Freelancer profile translated to English.
Back to original languageAbout Nicolas
With over 20 years of experience in customer support and team management, I specialize in Customer Experience (CX), multichannel support, and account management. Bilingual in French/English, I help companies optimize customer journeys, improve satisfaction, and foster effective loyalty.
I can undertake missions in:
Implementation and optimization of customer journeys
Multichannel support and team management
Customer follow-up and loyalty (Account Management)
Analysis and continuous improvement of customer experience
I combine operational rigor, interpersonal skills, and results orientation to provide concrete and sustainable solutions to CX and customer challenges.
French
Native or bilingual
Dutch
Basic
English
Native or bilingual
Remote only
Primarily works remotely
Experience
- ProcurveTechnical Support EngineerJune 2008 - December 2008 (6 months)Amstelveen, NetherlandsI troubleshooted network equipment and provided B2B support, ensuring adherence to Service Level Agreements (SLAs). I escalated issues when necessary to ensure prompt resolution. This was a temporary contract assignment.In this role, I managed a team of 10 people for the Southern Europe market (Italy/Spain). I ensured the service provider's compliance with SLAs and the delivery of high-quality, effective support to B2C customers.
- Stream Global ServicesCountry ManagerJune 2007 - June 2008 (1 year)Amsterdam, NetherlandsI started at Stream as a first-line support agent, where I assisted end-users (B2C) of Adobe products. I was quickly promoted to Country Manager.
- UXerLabsFounderVIDEO GAMES AND ANIMATIONMay 2025 - Today (1 year and 1 month)CX Consultant with 20+ years of experience and UX Lead approach. Analyzing journeys, identifying friction points, optimizing support, improving self-service, and implementing user-centric processes to boost satisfaction and efficiency.
Recommendations
Be the first to recommend Nicolas
Help this freelancer shine by sharing your experience working together.
These freelancer profiles also match your criteria
Agatha Frydrych
Backend Java Software Engineer
4.7
(3)
2
Baptiste Duhen
Fullstack developer
4.6
(4)
5
Amed Hamou
Senior Lead Developer
4
(2)
7
Audrey Champion
Web developer
4.3
(3)
4
Education
- Capstone: Applying Project Management in the Real World Project Initiation: Starting a Successful Project Google Project Management Professional Certificate Project Planning: Putting It All Together Project Management EssentialsCapstone: Applying Project Management in the Real World Project Initiation: Starting a Successful Project Google Project Management Professional Certificate Project Planning: Putting It All Together Project Management Essentials
- Computer Systems Networking and TelecommunicationsUniversity of Nice Sophia Antipolis IUT GTR2002Computer Systems Networking and Telecommunications
Skill set
Categories
- Other