About

Catherine (Tarah) Mendy is a skilled Customer Service Manager with over 20 years of experience in the field. Currently, she holds the position of Manager of Customer Success at PerfectStay, where she has professionalized a team of 10 customer service representatives and developed a continuous improvement plan. She is responsible for monitoring and analyzing various KPIs, such as CSAT, NPS, QS, SLA, and team performance. Catherine's expertise also lies in optimizing business processes and frameworks, developing individual and collective competencies, and conducting recruitment activities. Prior to her current role, Catherine worked as a Manager of Customer Success at Showroomprive.com, where she focused on customer retention, loyalty, and identifying and analyzing customer dissatisfaction factors. She streamlined and optimized internal, transverse, and external processing frameworks, collaborated on service quality improvement projects, and contributed to the ROE. At eDreams Odigeo, she managed two teams of 19 customer service representatives, including a technical-commercial expert team. She also developed quality processes and procedures, implemented a new compensation policy, and coordinated with marketing to address customer issues on social media. Catherine has a BTS degree in Tourism and Leisure from the Ecole Parisienne d'Hôtesses et de Tourisme and a Baccalauréat in Literature from Lycée de la Vallée du Cailly. She is proficient in Salesforce and has extensive experience in managing customer service teams, optimizing processes, and improving service quality.