Fabien Monnier

I design and deploy the technical layer that most support teams never had.

Concretely: implementation and configuration of CX platforms (Zendesk, Freshdesk, Intercom), building automation scenarios on Make.com, developing custom business tools in no-code and low-code, integrating generative AI (intelligent routing, automatic classification, internal assistants), and connecting everything via API.

I work on projects ranging from scratch implementation to existing configurations that need to be taken over, optimized, or extended. My missions cover both pure configuration and operational strategy: defining workflows, choosing tools, training teams, documentation.

The experience that most shaped my current work. Management of a customer service handling 60,000+ conversations per year. Recruitment and training of a team of 11 people. Selection and deployment of tools, construction of processes, KPI monitoring. Three years at the helm, from strategy to execution.

Concrete results:

- Trustpilot went from 3.8/5 to 4.6/5 with 1500+ reviews collected

- Implementation of automations, training tools, and reporting

- Partial outsourcing with international freelancers, 7/7 coverage

First step into responsibility. Handling the most complex customer cases, training new joiners, participating in operational decisions. A conviction confirmed: team performance is above all a matter of processes and structure.