Open to opportunities

Florian Naffrechoux

@floriannaffrechoux

Message

Trilingual Customer Experience Analyst with strong sales and coaching skills.

Ireland

Message

What I'm looking for

I am looking for a role that fosters growth, values customer insights, and encourages collaboration.

As a dedicated Customer Experience Analyst at Telus International for Stripe, I have honed my skills in analyzing sales agents' performance and implementing new metrics to enhance customer satisfaction. My role involves conducting coaching sessions, calibrating with clients, and presenting insightful results that drive improvements in service delivery.

Prior to this, I served as a Customer Support Specialist, where I was responsible for investigating customer inquiries and providing tailored solutions. My experience in the fintech sector has equipped me with a solid understanding of customer needs and the ability to communicate effectively in French, Spanish, and English.

With a background in international business and a strong commitment to excellence, I am eager to leverage my skills in a dynamic environment that values innovation and customer-centric approaches.

Experience

Work history, roles, and key accomplishments

Current

Customer Experience Analyst

Current

Telus International - for Stripe

Jul 2021 - Present (4 years 1 month)

Analyzed sales agents' work in French, Spanish, and English. Conducted coaching sessions, calibrated with clients, and implemented new metrics to improve performance.

Sales Analysis Customer Experience Coaching Performance Metrics Multilingual Communication

Customer Support Specialist

Telus International - for Stripe

Aug 2019 - Jul 2021 (1 year 11 months)

Provided customer support for a Fintech company, investigating, researching, and advising customers. Specialized in various areas to resolve customer inquiries effectively.

Customer Support Fintech Problem Solving Customer Service Multilingual Communication

Export Sales Assistant

Fermob

Oct 2017 - Oct 2018 (1 year)

Managed customer follow-up and researched new customers. Supported agents and sales people, and assisted with communication plan development.

Sales Support Communications Planning Customer Relationship Management Market Research

Import and Export Sales Assistant

Le Verger de la Blottière

Dec 2015 - Aug 2016 (8 months)

Assisted with import and export sales operations as part of a work-study program. Gained practical experience in international business processes.

Import Export International Business Logistics Administrative Support

Customer Support Intern

Madara

May 2014 - Jul 2014 (2 months)

Provided customer support and actively sought new French customers during a first-year work placement. Focused on expanding the customer base and enhancing client satisfaction.

Customer Support Sales Communication

International Business Intern

Fleuron d'Anjou

Jan 2015 - Present (10 years 7 months)

Realized and followed export operations during a second-year work placement. Developed skills in managing international trade activities.

Export Operations International Trade Supply Chain Management Documentation Project Coordination

Education

Degrees, certifications, and relevant coursework

HECI Saint-Etienne

MBA, International Development Management

2016 - 2018

Completed an MBA in International Development Management, with the first year split between Dublin, Ireland (DBS) and León, Spain (Universidad de León). The second year involved a work/study program at Fermob in France.