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Aurélie SALSARULO
9 allée des Vergers
78540 Vernouillet - France
 + 33 (0)6 32 58 01 01
 aurelie.salsarulo@gmail.com
23 years old - Driving licence
EDUCATION
2009 - 2011 ESM-A Management and Business School - Focus Area: business communication
2009 DUETI in International Business Administration and Management
2009 Bachelor of Arts in Business Management - Heriott Watt University, Scotland
Focus Area: marketing services
2008 University Technology Diploma in Sales and Marketing (DUT)
LANGUAGES I T S K I L L S
French
English
Mother tongue  Word, Excel, Access, PowerPoint, Publisher, Ethnos
Fluent (14 months in Scotland and Canada)  Photoshop, website creation with FrontPage (HTML code used)
TOEIC: 875 / 990  Keyboard blind typing skills
Spanish Basic skills
PROFESSIONAL EXPERIENCE
OCT. 2011
-
TO DATE
OCT.2009
–
SEPT. 2011
Customer Support & Community Leader - BEVYZ FRANCE, distribution of a multi-drink capsule system including
a water cooler (4 temperatures)
 Customer Services:
- Respond to client inquiries and answering customers emails by developing proactive relations
- Develop relationships with B2B customers and dealers
- Maximize service quality and secure customer loyalty
- Telemarketing: welcome new customers on the phone, opening their account, presenting Bevyz, proposing assistance,
taking orders
 Sales Admin. & Team support:
- Sales Admin.: sorting, processing, following up orders
- Assist the sales team in order to ensure a high satisfaction level of our customers
- Provide to the company the necessary support to facilitate the daily operations and office management
 CRM:
- Define the Customer Life Cycle management process and put in place suitable CRM initiative/tools
- Develop the key messages, scripts, content (guidelines, templates, checklists, standards, procedures) in partnership with
agencies
 Internet:
- Coordinate and lead the development of the "Digital Platform"
- Define the social media strategy and act as Bevyz Community Manager
- Participate in the definition of the objectives and specifications for the development of new and existing tools
 Communication/PR/Networking & Event:
- Provide marketing support in the opening of the French market
- Media relations, Community Management
- Develop and implement events for the market launch (trade show, PR events, ...)
Community Manager - P&G Alumni FRANCE, association for former executives from Procter & Gamble
 Management and follow-up of various internal projects in business communication
My results:
- Contribution to a business plan writing
- Management of website redesign (from specifications to dry run) with FAQ creation for members
- Management of members directory - editions of 2010 and 2011: co-writing pages of content other than alphabetical,
sponsors research, working with a graphic designer and a printer
- Creation of the quaterly newsletter (content writing, layout…), data update of 430 potential members
- Creation of a leaflet and a flyer « Les 10 bonnes raisons pour adhérer à P&G Alumni France » passed on P&G France
 Events management until 120 guests: round-table conference, cocktail, working group, soirée etc.
My results (taking care of every event from the beginning to the end):
- Place and caterer search
- In charge of the room set up, descriptive notices, checking technical material (sound, screen, microphone…)
- Management of guests and subscription and cancellations
- In charge of welcoming guests the D-Day
 Social Media animation (LinkedIn, Facebook, Viadeo, Twitter)
My results:
- Creation and management of a Facebook fan page, a Twitter account
- Management of 336 members on the LinkedIn group whose recruitment of 35 % of new ex-P&G who have resulted 12 new
membership to the association
- Management of 83 members from the hub on Viadeo whose recruitment of 28 % of new ex-P&G in the association
- Instants broadcasting of the information about the association, its members, its events, others news, etc.
 General administration
My results:
- « The guide of Community Manager of P&G Alumni France” writing (processes and procedures guide)
- Weekly update of website content and daily management of the members platform
- Daily management of the treasury (cash, check) and checking of the accounts with the treasurer and the accounting firm
- Taking care of legal and administrative steps and relations with many organizations (URSSAF, Pole Emploi Service,
Paris police headquarters, insurance, public accountant, etc.)
