Freelancer profile translated to English.
Back to original languageAbout Guillaume
Customer Experience Expert & Zendesk Integrator | CRM Optimization | Support & After-Sales Service | Customer Success
A Customer Service That Meets Your Ambitions.
Passionate about customer experience, I help companies optimize their customer relationships, integrate Zendesk solutions, and implement high-performing Customer Success strategies.
Why Choose Me?
✔️ Official Zendesk expert for deploying and optimizing your CRM.
✔️ Tolk.ai Partner for implementing intelligent chatbots and self-care.
✔️ Aircall/Ringover Partner for cloud telephony tailored to your needs.
✔️ Solid field experience: As Head of Customer Relations, I managed and trained over 30 employees in call centers and physical support.
✔️ An internal call center to meet companies' customer support needs.
My Services
Zendesk Integration & Optimization
✅ Custom deployment and configuration
✅ Process automation & workflow optimization
✅ Team training on best practices
Customer Success & Customer Experience
✅ Definition and monitoring of key KPIs: NPS, CSAT, QS..
✅ Creation and improvement of your Customer Care processes
✅ Customer journey optimization strategy
Support & After-Sales Service
✅ Management and structuring of an efficient customer service
✅ Support team training and coaching
✅ Knowledge base & FAQ writing (+100 articles written)
Concrete Results
Call Center: Managed a team of 26 agents for 3 years, optimizing costs and improving performance.
Automation & Self-Care: Deployed chatbots and self-service tools to reduce team workload.
Customer Satisfaction: Increased NPS and reduced contact rate through tailored strategies.
Looking to boost your customer service, structure your support, or optimize your CRM with Zendesk?
French
Native or bilingual
English
Fluent
Remote only
Primarily works remotely
Experience
- Paris Entertainment Company
On Malt
1. Collection and prioritization of Zendesk setup evolution requests:CULTUREOctober 2025 - May 2026 (6 months)Handling the Zendesk optimization for Accor Arena, Bataclan, and Adidas Arena.Audit + instance redesign. - ENSO GroupeQuote - Zendesk Support Suite Pro Integration (25-30 licenses)SOFTWARE PUBLISHINGAugust 2025 - August 2025At Enso, I managed the complete integration of Zendesk: business needs definition, configuration (Support, Guide, Talk), automations and SLAs, creation of views/reports, data migration, team training, and continuous improvement. Result: faster, more structured support focused on customer satisfaction.
- Sopral E-shopZendesk IntegratorE-COMMERCEFebruary 2024 - June 2024 (3 months)- Zendesk Integration- Customer Care- Customer Relations- Zendesk- Integrator- After-Sales Service- CRM- Customer Service
Reviews
Recommendations
DD
+8
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Education
- BTS, Assistant ManagerUniversité de Picardie Jules Verne (UPJV)2013Bts, Assistant manager
- Baccalaureate, Human Resources Management / Personnel Administration, GeneralLycée Félix Faure2011Bac, Gestion des ressources humaines / administration du personnel, général