Freelancer profile translated to English.
Back to original languageAbout Valentin
Hello and welcome aboard,
Customer Success Specialist / Application Support Expert with over 7 years of experience in demanding environments, I intervene to ensure operational continuity while structuring and sustainably improving support systems.
I primarily intervene to:
- onboard and assist non-technical users,
- diagnose and resolve application incidents (L1-L2),
- structure and make support processes reliable (backlog, prioritization, methods),
- analyze tickets to identify friction points,
- automate recurring tasks to reduce workload,
- act as a liaison between users, product, and technical teams.
My background has led me to work in both B2C and B2B environments, with high-usage tools, requiring reliability, clarity, and pedagogical skills. I am accustomed to managing sensitive situations, prioritizing effectively, and securing the user experience over the long term.
I also work in large enterprise contexts, with significant challenges in service continuity, structuring, and knowledge transfer.
I prefer useful, service-oriented missions with a concrete impact for users and teams. Also available for fractional support.
🤖 AI & Automation
I use AI as a lever for support efficiency: knowledge structuring, recurrence analysis, task automation, and improving response quality, without complicating usage.
French
Native or bilingual
English
Fluent
Can work on-site
Lannion (up to 20km)
Experience
- VINCI Construction FranceApplication Support & Continuous Improvement ConsultantCIVIL ENGINEERINGFebruary 2026 - Today (4 months)In a context of poorly structured and highly solicited application support, I took over the scope, structured processes, and secured critical operations while ensuring service continuity.My role was at the intersection of RUN, continuous improvement, and operational industrialization.Main Responsibilities:
- Management of application support for several business tools (fleet management, purchasing, ...)
- Structuring and professionalizing support (backlog, prioritization, handling methods)
- Documentation of critical procedures and securing operations
- Analysis of ticket flows and identification of optimization levers
- Implementation of automation solutions to reduce workload and improve reliability
- Coordination with business teams, IT, and external partners
Results:- Improved service quality and responsiveness
- Reduction of manual and repetitive tasks
- Better control of critical processes
- Increased maturity of application support
- FabrikafunAssociation President – Solidarity Digital Project (Volunteer)CIVIC AND SOCIAL ORGANIZATIONSMay 2023 - Today (3 years and 1 month)Lannion, FranceI am president of the FabrikaFun association and lead several solidarity projects, including FabrikaDons.fr and La Diguiz’ (ladiguiz.fr), combining digital, events, and associative engagement.+ FabrikaDons.fr: Online platform for generating donations for associations through accessible digital uses (mini-games, content, simple interactions).In this capacity, I am responsible for:- The design and evolution of the platform,- User support and assistance,- Managing feedback, questions, and encountered issues,- Continuous improvement of the user experience,- Relations with partner associations.+ La Diguiz’ (diguiz.fr): Annual solidarity event organized for local associations.I am involved in:- Overall event organization,- Coordination of volunteers and partners,- Communication and participant information,- Operational management on the day of the event,- Relations with beneficiary associations.These volunteer projects allow me to use my digital and organizational skills for the general good, with a particular focus on clarity, reliability, and user/participant support.
- BSA WebApplication Support & Maintenance ManagerE-COMMERCEMay 2023 - August 2025 (2 years and 3 months)Lannion, FranceI first joined BSA Web as an L1/L2 WordPress support developer, then to structure and manage application support and maintenance for client sites, primarily for professional and large enterprise accounts.My role covered:- Implementation and improvement of support and maintenance processes.- Handling client requests and application incidents (L1-L2),- Diagnosing and resolving technical problems,- Prioritizing and tracking tickets,- Onboarding new clients and setting up user guides,- Assisting users during deployments or updates,- Coordinating with technical teams and service providers,- Structuring and continuously improving support processes.I evolved from an operational role to a support manager position, with a global view of service quality, tool reliability, and customer satisfaction.Missions focused on customer support, client onboarding, and customer success, in direct contact with users and technical teams.
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Education
- Full Stack Ruby On Rails Developer, WebLe Wagon2022Full Stack Ruby On Rails Developer, Web
- Baccalaureate, Industrial Design and Product ConceptionLycée Félix le dantec Lannion2008Baccalauréat, Dessin industriel et conception de produit
Skill set
Categories
- Other