nova Boucher
@novaboucher
Results-driven customer service professional with extensive B2B and B2C experience.
What I'm looking for
I am a results-driven customer service professional with extensive experience in both B2B and B2C environments. My expertise lies in utilizing CRM systems effectively, managing orders, and providing technical support, all while maintaining a strong focus on customer satisfaction. I take pride in my ability to resolve issues quickly, as evidenced by my impressive 82% First Call Resolution (FCR) score. My multilingual communication skills in English, French, and Spanish, along with basic Dutch, enable me to connect with diverse clients and drive measurable improvements in service delivery.
Throughout my career, I have achieved significant milestones, such as streamlining the customer inquiry resolution process to boost FCR and resolving complex logistics and payment issues that have led to increased customer satisfaction. My collaborative approach has allowed me to work across departments to translate and optimize web content, enhancing user experience and reducing technical errors. I am passionate about delivering exceptional service and continuously seek opportunities to improve processes and outcomes.
Experience
Work history, roles, and key accomplishments
B2B Sales & Fraud Analyst
BELSIMPEL
Apr 2024 - Jan 2025 (9 months)
Assisted wholesaler clients across France, the UK, and Spain with tailored business solutions, contributing to an 82% First Call Resolution score. Monitored client orders, resolved transportation and payment issues, and conducted dispute analysis with the fraud department.
Customer Service Specialist
BELSIMPEL
Mar 2023 - Apr 2024 (1 year 1 month)
Delivered prompt support via phone and email for inquiries on products and orders using CRM tools. Managed order tracking and provided technical support for device-related issues while collaborating with teams to optimize delivery methods.
Sales Assistant & Customer Service Agent
ZARA
Mar 2021 - Aug 2022 (1 year 5 months)
Provided exceptional customer service by assisting with product selection and transactions. Maintained knowledge of current collections and supported visual merchandising efforts to enhance the shopping experience.
Intern
Emeritus Law
Mar 2021 - Aug 2021 (5 months)
Conducted legal research on child protection and inheritance laws, producing case briefings for ongoing cases. Assisted associates with research and case studies, ensuring accuracy and attention to detail.
Education
Degrees, certifications, and relevant coursework
University of Groningen
LLB, European & International Law
British International High School
Advanced Levels, General Certificate Of Secondary Education
Tech stack
Software and tools used professionally
Availability
Location
Authorized to work in
Job categories
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