Florent Depalle

• Bilingual (English/French) Customer Support Specialist delivering prompt, courteous and reliable service across phone, email and live chat for a global business-to-business assessment provider. Expert at troubleshooting account, order and technical queries, maintaining SLAs, building customer rapport, and identifying upsell opportunities to drive revenue and deepen client relationships.

• Acted as first point of contact for incoming customer and internal queries —covering account registration, certification verification, order placement, technical issues and complaints—ensuring 24 hr turnaround in line with company SLAs.

• Resolving practitioner platform queries (campaign setup, questionnaire distribution, report generation) and guiding new users through our assessment tools.

• Managed and updated customer records in CRM; verified addresses, contact details and delivery preferences to maintain data accuracy and enable seamless order fulfilment.

• Collaborated closely with Sales and teams to upsell and cross-sell complementary products and training courses.

• Escalated complex or technical issues to IT, Product and Training-Partner teams, tracking progress and keeping clients informed at every step to uphold a positive service experience.

• Assisted global training partners by handling forwarded enquiries and supporting them in driving local revenue growth.

• Maintained expert knowledge of MS Office (Word, Outlook, Windows) and CRM platforms; leveraged Excel and PowerPoint to produce ad-hoc reports and presentations for internal stakeholders.

• Employed strong problem-solving, multitasking and interpersonal skills to work effectively under pressure in a fast-paced, multicultural environment.

- Serving as the primary point of contact for complaints and escalating issues as appropriate across all departments (delivery, sales, pre-sales, and returns)
- Monitoring commercial activity performance using key metrics and preparing reports for company directors
- Developing growth strategies focused on both financial gain and customer satisfaction
- Conducting research to identify new markets, suppliers, and customer needs
- Promoting the company's products and services while addressing and establishing sales objectives
- Maintaining sales records and analyzing sales statistics
- Building long-term relationships with key clients and providing trustworthy feedback and after-sales support
- Cultivating long-term relationships with new and existing customers, addressing customer concerns and complaints
- Establishing and maintaining profitable partnerships with key stakeholders and advising clients on creating profitable processes
- Ensuring adherence to contract terms by both the company and clients
- Analyzing competition to discover new ways to retain customers
- Setting sales and revenue targets and diligently working to achieve them
- Collaborating with internal teams to address customers' needs
- Providing support for the UK sales team

Gather information from customers regarding their IT issues
- Identify and troubleshoot technical faults
- Monitor work in progress and document issues and resolutions
- Update and maintain online databases
- Conduct routine checks on equipment such as printers, projectors, and IT networks
- Set up new equipment and implement system upgrades
- Provide training to users on new software, both in-person and online