Freelancer profile translated to English.
Back to original languageAbout Guillaume
Customer Experience Expert & Hubspot & Freshworks 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 relations, integrateFreshworkssolutions (Freshdesk, Freshsales, Freshchat…), and implement high-performing Customer Success strategies.
Why Choose Me?
✔️Official Freshworks Partnerfor the deployment and optimization of your CRM suite.
✔️Aircall/Ringover Partnerfor perfectly integrated cloud telephony.
✔️ Solid field experience: As Head of Customer Relations, I managed and trained over 40 employees in call centers and physical support.
✔️ Anin-house call centerto meet companies' customer support needs.
My Services
Freshworks Integration & Optimization
✅ Custom deployment and configuration of all Freshworks modules.
✅ Process automation & workflow optimization
✅ Team training on Freshworks best practices
Customer Success
✅ 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 adapted strategies.
French
Native or bilingual
English
Fluent
Spanish
Fluent
Can work on-site
Paris (up to 50km)
Experience
- CLONEHead of SupportTELECOMMUNICATIONSNovember 2022 - July 2023 (8 months)Paris, France- Setup of a multilingual call center (CN/EN/SP/NL/HI..) + internal recruitment > team of 2 people in November 2022 to 34 people currently- Implementation of CRM tools (Zendesk, Trello, Asana, Hubspot, Aircall) - Writing of the FAQ and the chatbot with an AI- Creation of the scorecard and KPIs (QS, contact rate, NPS, SLA..)- Creation and management of several teams (social media, launches, refunds, supply) in multiple languages (CN/EN/SP/NL/HI..)- Management of customer reviews and visibility of all our stores (Uber Eats, Deliveroo, Just-Eat..)- Definition of the 2023 and 2024 roadmap (recruitment, budgets, tools) -----------------------------------------------------------------------------Clone is one of the leading foodtech companies in Europe. Clone creates online food delivery brands, helping restaurants generate additional profit through a unique asset-light business model and technology.
- ZenparkHead of Customer CareNovember 2021 - August 2022 (9 months)Paris, France- Management of a call center of 12 people (Level 1 Customer Service)- Management and supervision of 6 employees (permanent contracts, interns)- Participation in OKRs- Improvement of NPS (negative to positive in 3 months)- Implementation of self-care (AI Chatbot, writing and creation of the help center, etc.)- Finance and Production Referent- Project Manager
- ZenparkCustomer Care Quality ManagerFebruary 2021 - November 2021 (9 months)Paris, FranceCustomer Care Quality Manager- Finance Referent for the Customer Relations team- Production and Quality Referent on ZENDESK- Management and supervision of the call center, about ten employees- Leader in generosity policy and customer satisfaction- Management of several N2 interns- Active participation in the N1 and N2 recruitment process
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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
Certifications
- Freshdesk Omni Foundations CertificationFreshworks2025
- Freshservice Foundations CertificationFreshworks2025