Freelancer profile translated to English.
Back to original languageAbout Lena
Maximize your Zendesk investment:
As part of your Zendesk implementation, I will assist you in configuring the tool to optimize its use.
The goal of this mission is not only to configure the tool but to support and train you to promote better usage.
Finally, the objective is to optimize the customer service organization and its costs, through reports that provide a better understanding of the activity.
I have passed the Zendesk 'Foundational Support' certification.
My 2 best-selling offers:
> The QUICK-WIN Zendesk light offer
2 days (non-consecutive) remotely.
Workshop 1: Ticket Qualification.
Workshop 2: View Redirection.
Workshop 3: Calls: optimizing tool usage.
Training on tool usage: support
> The QUICK-WIN Explore light offer
1 day remotely (non-consecutive).
Creation of reports and dashboards:
Creation of reports: activity volume, reasons, response times.
Creation of reports: call quality.
Demo and training on using Explore (basic)
I am, of course, an expert in all areas of Zendesk.
We are a team of 3 Zendesk consultants grouped within OCC247.
Contact me :-)
French
Native or bilingual
English
Fluent
Spanish
Fluent
Can work on-site
Lille (up to 50km), Tournai (up to 50km)
Experience
- misterb&bZendesk ExpertTRAVEL AND TOURISMSeptember 2016 - December 2020 (4 years and 4 months)Paris, France“We have guests and travelers all over the world. Our business therefore requires an accessible customer support in English, Spanish and French 24/7. Lena was in charge of implementing optimizations and tools for customer service of misterb&b. Our satisfaction rate increased by 10 points in one year and our operating costs decreased by 25%. We have reviewed our processes and reduced the number of interactions through better quality and the use of the right channels.”Matthieu JostCEO of misterb&b#1 gay hotelier in the world
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Education
- Master in ManagementMbway2019
Certifications
- Zendesk Learning Path: Foundational SupportZendek2021