Freelancer profile translated to English.

Description

Certified Zendesk Administrator (Support & Guide) with over 10 years of experience, I help companies implement, administer, and optimize Zendesk to sustainably improve their customer service.

Co-founder of OCC247, a company specializing in 360° customer service solutions, I have led over 300 Zendesk projects for companies across various sectors: luxury, tourism, transport, energy, IT, services... This diversity has allowed me to develop a tailor-made approach, suitable for both SMEs and international organizations.

Accustomed to international collaborations, I work with teams based in the United States, South America, and Europe, adapting to operational constraints and time zones.

✨My Zendesk Expertise

Zendesk Administration (Support, Guide, Omnichannel)

Design and optimization of customer experience-oriented workflows

Automation (triggers, automations, macros)

Integration of artificial intelligence solutions

Dashboard creation and reporting

Management of roles, access, and permissions

Creation and structuring of knowledge bases

Zendesk integrations with existing tools

Channel optimization: email, chat, messaging, phone

Compliance with GDPR best practices

🎯My Goal

To make Zendesk much more than a tool, but a real lever for performance and customer satisfaction.

I can assist you with both ad hoc missions (audit, optimization, administrator support) and long-term projects.

📩 Available to discuss and help you get the most out of Zendesk.

Industry field of expertise

Languages

French
Native or bilingual
English
Native or bilingual
Spanish
Native or bilingual

Workplace preferences

Remote only

Primarily works remotely

OCC247
Co-Founder & Zendesk Implementation Expert | OCC247 - Official Zendesk Partner EMEA & LATAM
CONSULTING AND AUDITS
January 2022 - Today (4 years and 5 months)
Lille, France
🎯 Official Advanced Zendesk Partner & License Reseller

OCC247 is an official Advanced Zendesk Partner and authorized license reseller for the EMEA and LATAM regions. As a Zendesk license provider, we offer direct access to all Zendesk products at competitive prices, while providing strategic advice on licensing, Suite configurations, and evolution strategies—ensuring maximum ROI.

🔧 Zendesk Implementation & Technical Services
Implementation & Deployment: Complete configuration and customization of Zendesk Suite, Support, Guide, Talk, and Explore.
Zendesk Migration: Smooth migration from Freshdesk, Intercom, ServiceNow, Help Scout to Zendesk without data loss.
Optimization & Audit: Health audits, workflow optimization, automation improvements, performance tuning.
Custom Integrations: API development, CRM integration (Salesforce, HubSpot), ERP connectivity, third-party tools (Slack, Jira, Shopify).
AI & Automation: Zendesk AI agents, Answer Bot, intelligent routing, chatbot configuration, self-service optimization.
Omnichannel Configuration: Email, live chat, WhatsApp Business, social media, CTI telephony (Zendesk Talk).
Zendesk Guide: Multilingual help centers, white-label portals, dynamic content, SEO-optimized FAQs.
Analytics & Reporting: Custom Zendesk Explore dashboards, KPI tracking, performance metrics.
Compliance & Security: GDPR/CCPA configuration, RBAC, audit trails, data governance.
Training: Administrator certification, agent training, best practices workshops.

📊 Sectors: Luxury | E-commerce | Tourism | Energy | Transport | SaaS | FinTech...

💼 Results: 300+ implementations | 40% reduction in resolution time | 25%+ CSAT improvement
Zendesk Project Implementation CX Customer Service Customer Success Management
SEIF
CUSTOMER SUCCESS MANAGER
CONSULTING AND AUDITS
September 2022 - Today (3 years and 9 months)
Nantes, France
Managing optimization and digital transformation projects for customer service within the Zendesk ecosystem for B2B and B2C companies.

➡️Zendesk Administration & Configuration:
- Architecture and complete administration of Zendesk Support, Guide, Talk, Chat, and Explore.
- Advanced user management: SSO authentication (SAML, JWT), Single Sign-On, Azure AD provisioning, roles and permissions management.
- Data migration and synchronization: Zendesk API, bulk import/export, external database integration.
- DNS configuration, custom host mapping, multi-brand and multi-instance management.
- Automation: triggers, automations, macros, SLAs, business rules, workflow optimization.
- Intelligent ticket routing: skills-based routing, omnichannel (email, chat, phone, social media, web forms).
- Customization of notifications and templates according to channels and brands.

➡️Integrations & Connectors:
- CRM Integration: Salesforce, HubSpot...
- E-commerce: Magento, Shopify, Prestashop...
- Telephony: Aircall, Axialys, 3CX...
- Business Tools: Shipup, Jira, Slack, Microsoft Teams...

➡️Training & Support:
- Training support teams on Zendesk (onboarding, best practices).
- Change management and user adoption.
- Creation of documentation and help center.
- KPIs and reporting with Zendesk Explore (custom dashboards).

Key Skills: Zendesk Support, Zendesk Guide, Zendesk Talk, Zendesk Chat, Zendesk Explore, Zendesk API, SSO, CRM Integrations, Customer Experience, Digital Customer Service
CX Zendesk AI Agent Copilot Project Management