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@anthonyfrancis
Trilingual customer experience professional with 14 years of success.
With over 14 years of experience in customer success across both B2B and B2C sectors, I have honed my skills in understanding customer needs and building strong relationships. My journey has taken me through various roles, including Sales Representative and Customer Care Specialist, where I have consistently delivered real value and positive experiences to clients.
At Mercedes-Benz HQ, I managed the full customer journey, ensuring a premium experience aligned with brand values. My proactive approach in identifying customer pain points and delivering tailored solutions has significantly reduced churn and increased customer loyalty. I am passionate about leveraging AI tools to enhance customer interactions and streamline processes, which has allowed me to maintain top satisfaction scores and exceed sales KPIs consistently.
Now, I am eager to transition into a dedicated Customer Success role, where I can combine my service-oriented mindset with strategic initiatives to create long-term impact. I believe in the power of collaboration and am excited to work with cross-functional teams to drive customer satisfaction and success.
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Work history, roles, and key accomplishments
Stock-Pro
May 2023 - May 2024 (11 months)
Provided personalized product recommendations and ongoing support to clients, increasing loyalty and repeat engagement. Proactively identified customer pain points and delivered tailored solutions, reducing churn. Maintained consistent remote communication and built long-term client relationships.
Mercedes-Benz HQ
Feb 2020 - May 2023 (3 years 3 months)
Managed the full customer journey, from first contact to post-sale support, ensuring premium experience aligned with brand values. Cultivated client relationships through attentive service and expert product knowledge. Collaborated with cross-functional teams to resolve issues promptly.
NomadeShop
Nov 2017 - Mar 2019 (1 year 4 months)
Developed and led a sales incentive program, resulting in improved team performance and customer satisfaction. Handled complex customer concerns and complaints, turning negative experiences into long-term loyalty.
SNCF
Mar 2017 - Sep 2017 (6 months)
Focused on call center operations, delivering frontline support via phone, email, and social channels. Maintained professional and empathetic communication, even during high-pressure periods.
Ouibus
Nov 2015 - Feb 2017 (1 year 3 months)
Supported passengers before, during, and after their travel, handling inquiries and complaints effectively. Analyzed customer feedback data to identify recurring service issues and propose solutions.
RyanAir
Sep 2012 - May 2014 (1 year 8 months)
Assisted travelers with booking, ticket modifications, and flight information while maintaining high service standards in a fast-paced environment. Provided multi-channel support and ensured accuracy in customer records.
Travelex
Feb 2012 - Sep 2012 (7 months)
Handled international money transfers and managed front-desk customer interactions, ensuring accuracy in transactions and providing assistance with currency exchange services.
Degrees, certifications, and relevant coursework
Bachelor's Degree, Customer Service
2017 -
Studied customer service and support, focusing on effective communication and customer relationship management.
Baccalaureate, Letters
2014 -
Completed Baccalaureate in Letters, emphasizing critical thinking and communication skills.
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