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Kouakou Hilaire Yso

@kouakouhilaireyso

Customer Service Manager at Indemniflight, who improved response handling by 20% with Zendesk and generative AI.

At Indemniflight, I managed a remote team of 10 customer advisers handling complex air travel disputes. I coordinated passenger compensation requests under CE 261/2004.

I configured Zendesk and integrated generative AI writing copilots, accelerating response handling by 20%.

At Provitalia, I developed a portfolio of more than 150 active B2B and B2C clients through field prospecting, negotiation, and closing. I also managed a team of 10 advisers and coached five salespeople; the sales team achieved average monthly revenue growth of 4%.

Earlier, at Webhelp on the SFR project, I handled technical and billing requests, customer complaints, and direct sales of fiber and mobile plans, reaching 120% of targets. My experience also includes B2B prospecting at PC Connect and insurance telesales at Mac Center.

Experience

Work history, roles, and key accomplishments

Manager Service Client

Indemniflight

May 2023 - Apr 2026 (2 years 11 months)

Recruited, integrated, and supervised a remote team of 10 advisors handling complex airline dispute resolution. Coordinated passenger compensation claims under EU regulation CE 261/2004 and configured Zendesk CRM with generative AI tools, accelerating response processing by 20%.

Zendesk CRM Generative AI Team Management Remote Team Leadership EU261 Regulation Customer Service Dispute Resolution

Manager Service Client et SAV

Provitalia

Dec 2020 - Apr 2023 (2 years 4 months)

Developed B2B/B2C portfolio, managed after-sales service, disputes, and collections. Managed, recruited, and trained a team of 10 advisors and 5 sales representatives, achieving an average monthly revenue growth of 4%.

B2B Sales B2C Sales Customer Service after sales services Dispute Resolution Team Management Recruitment Training Performance Evaluation Payroll

Conseiller Client — Projet SFR

Webhelp

Oct 2019 - Nov 2020 (1 year 1 month)

Handled technical and billing requests from telecom subscribers, performed direct sales of fiber and plans, and managed complex complaints and retention, achieving 120% of targets.

Customer Service Technical Support Billing Sales Fiber Retention Complaint Handling Telecommunications

Chargé de Clientèle & Commercial

PC Connect

Sep 2017 - Oct 2019 (2 years 1 month)

Conducted active B2B prospecting, emailing, and phone negotiations with professional clients.

B2B Prospecting Email Marketing Phone Based Negotiation Sales

Conseiller en Assurance — Téléprospection

Mac Center

Apr 2017 - Jun 2018 (1 year 2 months)

Conducted B2C telemarketing, sold health and savings insurance contracts, and created sales scripts. Handled objections, closing techniques, and portfolio retention.

Telemarketing B2C Sales Insurance Objection Handling Closing Customer Retention

Stagiaire Forfaitiste

Unknown

Jun 2016 - Sep 2016 (3 months)

Developed and priced custom tour packages for individuals and groups, and managed relationships with hotel and transport providers to maximize agency margins.

Tourism Tour Packages Pricing Supplier Relations

Stagiaire Night Auditor

Unknown

Jun 2015 - Sep 2015 (3 months)

Performed daily accounting closure and verification, controlled cash and billing, and handled front desk duties including check-in/check-out for international luxury clientele.

Night Audit Accounting Frontdesk Customer Service Luxury Hospitality