Celine Couvreur
About Celine Couvreur
Celine Couvreur serves as the Team Manager for EU Customer Service at Trainline, where she has worked since 2019. With a strong background in communication and linguistics, she manages a multilingual team and influences product development through data-driven insights.
Work at Trainline
Celine Couvreur has been serving as the Team Manager for EU Customer Service at Trainline since 2019. Based in Edinburgh, Scotland, she manages a team of 15 multilingual customer service representatives. Her role involves presenting user needs based on collected data and survey comments to product and development teams, influencing roadmaps and priorities. Celine also drafts internal briefs and workarounds for the customer support team, ensuring effective communication and streamlined processes.
Previous Work Experience
Before joining Trainline, Celine held several positions in communication and customer service. She worked as a Communication Assistant at Orchestra-Prémaman for eight months in 2014-2015. Following this, she served as a Digital Communication Manager at Saint-Gobain for one year. Additionally, she gained experience as a Journalism Intern at Le Soir for one month and worked as a Freelance Communication & Language Coach from 2016 to 2019.
Education and Expertise
Celine Couvreur has an extensive educational background in communication and linguistics. She studied at Université libre de Bruxelles, earning a Master's degree in Professional Graduate Diploma in Education (Secondary) from 2015 to 2016. She also holds a Master's degree in Linguistics and Literature from the University of Antwerp, completed in 2013-2014. Furthermore, she studied at Université catholique de Louvain, where she achieved a Master's degree in Communication - Journalism from 2013 to 2015. Her studies also include a Bachelor's degree in Modern Languages and Literature from Université libre de Bruxelles.
Team Management and Recruitment
In her current role, Celine is responsible for recruiting new multilingual employees through end-to-end recruitment processes. She creates, implements, and audits new processes to adapt to changing business and customer needs. Celine also coaches and trains new starters to ensure they deliver high-quality customer support, contributing to the overall effectiveness of the customer service team.
Contributions to Customer Service
Celine presents team performance and future plans in inter-departmental meetings, ensuring alignment with broader company objectives. She also suggests content updates for the company's website and FAQ pages, enhancing the user experience. Her focus on user needs and team performance helps drive continuous improvement within the customer service department.