À propos de Yannick
Seven years of experience in operations and strategy in the tech industry, I develop solutions that drive efficiency, reduce costs, and drive innovation within operations teams. I'm currently working in AI projects aimed at supporting and improving customer-facing teams.
Anglais
Bilingue ou natif
Français
Bilingue ou natif
Espagnol
Bilingue ou natif
Allemand
Notions
Accepte de travailler sur site
Paris (jusqu’à 50 km)
Expériences
- AnkorstoreLead Operations Change & Innovationmars 2024 - Aujourd'hui (2 ans et 3 mois)Paris, France- Led operations strategy and innovation at Ankorstore to boost efficiency, cut costs, and improve customer satisfaction.- Developed and executed an AI strategy to enhance the effectiveness of customer-facing teams.- Managed a team focused on strategic projects, change management, process improvements, and AI initiatives to support our customers
- AnkorstoreStrategy and Operation Managerjanvier 2022 - mars 2024 (2 ans et 2 mois)Paris, France- Launched new customer contact channels: phone (Aircall), chat (SF), and WhatsApp.- Developed case prioritization systems and workflows in SF to optimize response times.- Implemented a knowledge management tool with FAQs and an internal KB (MAYDAY).- Led product improvements to enhance the handling of 50% of customer cases.
- GetaroundCustomer Operations Managerseptembre 2019 - février 2022 (2 ans et 5 mois)Paris, France- Revamped the CRM (Zendesk) and managed change to improve customer contact workflows.- Managed forecasts and budgets for six markets supporting 150 employees.- Introduced a system to boost customer insights and implemented product improvements, including a knowledge base and quality program.- Optimized the customer contact journey.
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Formations
- Bachelor's Degree, Economics, Leadership & GovernanceUniversidad de Navarra2018Bachelor's Degree, Economics, Leadership & Governance
- Master in Decision Making & InnovationUniversidad de Alcalá2019Master in Decision Making & Innovation