Florent Vosse

AI Business Analyst & Customer Support Representative with 10+ years of experience blending social media management and frontline support to resolve complex inquiries and retain high-value accounts. Proven track record of improving response quality by documenting standard workflows, reducing repeat billing tickets, and optimizing multi-channel queues to consistently exceed service level agreements (SLAs). Expert at translating customer pain points into actionable insights for AI development and product teams.

Seeks to leverage advanced bilingual communication skills and data analytics experience to enhance customer satisfaction, refine AI model training, and boost overall team efficiency.

AI Business Analyst / Product Manager at New Vision Concept (2024-01 – Present)

• Analyzed user behavior patterns and feature adoption rates to inform product roadmap prioritization decisions.
• Built automated reporting workflows that consolidated data from three systems into weekly executive dashboards.
• Gathered requirements from sales, engineering, and support teams to define AI feature specifications.
• Designed A/B testing framework to measure conversational AI accuracy improvements across customer segments.
• Trained product and marketing teams on Analytics dashboards to track AI product performance metrics.
• Documented technical user stories and acceptance criteria for six machine learning model enhancements.
• Validated data quality issues in CRM integration and proposed schema changes adopted by engineering.

Social Media Specialist at New Vision Concept (2014-01 – 2023-12)

• Increased brand awareness and engagement by creating and implementing social media strategies.
• Managed Facebook, Instagram, and Twitter to drive traffic and generate an average of leads per month.
• Developed and curated graphics, videos, and blog posts, resulting in a follower growth.
• Analyzed social media analytics to optimize performance and improve campaign effectiveness.
• Collaborated with cross-functional teams to ensure brand consistency and align marketing objectives.
• Launched a weekly editorial calendar in Hootsuite, increasing post consistency across three channels.
• Designed A/B-tested Facebook ad sets that lowered cost-per-click and improved ad relevance.
• Built influencer outreach program that secured sponsored posts with local creators for campaigns.
• Compiled monthly Google Analytics reports highlighting traffic sources and content conversion trends.
• Produced short-form video content optimized for Instagram Reels and TikTok to boost engagement.
• Maintained content approval workflow in Trello, reducing publication errors and missed deadlines.
• Responded to customer inquiries via social channels, resolving issues and preserving brand reputation.

Customer Support Representative at Nexone (2021-03 – 2021-07)

• Managed incoming support inquiries via chat and tickets.
• Followed SOPs and escalated complex issues as needed.
• Provided organized customer support focused on improving experience.
• Used advanced French (written and oral) for effective communication.
• Resolved escalated billing disputes via Zendesk, reducing repeat tickets.
• Documented troubleshooting and updated internal KB to cut resolution time.
• Monitored ticket queues and prioritized urgent issues to reduce backlog.

Customer Support Specialist at Concentrix (2021-01 – 2021-04)

• Answered inbound customer calls and chats, resolving billing questions in one interaction.
• Handled escalated complaints, regained customer confidence and retained accounts.
• Documented call outcomes and troubleshooting steps in CRM to keep records complete.
• Calmed upset customers with de-escalation and provided clear next-step timelines.
• Managed simultaneous phone and chat queues, maintained service levels during peaks.

Uniforms Sales Representative at Cintas (2019-06 – 2020-12)

• Prepared professional line sheets and sample kits for buyer meetings, improving product clarity in pitches.
• Scheduled and executed weekly delivery routes, cutting late deliveries through tighter sequencing.
• Reviewed account purchase histories in CRM to recommend optimal reorder timing and reduce stockouts.
• Negotiated contract terms and pricing with facility managers, securing multi-month uniform service agreements.
• Onboarded new client contacts on program policies and billing cycles, reducing billing questions after launch.

Certificate in Community Manager / Social Media Management – Formalis (2018-01 – 2020-08)

Certificate in Digital Marketing – EMWEB (2014-09 – 2016-06)