PLACEMENTS
APRIL
–
JUNE 2008
Assistant to the Financial and Communication Director - LA MAGNÉTOTHÈQUE
Production of French audio books for blind and sighted persons, Montréal (CANADA)
 Event management : Open day for partners, new task for the association
My results:
- Creation of specifications book, planning (GANTT’s diagram)
 To Facilitate the exchange and sharing between volunteers
My results:
- Blog launching : http://lamagnetotheque.blogsactifs.com
 To promote the association to potential partners and volunteers
My results:
- Creation of a leaflet
- Relationship with the press
- Phone calls to potential partners
JUNE 2007
(3 weeks)
Telemarketer - MÉTRO CASH & CARRY, self-service for wholesale purchase to BtoB
 Phone call to retailers to promote the loyalty card “Métro Reflex”
Objective: 180 succeeded calls (a call in which I could talk to the store manager)
My results:
- Creation of a sales pitch
- 811 succeeded calls and 43 appointments taken with a commercial (based on 195 prospects)
 Sales promotion: targeted products on at specifics points of sale
My results: creation of special offers poster for the products of the week
 Training and follow-up of 4 new telemarketers during 2 weeks
SUMMER JOBS
2007 and
2010
(5 months)
Junior client advisor - CAPSAUTO (Groupama’s subsidiary), company specialized in Accident Management
and in all solutions and mobility services related to the automotive market
 Management and distribution of the car accident notifications to garages
Objective: 40 notifications per day Average: 57 Achieve: 96
 To handle Incoming Calls policyholders and insurers
Average: 70 Achieve: 200
 Affiliation of a garage for an insured who is involved in a car accident
Objective: process the full request in less than 5 minutes
Average: 3,7 minutes
 Creation of an internal FAQ to better identify the purpose of the call and optimize the speed to answer
SOCIAL ACTIVITIES
Presence in several students forums to represent and
promote my management and business school
Trips Discovery of new cultures (England, Scotland,
Belgium, Canada, Italy)
Testimonials in front of students and parents about my
foreign experiences in French and English
Sport Dance, swimming
Leisure Cinema, reading, painting, brodery, creative
leisure activities

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Aurélie SALSARULO Resume - 23 years old French Customer Support Professional

  • 1. Aurélie SALSARULO 9 allée des Vergers 78540 Vernouillet - France  + 33 (0)6 32 58 01 01  aurelie.salsarulo@gmail.com 23 years old - Driving licence EDUCATION 2009 - 2011 ESM-A Management and Business School - Focus Area: business communication 2009 DUETI in International Business Administration and Management 2009 Bachelor of Arts in Business Management - Heriott Watt University, Scotland Focus Area: marketing services 2008 University Technology Diploma in Sales and Marketing (DUT) LANGUAGES I T S K I L L S French English Mother tongue  Word, Excel, Access, PowerPoint, Publisher, Ethnos Fluent (14 months in Scotland and Canada)  Photoshop, website creation with FrontPage (HTML code used) TOEIC: 875 / 990  Keyboard blind typing skills Spanish Basic skills PROFESSIONAL EXPERIENCE OCT. 2011 - TO DATE OCT.2009 – SEPT. 2011 Customer Support & Community Leader - BEVYZ FRANCE, distribution of a multi-drink capsule system including a water cooler (4 temperatures)  Customer Services: - Respond to client inquiries and answering customers emails by developing proactive relations - Develop relationships with B2B customers and dealers - Maximize service quality and secure customer loyalty - Telemarketing: welcome new customers on the phone, opening their account, presenting Bevyz, proposing assistance, taking orders  Sales Admin. & Team support: - Sales Admin.: sorting, processing, following up orders - Assist the sales team in order to ensure a high satisfaction level of our customers - Provide to the company the necessary support to facilitate the daily operations and office management  CRM: - Define the Customer Life Cycle management process and put in place suitable CRM initiative/tools - Develop the key messages, scripts, content (guidelines, templates, checklists, standards, procedures) in partnership with agencies  Internet: - Coordinate and lead the development of the "Digital Platform" - Define the social media strategy and act as Bevyz Community Manager - Participate in the definition of the objectives and specifications for the development of new and existing tools  Communication/PR/Networking & Event: - Provide marketing support in