Freelancer profile translated to English.
Back to original languageAbout Gwennaël
Customer Experience Expert with over 15 years of expertise
Attentive. Open. Different. Passionate about creating exceptional customer journeys that drive growth, loyalty, and inclusion.
I specialize in defining and implementing data-driven customer experience strategies, while placing people at the heart of the business. I optimize operational processes and integrate cutting-edge tools and technologies for concrete results.
Some of my achievements:
- Improved customer satisfaction in various sectors.
- Reduced costs through automation for SaaS and e-commerce companies.
- Increased digital marketing profits by over 30%.
My analytical, methodical, and rigorous approach is complemented by human sensitivity, allowing me to identify relevant and effective improvement opportunities.
As an accomplished communicator, I build strong relationships with my clients and their partners, fostering a respectful and collaborative work environment.
I am committed to promoting inclusive environments that respect diversity, with particular attention to the needs of LGBTQIA+ communities. Exceptional customer experience encompasses both performance and valuing each individual.
Concrete examples:
- Increased customer satisfaction (CSAT >95% and NPS >80) for Internal & Partners
- Design of automated digital Email Marketing CRM plans: +30% email revenue
- Management of a database of 1M+ customers in England, Europe, USA, and more
- Creation of excellence teams dedicated to product quality (manufacturing)
- Cross-training of teams.
Customer experience is my passion, and I would be delighted to put my skills to your service to help you achieve your goals.
Contact me to discuss your needs.
French
Native or bilingual
English
Native or bilingual
German
Fluent
Spanish
Basic
Remote only
Primarily works remotely
Experience
- Contrado Imaging LtdCustomer Experience Director (Customer Support, Human Resources Management. Ad hoc Commercial & IT Projects)LUXURY GOODSNovember 2012 - Today (13 years and 7 months)Londres, United KingdomCustomer Experience Strategy:Creation of international teams in multicultural Customer Support, Production, Quality Control, and PackingStandardization of training procedures: Consistency of practices and homogeneous service qualityManage quality and processes to enhance customer experience and engagementImplementation and maintenance of excellent customer satisfaction rates (products + services)Communication and Coaching:Build strong relationships with teams for better synergy and increased efficiencyCoach and develop human potential: encourage, guide, and offer growth opportunitiesIdentify, analyze, and offer empathetic support to employees in difficultyHuman Resources ManagementDevelop and implement HR strategies to attract, retain, and develop talentManage employee performance and development to maximize their contributionRecruit and select qualified talent suited to the organization's needsFoster a positive and inclusive work environment. Resolve conflicts. Promote well-beingFlow and Resource Management:Smooth operations management (500-2000 products/day)Foster interdepartmental collaboration for a cross-functional approachSupervise logistics, shipments for fast deliveries; & resolve production disruptionsBusiness and Strategic Development:Manage and motivate multidisciplinary teams to achieve common goalsIdentify & propose new opportunities (products/services) and stimulate growth
- PHOTOBOXINTERNATIONAL CUSTOMER SUPPORT MANAGERTECHSeptember 2011 - November 2012 (1 year and 2 months)Paris, FranceMissions:• International recruitment and management of multilingual teams in France and England• Management of customer service performance and productivity optimization.• Accurate forecasting of contact volumes and management of outsourced teams.• Rigorous monitoring and control of budget and costs.• Continuous improvement of customer satisfaction through surveys and analyses.• Development and management of skills for internal and outsourced teams (partners) through targeted training and well-being activities.
- SIEMENS IT SERVICES & ATOS,MANAGER & OPERATIONS MANAGERTECHJanuary 2007 - September 2011 (4 years and 8 months)Cork, IrelandMissions:• Team management & motivation: Optimize performance & well-being at work• Improvement of internal online training in partnership with the Knowledge Base team• Communication and relationship management: Active listening, conflict resolution, mediation• HR Processes: Recruitment, evaluation, training & skills development• WFM: Optimization of scheduling, leave, performance analysis for good cohesion• Implementation of qualitative, quantitative, and quality assurance measures• Multicultural experience and international client management
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Education
- License L2 PsychologyUniversity of Tours, FranceValidation d'une validation d'acquis et intégration du cursus de Psychologie en L2 dans le but d'évoluer dans le futur dans la psychologie clinique et continuer mon travail de manière inclusive, intégrative et militante au service de la société et contre les discriminations et les traumatismes liés.
- Certificate of Techniques in Counseling and Patient MonitoringPsychology Department, University of Westminster, London, UKIntroduction aux Techniques d'Écoute Active, d'Intervention et de Prise en Charge des Patients Durée: 3 mois