Caroline Brochot
About Caroline Brochot
Caroline Brochot is a Customer Care professional with extensive experience in managing customer communications and complaint handling. She has worked at Evaneos since 2016 and previously held positions at ecotour.com and Expedia, Inc.
Work at Evaneos
Caroline Brochot has been working at Evaneos since 2016, where she holds a position in Customer Care. Her role involves managing post-trip complaint handling, which includes negotiating with suppliers and crafting written responses to clients. She has developed and standardized email templates to enhance customer communication. Additionally, she plays a crucial role in the feedback loop by reporting incidents from client returns to the operations and production teams. Her efforts focus on optimizing the customer journey and procedures to minimize dissatisfaction rates.
Previous Experience in Customer Service
Before joining Evaneos, Caroline Brochot worked at ecotour.com as a Superviseur Service Litiges from 2011 to 2015. In this role, she managed customer service issues related to disputes. Prior to that, she was employed at Expedia, Inc. as Chargée de clientèle from 2003 to 2010. Her extensive experience in customer service spans over a decade, allowing her to develop skills in handling customer inquiries and complaints effectively.
Education and Expertise
Caroline Brochot studied at CFA Stephenson, where she earned a BTS in Ventes et Production Touristique from 2001 to 2003. This educational background provided her with foundational knowledge in sales and tourism production, which she applies in her current role in customer care. Her expertise includes optimizing customer service processes and managing client relationships.
Skills in Complaint Management
In her current role, Caroline Brochot manages comprehensive post-trip complaint handling. She collaborates with legal counsel on litigation cases, ensuring that customer issues are addressed appropriately. Her responsibilities include negotiating with suppliers to resolve complaints and providing written responses to clients, demonstrating her ability to handle complex customer service challenges.