Freelancer profile translated to English.
Back to original languageAbout Jean-David
What I offer
→ For fast and efficient customer support, I leverage my skills as an agent.
→ To improve your customers' experience, I am at your disposal as a customer relationship expert.
→ To set up your nascent customer service, or improve it (setting up Zendesk, Freshdesk...)
My work method
I am...
→ An expert in communication with great empathy, enthusiastic, adaptable and solution-oriented.
My vision...
→ No support is the best support = I will help you optimize your department so that your agents can work on higher value-added tasks.
Our collaboration
→ Together, let's strengthen your customer satisfaction through comprehensive, personalized and transparent support
→ Let's take on challenges together to achieve and exceed new goals!
→ Let's create together a positive impact and a "Wow" effect for your customers
I am available if you are looking for:
A punctual, medium-term or long-term Customer Support (Care/Success) agent
Competent on Gorgias (certifications acquired), Freshdesk, Zendesk, Hubspot, JIRA...
I can work in both French 🇫🇷 and English 🇬🇧
If my presence in person in the Paris region is required, an increase in my daily rate will be applied.
Do not hesitate to contact me to discuss your project and your needs.
Looking forward to discussing with you 😁
French
Native or bilingual
English
Fluent
Can work on-site
Paris (up to 50km)
Experience
- InnovorderCustomer Care SpecialistOctober 2023 - Today (2 years and 8 months)Paris, France- Handling B2B customer requests via phone, chat, and email.- Creation/improvement of processes- Coaching on customer relations/communication and tone of voice aspects.- Management and resolution of action plans.- Handling of "VIP" clients with intensive follow-up of requests.
- SilvrCustomer Relations Team Leader / L1/L2 Technical SupportMay 2022 - April 2023 (11 months)Paris, FranceCreation of the customer relations department:- Implementation of procedures and best practices.- Creation and application of KPIs- Implementation of the ticketing system- JIRA for Support -> Dev workflows- Salesforce for CSM -> Support workflows- Implementation and training of new hires on the "Ringover" telephony tool
- TASTYCLOUDTeam Leader Customer Relations Department / Technical SupportApril 2021 - February 2022 (10 months)Paris, FranceCommunication and tone of voice expertise. Management of L1 & L2 support activities. Training new hires in customer relations. Creation of new procedures, and their implementation. Adherence to and achievement of department objectives (KPIs)
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Education
- Initial Management TrainingWindoo2024
Certifications
- Gorgias Academy | Admin Power User (Shopify)Gorgias2024
Skill set
Categories
- Other