Nicolas BIENVENU

En résumé

Entreprises

• Squarespace - Supervisor

  2014 - maintenant Channel Management
  
  * Monitoring email and live chat channels ;
  * Balancing tier 1/tier 2 (L1/L2) ticket queues to optimize wait times for customers
  * Identify and manage platform outages. Point of contact between the engineers and advisors.
  * Filter and direct specialty escalations ;
  * Sort through suspended queue to unflag valid customer inquiries from spam
  * Ensure assigned tickets are being properly answered in ZenDesk
  * Manage chat wait times in Zopim (Live Chat software)
  
  Internal Support
  
  * Provide troubleshooting, process, and product support via Slack ;
  * Answer escalated cases ;
  * Provide immediate coaching to on-shift advisors ;
  * Act as communication channel lead between managers, engineers, specialty teams, and advisors ;
  * Create CARE and SRE in the Atlassian JIRA platform ;
  * Audit tickets/live chats and providing guidance when needed
  * Investigate issues concerning internal and third party tools
  * Create and facilitate product/process training within team units
  * Ability to take over Live Chat supervisor requests
  
  Operational Efficiency
  
  * Provide feedback on operational inefficiencies in advisor workflow and ticket lifecycle
  * Screen escalated tickets for known issues. Facilitate the de-escalation of tickets to advisors
  * Move advisors between Email and Live Chat
  * Manage staffing deficiencies

• LinkedIn - Enterprise Account Analyst ((EMEA, NA, APAC)

  Paris 2013 - 2013 Key Responsibilities
  
  * Dealing with global clients (EMEA, NA, APAC) in a multi-channel environment including email, phone and chat. (Salesforce and RightNow).
  * Absorbing product knowledge, mentoring new staff, building relationships with the sales team (Relationship Managers, Account Executives, Recruitment Product Consultant)
  * Train and on-board new clients (webinars) on using the key product Recruiter and subscriptions.
  * Identify client's knowledge gap and deliver of key elements with clear training.
  * Contributing to One LinkedIn by identifying opportunities for process efficiencies, positively challenging processes that are not putting customers first.
  * Meet and excel targets for the Enterprise Account team including customer satisfaction, productivity, SLA's and quality goals.
  * Document all communications, collate data and drive insights.
  * Actively participate in the decision making process through activities such as pilots and new programs.

• Squarespace - Customer Care Advisor

  2013 - 2014 Key Responsibilities
  
  * Respond quickly to customer-submitted email requests and live chats
  * Maintain a quality of more than 85% CSAT at a pace of 10 cases investigated p/h.
  * Troubleshoot and guide customers through website setup,
  * Update guides, Knowledge Base and FAQ entries ;
  * Handling training, coaching and mentoring of new advisors
  * Acting as a point of contact, senior contact in the absence of the Team Lead
  * Specialty in Trust and Safety

• eBay - Community Watch - Fraud Investigations/Security/Trust and Safety - Customer Solution Agent

  PARIS 2010 - 2012 Key Responsibilities
  
  * Supporting the daily needs of members on a wide variety of queries, ensuring resolution and satisfaction.
  * Assisting the site's members by investigating reports and escalating when necessary
  * Executing prompt actions to ensure the website's safety and avoiding potential legal prosecutions.
  * Providing education to members on policies and legal situations.
  * Reporting and developing various projects related to legal policies to ensure improved
  communication
  * Support the legal team (VeRO program).
  * Mentoring, on-boarding new team members ;
  * Ensuring to provide the safest and cleanest site possible for the community. ;
  * Contributed to candidates interview

• AER LINGUS - Reservation, client support and web coordinator

  2008 - 2010 Key Responsibilities
  
  * Handling telephone bookings and troubleshooting on behalf of Aer Lingus.
  * Identifying consumer needs and provide prompt resolution to queries.
  * Solving emergency and technical situations related to the reservation systems.
  * Advising passengers accurately of cancellation and schedule changes.
  * Up-Selling travel insurance, hotel, car hire and follow up when necessary.
  * Responding to requests for quotations using travel automated reservations systems (Astral, Sabre,

Formations

• IBAT College Of Dublin (Dublin)

  Dublin 2016 - maintenant Diploma
  
  Cyber and Digital Security
  
  Internet Trust and Safety and Security
  Supervised and accredited in association with the Global Institute of Cyber, Intelligence and Security
  (GICIS)
  
  Modules
  
  * Introduction to Information Security Fundamentals & Best Practices ;
  * Protecting Your Computer & its Contents ;
  * Securing Computer Networks - Basic of Computer Networking Theory
  * Sec

• UNIVERSITY TOULOUSE

  Toulouse 2002 - 2005 Bachelor of Arts - Deug/License
  
  Specialty in Archives and Administrative Management - Preservation of historical heritage