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Pierre-Vincent D.PD

Pierre-Vincent D.

Consultant Customer Service

€600/day
Paris, FR
8-15 years

Average response time: 1 hour

Freelancer profile translated to English.
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About Pierre-Vincent

I train your customer service teams to respond with authenticity and clarity, thanks to the CUB method.
15 years of experience in customer relations and user experience (Valeo, BlaBlaCar, RATP, Fairstone).
✅ Management of sensitive situations & escalations
✅ Training of front-line teams
✅ Process audit & human alignment
✅ Manager coaching & field leadership

🎯 Result: more aligned, less worn-out employees, and customers who feel the difference.

Consulting and Audits
Education Companies
E-commerce
Digital Business Models
Health and Wellness

  • French

    Native or bilingual

  • English

    Fluent

Can work on-site
Paris (up to 50km)

Experience

  • Valeo Cyclee
    Customer Service Facilitator
    CONSULTING AND AUDITS
    April 2024 - October 2024 (6 months)
    Paris, France
    ● Analysis of customer service performance and implementation of corrective actions, improving efficiency by 15%.
    ● Proactive management and resolution of customer incidents, reducing average processing time by 20%.
    ● Animation and loyalty building of an online community, increasing interaction rate by 30%.
    Data analysis Web performance optimization Customer service management Sales process improvement customer engagement Complex problem solving Digital communication strategy loyalty strategy
  • BlaBlaCar
    Senior Community Agent
    TRAVEL AND TOURISM
    January 2022 - December 2023 (1 year and 11 months)
    Paris, France
    ● Quick resolution of user disputes, maintaining a satisfaction rate of 95%.
    ● Analysis of customer feedback to optimize services and user experience.
    ● Implementation of a self-service resolution process, reducing escalations by 25%.
    Customer dispute management Customer service management User Experience Design Customer feedback analysis Financial process optimization Complex problem solving Continuous process improvement Customer satisfaction customer support Escalation management
  • RATPgroup
    Mobile Agent Facilitator | Travel Facilitator
    November 2020 - September 2022 (1 year and 10 months)
    Paris, France
    ● Supervision and assistance on multiple lines, optimizing the flow of daily journeys.
    ● Rapid intervention on incidents, ensuring a return to normal in a reduced time.
    ● Communication and support for users, contributing to an improvement in their satisfaction.
Check out Pierre-Vincent's experience

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Education

  • BTS NDRC
    Excellence VAE
    2024
  • CSEM (Advisor Service in Home Appliances & Multimedia)
    CFA DUCRETET
    2011
Check out Pierre-Vincent's education

Certifications

Skill set (31)

Coaching
Customer Success Management
Training
Emotional intelligence
Mentoring
Consulting
Personal development
Leadership Development
soft skills
Facilitation
Resilience
Growth mindset
Data analysis
Web performance optimization
Customer service management
Sales process improvement
customer engagement
Complex problem solving
Digital communication strategy
loyalty strategy
Customer dispute management
User Experience Design
Customer feedback analysis
Financial process optimization
Continuous process improvement
Customer satisfaction
customer support
Escalation management
User experience
Audit
Leadership

Categories

  • Other