Nicolas Huot Email & Phone Number

Sindelfingen, Baden-Württemberg, Germany

- Respond to customers inquiries- Acknowledging and resolving customer complaints- Keeping records of customers interactions, complaints- Ensure customer satisfaction - Provide professional customer support- Amazon Support

- Supervision of the Teams Account Managers and Business Developers- Build and maintain strong business relationships with new and existing partners- Integration of XML/JSON remote feeds- Forecast and track account performances- Ensure daily KPI targets are met

-Access the client’s knowledge management system in order to edit product information and proceed with the translation, maintenance, and addition of information that will facilitate the CSSs handling of the transactions-Assist associates with Customer situations by offering guidance and solutions on a daily basis-Provide training material for CSSs for major changes in processes, product knowledge or when requested by the client -Cooperate closely with the client in matters related to knowledge management projects or tasks-Is a focal point of dissemination of information from management to team and vice versa-Suggest and inform the Management team on any matters related to improving knowledge management and product knowledge in the operation-Work with lab equipment to mirror User inquiries and define the best solution to cover the respective needs-Gather feedback from the CSSs in regards to new/emerging issues and proceed to the necessary escalation to the Client-Conduct periodically inventory checks and make sure that all products used for lab are functional, intact and accessible to all CSSs-Attend recurrent trainings published by the Client/Company on a regular basis-Other duties as assigned-Coach associates according to feedback delivered-Meet with ACM on a weekly basis to plan, strategize, and review department performance-Motivate and inspires team through leading by example, offering incentive opportunities and developing confidence with each team member- Analyze operational trends and supports the team members to improve their performance

United States

-Manual Lead Generation-Inbound lead management (from marketing campaign)-Prospect calls/Demo conference-Proposal creation (proposif.biz)-Invoicing (Xero.com)-Onboarding calls-Close collaboration with marketing for FB campaign setup and optimization-Weekly reporting (Spent, pain points, leads received, next step, next value prop to send)-Sales email sequences content creation and tech setup for outreach (quickmail.io)-Marketing/ Nurture email sequences content creation and tech setup for outreach (quickmail.io)-Personalized feedback via video for potential customers (using loom, ViewedIt or Screencastify)-Freelancers management (VA, Video, designers, copywriters)-Daily task assignment for freelancers and Master Task Google Sheet Management-Other nonscalable task related to startups.

London, United Kingdom

-Manual Lead Generation-Inbound and outbound sales calls-Product Demo-BANT Call-Onboarding calls-Freelancers management for lead generation, using Slack, Skype, and Upwork.-Weekly meeting report preparation to monitor KPI weekly and set the goals for the upcoming week(s)-Inbound lead management (from marketing campaign)-Inbound and outbound calls-Sales Sequence creation both content and technical setup (quickmail.io and dripemail.com)-Marketing sequence content creation and setup of the: pool river approach. (intercom)-Close relation with the Customer Success Team to establish and optimize customer persona to help for the lead generation targeting.-Customer Success feedback for to customize the email content depending on the country to target.-Other nonscalable task related to startups.

Technical support Specialist for Kaspersky Lab for the French team as phone agent-Technical support for all activation issues regarding Kaspersky Lab products-Technical support for all updates issues regarding Kaspersky Lab products-Technical support for all upgrade/download/installation issues regarding Kaspersky Lab product-Technical assistance and guidance in case of virus infection or PUP (potentially unwanted program)- Assure customer satisfaction (Measured via email and IVR survey), as well as customer loyalty to Kaspersky Lab products-Achieve KPI set by the management ( AHT, CSAT,QA)--English Phone support backup, French Web Team backup

Greece Athens

-Training material creation-Floor assistance (issue identification, and take the calls when needed)-Call monitoring (QA form), coaching, and establishing follow up- Individual and group coaching in order for the agent to improve certain either sales technique of knowledge - KPI Monitoring through internal tools, agent results, call listening, side by side monitoring,-Call verification (after every sale achieved, a call was given to the customer in order to verify the data provide and to fix a date of delivery)-Handling of courier issue (when the customer was receiving the package but wanted further information, or wanted to cancel we were calling in order to save the sell)-In charge of the schedule for the entire desk-Creation and update of the daily production report-Client escalation

Greece Athens

Supervisor for the Microsoft Up and Running quadrant-Assure the launch of the project with the assistance of other senior supervisors from other Teleperformance sites-Floor assistance( quick issue identification, and resolution provided to CSS on the floor)-KPI Monitoring through internal tools, agent results, call listening, side by side monitoring, and survey received from customers-KPI improvement through action plan established using the TOPS methodology -Call Monitoring, email monitoring, incoming calls monitoring -Individual and group coaching in order for the CSS to improve certain skills (for example : Scenario practice for soft skills, assessment for technical skills,..)-Daily,weekly, monthly follow up on the CSS which have been coach in order to praise them in improvement is shown, or use another coaching technique if no improvement us shown-Daily meeting with supervisors and ACM In order to resume result of previous day,follow up on existing target and establish target on daily, weekly and monthly base-Escalation point of contact. This consisted of report to Microsoft Partner Leads all issues we encountered regard lack of processes, not applicable processes, new issues and improvement suggested with help of the CSS feedbacks. Escalation sent via email, using a specific SharePoint and followed up during a weekly call

Greece Athens

Training Coordinator for the Microsoft Project-Review and organize training content.-Organize training schedule with the help of the Training Content Developer -Supervision of the development of the training delivered for both Sales and Pre-Technical support-Credential creation and access right privileges provided to trainees (with collaboration of IT leads)-Communication with Microsoft Global Training Team in order to point out issues faced, training development, improvement and changes request-Collaboration with trainers in order to spot issues and report them (either to Microsoft Global Training Team or in Teleperformance Hellas)-Daily reporting to Teleperformance Hellas training manager with training status, assessments result-Resolution of technical issues on the spot (in collaboration with IT teams and help desk team)

Greece Athens

Customer support for Symantec Enterprise client for both French and English Support via telephone and email assistance-Presales advise for backup and protection solution for Symantec distributors and resellers-Presales advise for backup, protection solution for end user customers-Assistance for licensing managing,inventory and re-assignment through internal tool(licensing portal)-Assistance with licensing renewals by providing part numbers, prices and re-directing to Symantec partners-Pre-Technical assistance to end user customer, and when needed rerouting to technical support-Assure customer satisfaction (Measured via and IVR survey), as well as customer loyalty to Symantec Products

Deug, Economic And Management

Education record

Education record