ad Interim Account Management for the sectors Corporates, Media and Consultancy
• Training customers
• Generating up-sell and cross-sell
• Creating new prospects (cold calling)

• Trainings in legal and gNS LexisNexis products and services to accounts in Law Firms, Finance, Media, Corporates
• Dutch and English trainings in the Netherlands, Belgium and Luxembourg
• Permanent Education Program for (new) employees

• Workshops and seminars (searching for the Media Sector, searching for company information)
• Trainings to individuals as well as large groups

• Training in database from: LexisNexis, Genios and FT Profile
• Support
• Strategy of the Customer Support Department

• Redesign and promotion of the Documentation Center
• Policy
• Budget
• Purchasing Library Software
• Purchasing of commercial database FT Profile