Freelancer profile translated to English.
Back to original languageAbout Vincent
A 5% increase in your retention can lead to a 95% increase in your turnover.
So, what are you waiting for to optimize your customer service?
I help you boost your customer service: quality, efficiency, productivity.
We will turn your customer support from a cost center into a revenue stream!
Experienced in sales, customer relations, communication, and training, whether in small structures or with GAFAM, I am at your disposal to support you wherever these areas intersect.
Have you created an innovative solution and want to ensure your customers and employees know how to use it effectively?
Do you sell products online, but responding to your customers takes too much time?
Do not hesitate to contact me!
French
Native or bilingual
English
Fluent
Remote only
Primarily works remotely
Experience
- M-Power (autoentreprise)Customer Relations ConsultantCONSULTING AND AUDITSJune 2022 - Today (4 years)Reims, FranceI help SMEs (SaaS, e-commerce) save time and money through their customer service.I take care of those who take care of your customers.If you are alone, or in a small team, I will teach you how to save hours of work, be effective in your interactions, and enjoy dealing with your customers again.If you have your team, I will improve the employee experience within your Customer Care department.Audit, advice, processes, training, ...Because happy employees lead to:- employees who stay,- even more satisfied customers!
- AppleTrainer / Team Manager AppleCareTECHJuly 2009 - November 2016 (7 years and 4 months)IrelandI managed and trained the teams of the best technical hotline in the world.+ Evaluate, train, guide, and assist Applecare Advisors+ Create and optimize training materials+ Lead training and coaching sessions+ Ensure support consistency with various providers (BPO / Outsourcing management)
- SYKES ENTERPRISES, INCORPORATEDEMEA Product SpecialistTECHSeptember 2007 - July 2009 (1 year and 10 months)IrelandI was in charge of the quality of technical service (processes, training, tools, ...).+ In charge of all technical aspects of the support service for all European teams (approximately 100 people from 15 different countries):+ Respond to internal requests,+ Manage sensitive cases,+ Manage the relationship with the decision-making client (Eastman Kodak),+ Lead training sessions (onboarding, technical training, refreshers, updates, etc.),+ Provide technical assistance to teams on a daily basis,+ Manage teams and build cohesion+ Improve internal documentation (creation of an intranet) and working conditions.
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Education
- State Diploma (DÉ) level 6, Instructional Design ManagerOpenClassrooms2022Diplôme d'État (DÉ) de niveau 6, Ingénieur Responsable Pédagogique
- MarketingNEOMA Business School2003Marketing