Caroline Hebert

LAUNCH OF:
- NEW PRODUCTS
- FIDELITY PRODUCTS
- PROMOTIONS ON EXISTING PRODUCTS

Internal launches or launch with sponsors
- Coordinate the launch of the product with internal teams and external sponsors by managing critical paths and ensuring dates are met in the project:
- Definition of the product characteristics
- Creation and implementation of the marketing materials
- Creation of training supports for Customer Service to ensure a high level of customer satisfaction
- Gather data about key competitors, monitor consumer trends and the evolution of regulations in the financial services sector

PRODUCT MANAGEMENT
- Study the impacts of changes in the products
- Coordinate the changes with internal teams and sponsors
- Production of detailed product, sponsor and campaign results reports

COMMUNICATION MANAGEMENT
- Provide superior service to internal and external (sponsor) audiences
- Organization of follow up meetings (Weekly/Monthly)

AUDIT ON PROCESSES
- Audit the existing processes
- Define and validate the processes improvement
- Implement improvements in the departments impacted

CUSTOMER COMPLAINS MANAGEMENT
- Investigate & process customer escalated complaints in a timely fashion, coordinating between internal departments and external vendors as necessary

CALL CENTER MANAGEMENT
- Script building
- Participate in analysis of campaign results and provide reports to manager. Visit the call center on a regular basis, meet with the program manager, recommend and require actions / solutions to ensure the campaign success
- Conduct weekly monitoring/calibration sessions and sales/call audits to ensure qualitative & sales expectations are met.

LANGUAGES AND COMPUTER SKILLS
- Fluent in French and English, both written and spoken
- Microsoft Word, Excel and Power Point

Sector: Marketing and Advertisement

June 2006 - November 2007

Manulife Financial the fifth largest life insurance company in the world, with a market capitalization of Cdn$61.6 billion (US$61.8 billion). My department is dedicated to launch insurance products for Financial Institutions through direct response methods.

Launch and management of insurance products :
- Launch of Term Life Insurance products (700 000 customers/$1.6 million of premiums)
- Management of the Telemarketing programs of Hospitalization products (900 000 customers/year, $5.5 millions of premiums/year)
Coordination of the changes that need to be implemented on the existing products:
- Implementation of the changes required by our sponsors through the year
- Implementation of the changes for 37 Life & Accidental Death policies

Sector: Insurance

April 2004 - October 2005

SFR is a Telecom company and the leading private Mobile Operator in France (8.6 millions of Euros of revenues)
Responsible for the launch of new products and services :
- Visio 3G, SFR Messenger, promotions on text messaging and MMS
- New fidelity program (largest project of the year, 4.5 millions of customers impacted)

- Reengineering of all accidents treatments processes to optimize procedures for final customers
Results: Turn around time before reengineering: 7 days; after: 4 days

Sector: Telecom Operators