# Grégoire Bougnot

Grégoire Bougnot is a remote worker on Himalayas, Customer Success Consultant at SNCF, based in Spain.

Source: https://himalayas.app/@grgoirebougnot

```text
Customer Success Consultant at SNCF who reduced repeat customer contacts by 18% through analysis of service requests.
```

| Detail | Value |
| --- | --- |
| Availability | Looking for a job |
| Location | Spain |
| Authorized to work in | Spain |
| Salary expectations | 40k+ EUR |
| Job categories | Customer Support Specialist, Customer Success Manager, Team Lead |
| Skills | Customer Success Management, Customer Support Operations, Escalation Management, Customer Satisfaction, SLA Monitoring, KPI Monitoring, Process Improvement, Customer Case Management, Financial Services Operations, Reporting, Data Analysis, Knowledge Base Development, Workflow Optimization, Onboarding, Training |

## About

```text
At SNCF, I analyzed more than 150 customer requests per week, helping improve response quality and reduce repeat contacts by 18%. I also handled sensitive, high-priority cases while maintaining a CSAT score above 92%.

At Arvato Financial Solutions, I managed and coached a team of customer success agents in the French market. I helped improve team performance by 15% year-on-year and maintained SLA compliance above 95% through KPI monitoring, coaching, and operational coordination.
```

## Experience

### Customer Success Consultant

SNCF. Jan 2023 - Jan 2025

```text
Analyzed 150+ customer requests per week to identify recurring issues, improve response quality, and reduce repeat contacts by 18%. Managed complex and high-priority customer cases, maintaining a CSAT score above 92%.
```

Skills: Customer-Success, Customer-Support, KPI-Monitoring, Escalation-Management, Process-Improvement, Data-Analysis, Reporting, Collaboration, Workflow-Optimization

### Team Leader Customer Success, French Market

[Arvato Financial Solutions](https://himalayas.app/companies/arvato). Jan 2018 - Jan 2023

```text
Managed and coached a team of 10+ customer success agents, improving team performance by 15% year-on-year. Oversaw 3,000+ monthly customer cases in a high-volume financial services environment, maintaining SLA compliance above 95%.
```

Skills: Team-Leadership, Coaching, KPI-Monitoring, SLA-Compliance, Escalation-Management, Financial-Services, Customer-Success, Reporting, Process-Improvement

## Education

### Lycée Saint-Jean

Baccalauréat, Hospitality & Catering. 2011 - 2013

```text
Completed a Hospitality & Catering Baccalauréat at Lycée Saint-Jean in Limoges from 2011 to 2013.
```

### Google

Basic and Advanced Data Analytics Specialization, Data Analytics

```text
Completed the Basic and Advanced Data Analytics Specialization from Google.
```

### Microsoft

Microsoft Power BI Data Analyst, Data Analysis

```text
Completed the Microsoft Power BI Data Analyst certification from Microsoft.
```

### Google

Computer Science Training, Computer Science

```text
Completed Computer Science Training from Google.
```

### University of Amsterdam

Basic Statistics, Statistics

```text
Completed Basic Statistics course from the University of Amsterdam.
```

## Tech stack

- Salesforce
- Zendesk
- Jira
- Google Workspace
- Microsoft Excel
- Avaya
- SQL
- Power BI

To contact Grégoire, message them from this profile with a Himalayas employer account: [Hire on Himalayas](https://himalayas.app/hire).

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