Freelancer profile translated to English.
Back to original languageAbout Matthieu
Consultant in customer relationship management and passionate about improving the customer experience, I have over 10 years of experience in customer support and training in various sectors with significant experience in SaaS software publishing.
I assist companies in optimizing their customer support efficiency and productivity by offering tools and processes adapted to their needs. I implement ticketing systems, knowledge bases, and chatbots, using implementation methodologies and appropriate tool and process choices. I also train agents in the use of new tools and processes.
𝗘𝘅𝗽𝗲𝗿𝗶𝗲𝗻𝗰𝗲
- Customer Support & Training Manager - 7 years
- Customer Support Technician - 8 years
- IT Store Manager - 1 year
𝗗𝗲𝗴𝗿𝗲𝗲𝘀 𝗮𝗻𝗱 𝘁𝗿𝗮𝗶𝗻𝗶𝗻𝗴
- Disability Referent
- Project Management
- Internal Auditor ISO9001/26000
- Trainer Training
- BTS International Commerce
French
Native or bilingual
English
Fluent
German
Conversational
Can work on-site
Puéchabon (up to 50km)
Experience
- Matthieu Huleux EIIT ConsultantCONSULTING AND AUDITSJanuary 2024 - Today (2 years and 5 months)I help you improve customer support efficiency and productivity by offering a better customer experience.- Analysis of company needs- Implementation of tools and processes- Ticketing system- Knowledge base- Chatbot- Implementation methodology- Selection of appropriate tools and processes- Training of agents in the use of new tools and processes.
- PRIMAL (SOLEM)Agriculture/Pool Customer Support ManagerINTERNET OF THINGS (IOT)November 2022 - September 2023 (11 months)Clapiers, FranceSupervision of 2 support staff for the agriculture business unitCreation of support for the pool business unit
- RG SystemCustomer Support & Training ManagerSOFTWARE PUBLISHINGJune 2019 - October 2022 (3 years and 4 months)Supervision of a team of 2 support technicians for business applications (Level 2) and development support analysts (Level 3) on the SaaS solution. Supervision of a team of 2 product trainers. Management of OPCO funding applications. Pilot for Qualiopi certification process (obtained on 05/28/21).
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Education
- Training "Being a disability referent in a training organization"Action FIRST2021Formation "Être référent handicap en organisme de formation"
- Project Management TrainingActiv'Partners2020Formation gestion de projets