Employee Engagement Expert
Michèle has held senior corporate roles in learning and development within both service and manufacturing sectors in several cultural contexts around the globe.
Michèle was UK Head of People Development for the European contract catering company, Elior. She designed and delivered a highly successful leadership development programme and most recently, an award winning customer service programme, which drove tangible improvements in customer satisfaction, contract retention and employee engagement. In 2013 Elior UK won the Personnel Today award for Excellence in Learning and Development and became the first contract caterer to achieve the accolade of being one of the "Sunday Times 25 Best Big Companies to Work For".
Prior to this, she was responsible for Leadership and Customer Experience training for the global hotel chain, Le Méridien Hotels and Resorts. She facilitated the strategic planning and design of the customer experience for hotel openings and rebrandings. She also initiated and implemented a strategic organisational development programme driving the Global Quality & Customer Service Strategy and introducing an innovative approach to measuring and improving service delivery. This resulted in a 15% improvement of global guest satisfaction and advocacy within 9 months of launch.
Since becoming a consultant she has worked on employee engagement and customer service programmes for a diverse range of B2C and B2B organisations. Michèle has a B.A. Hons in Modern Languages, is a qualified coach and a Master NLP Practitioner. She is a licensed practitioner of a wide range of psychometric tools including Insights Discovery. She is bilingual (English/French) and she resides in London.
2012 FSM award for People Development
2012 Training Journal Gold award for Best Customer Service Programme
2013 Personnel Today award for Excellence in Learning and Development
How to become famous for exceptional service
- Why and how to engage and involve employees at all levels, from design to execution of your CX programme
- How to make your programme sustainable and durable
- The real role of leadership in a culture change