Karim Lukacik

- Full implementation of Zendesk: instance structuring, creation of workflows, macros, agent views, and integrations (Slack, Airtable, Trustpilot, Google Reviews).

- Automation of customer support (billing, debt collection, customer care) to reduce processing times and improve service quality.

Design and management of SLAs, bi-monthly global reporting, and weekly departmental reporting.

- Organization and follow-up of customer immersion events: logistics, coach coordination, questionnaires, and feedback collection.

- Implementation of satisfaction surveys and a customer feedback collection process (Trustpilot, Google), with a goal of +50 5★ reviews/month.

- Contribution to internal structuring: knowledge base, checklists, templates, and Notion/Airtable tracking dashboards.

Key results:

- Centralization of multi-departmental support in Zendesk.

Standardization of processes and improvement of customer responsiveness.

- Enhanced collection and utilization of customer feedback to improve loyalty.

Clients: Air France, IKEA, Lovebox, TF1 , M6, Montblanc, Kertel, SEB Group... Led full audits of customer support operations for B2C brands (e-commerce & travel) Designed and deployed Zendesk & Khoros workflows: ticketing flows, macros, escalation levels Delivered agent training (tools, tone of voice, process efficiency) across teams of 5 to 50 Created support quality guides to improve consistency and empathy in customer interactions Managed crisis moderation for high-stakes incidents (transport delays, product recalls, PR backlash)

Daily social media support in French, English, and Spanish Personalized responses on complex cases (flight disruptions, elite clients, complaints) Created internal documentation and training modules to reduce response time & improve tone consistency Participated in knowledge transfer and onboarding of new agents