the opening of the French market - Media relations, Community Management - Develop and implement events for the market launch (trade show, PR events, ...) Community Manager - P&G Alumni FRANCE, association for former executives from Procter & Gamble  Management and follow-up of various internal projects in business communication My results: - Contribution to a business plan writing - Management of website redesign (from specifications to dry run) with FAQ creation for members - Management of members directory - editions of 2010 and 2011: co-writing pages of content other than alphabetical, sponsors research, working with a graphic designer and a printer - Creation of the quaterly newsletter (content writing, layout…), data update of 430 potential members - Creation of a leaflet and a flyer « Les 10 bonnes raisons pour adhérer à P&G Alumni France » passed on P&G France  Events management until 120 guests: round-table conference, cocktail, working group, soirée etc. My results (taking care of every event from the beginning to the end): - Place and caterer search - In charge of the room set up, descriptive notices, checking technical material (sound, screen, microphone…) - Management of guests and subscription and cancellations - In charge of welcoming guests the D-Day
  • 2.  Social Media animation (LinkedIn, Facebook, Viadeo, Twitter) My results: - Creation and management of a Facebook fan page, a Twitter account - Management of 336 members on the LinkedIn group whose recruitment of 35 % of new ex-P&G who have resulted 12 new membership to the association - Management of 83 members from the hub on Viadeo whose recruitment of 28 % of new ex-P&G in the association - Instants broadcasting of the information about the association, its members, its events, others news, etc.  General administration My results: - « The guide of Community Manager of P&G Alumni France” writing (processes and procedures guide) - Weekly update of website content and daily management of the members platform - Daily management of the treasury (cash, check) and checking of the accounts with the treasurer and the accounting firm - Taking care of legal and administrative steps and relations with many organizations (URSSAF, Pole Emploi Service, Paris police headquarters, insurance, public accountant, etc.) PLACEMENTS APRIL – JUNE 2008 Assistant to the Financial and Communication Director - LA MAGNÉTOTHÈQUE Production of French audio books for blind and sighted persons, Montréal (CANADA)  Event management : Open day for partners, new task for the association My results: - Creation of specifications book, planning (GANTT’s diagram)  To Facilitate the exchange and sharing between volunteers My results: - Blog launching : http://lamagnetotheque.blogsactifs.com  To promote the association to potential partners and volunteers My results: - Creation of a leaflet - Relationship with the press - Phone calls to potential partners JUNE 2007 (3 weeks) Telemarketer - MÉTRO CASH & CARRY, self-service for wholesale purchase to BtoB  Phone call to retailers to promote the loyalty card “Métro Reflex” Objective: 180 succeeded calls (a call in which I could talk to the store manager) My results: - Creation of a sales pitch - 811 succeeded calls and 43 appointments taken with a commercial (based on 195 prospects)  Sales promotion: targeted products on at specifics points of sale My results: creation of special offers poster for the products of the week  Training and follow-up of 4 new telemarketers during 2 weeks SUMMER JOBS 2007 and 2010 (5 months) Junior client advisor - CAPSAUTO (Groupama’s subsidiary), company specialized in Accident Management and in all solutions and mobility services related to the automotive market  Management and distribution of the car accident notifications to garages Objective: 40 notifications per day Average: 57 Achieve: 96  To handle Incoming Calls policyholders and insurers Average: 70 Achieve: 200  Affiliation of a garage for an insured who is involved in a car accident Objective: process the full request in less than 5 minutes Average: 3,7 minutes  Creation of an internal FAQ to better identify the purpose of the call and optimize the speed to answer SOCIAL ACTIVITIES Presence in several students forums to represent and promote my management and business school Trips Discovery of new cultures (England, Scotland, Belgium, Canada, Italy) Testimonials in front of students and parents about my foreign experiences in French and English Sport Dance, swimming Leisure Cinema, reading, painting, brodery, creative leisure activities