Freelancer profile translated to English.
Back to original languageAbout Théophane
🎯 Expert Customer Service & PO Proxy – 7 years of experience
Digital product and user experience-oriented professional, I have been involved for 7 years in structuring and optimizing customer services. For over 5 years, I have been Head of Customer Support and PO Proxy for the FOODI application (Compass Group).
My role: to create high-performing support, improve user satisfaction, and act as a liaison between the field, product, and tech teams to accelerate the resolution of pain points.
🔧 My expertise
🛎️ Customer Service
– Support structuring & management
– Team management, SLAs, reporting
– Continuous improvement & user satisfaction
📲 PO Proxy
– Gathering & writing user stories
– Participation in agile rituals
– Functional testing, validation, post-production monitoring
🤖 AI Automation
– Custom bots on Zendesk
– User journey optimization
🧠 Tools mastered
Zendesk, Intercom, Freshdesk, Lovable, TablePlus, QlikView, Jira, Notion, Figma (reading), Google Suite, Slack
✅ What I bring you
– Structured, measured, and satisfaction-oriented support
– A customer voice present in your product cycles
– Rigorous, field-oriented, and agile execution
📍 Available for one-off missions or regular support. Let's talk about your needs. 😊
French
Native or bilingual
Can work on-site
Paris (up to 50km)
Experience
- societe vb
On Malt
Monitoring: Customer Service Management and OptimizationFebruary 2021 - February 2021 - societe vbStructuring Customer Service: Implementation & Training (Zendesk Tool)January 2021 - February 2021Paris, France>> General settings of the Zendesk tool> Installation of the "chat" widget on the Prestashop site via (API)> Chat configuration> Installation and setup of the "Guide" (FAQ page)> Configuration of the email entry point> Creation of the first macros for customer service> Creation of the escalation hierarchy> Configuration of "views"> Automation setup> Implementation of the data flow (API) between Amazon Seller and Zendesk> Training for using the Zendesk tool
- Compass Group FranceHead of the creation and management of the guest service for the FOODI applicationRESTAURANTS AND FOOD SERVICEJanuary 2019 - Today (7 years and 5 months)Châtillon, France• Head of guest service operations for the FOODI application• Responsible for the deployment of the Foodi application in catering sites in France• Advice on all matters relating to customer services• Head of QA for FOODI app- Implementation and continuous improvement of processes- Feature design with product owners and tech lead developer- Writing and execution of manual test plans for feature validation and non-regression (web app, Android, iOS)- Bug management, Level 3 support
Reviews
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Education
- Community ManagementOpenClassrooms2013
- Bachelor's Degree in Insurance, Banking, Finance, specializing in Real Estate Asset ManagementÉcole supérieure de l'Immobilier2012
Certifications
- 5e39100b918a486d9bfefc2a5bbebde7Hub Spot2021
