About

Annie LAO is a Customer Experience Manager at PerfectStay, where she is responsible for piloting and implementing customer satisfaction measurement projects through Net Promoter Score (NPS) and Customer Effort Score (CES). She creates customer journeys and implements satisfaction surveys at different touchpoints using various tools such as SurveyMonkey, Avis Vérifiés, and internal tools with the IT teams. Annie also analyzes and identifies customer pain points to implement continuous improvement actions in collaboration with the business teams. She drafts business specifications and manages the project to revamp the Customer Relationship Management (CRM) tools. Additionally, she creates and updates FAQs and customer and employee knowledge bases, evaluates the skills of customer advisors, and supports the customer service supervisor in upskilling the team. Annie has 4.52 years of relevant experience in customer experience management and project management. Previously, she worked as a Customer Experience Project Manager at Generali, where she led the NPS project by creating monthly reports and newsletters for different departments, deploying NPS by expanding the product scope of existing touchpoints, and automating verbatim qualification with IT and business teams. She also managed the implementation of NPS reporting through Tableau Software, animated the NPS project actors through bi-monthly committees and the revamp of the collaborative platform Swyng, and trained employees on Medallia and customer detractors' reminders. Annie also worked as a Controller at Generali, where she improved, automated, and created reporting for network and service activity tracking, participated in the reception of the customer relationship management tool before deployment to the sales network, and created procedure manuals and data entry guides. Annie holds a Master of Business Administration (MBA) in Digital Marketing from the Institut Léonard de Vinci, a Master 2 in Audit and Management Control from ESGF, and a Master 1 in Management from the Université Panthéon Sorbonne (Paris I). She is proficient in Java and has experience working with various tools such as SurveyMonkey, Avis Vérifiés, Tableau Software, Swyng, and Medallia.