Fabien Gilloury

Service Delivery and Customer Success Manager with global experience. Known for building high-performing teams, standardizing processes, and driving CSAT/NPS and retention. Strengths in KPI design (SLA, FCR, AHT), coaching programs that lift conversion and satisfaction, and cross-functional delivery with Product and Sales.

Specialties: CX/Support Operations, SLA/OLA Management, ITSM, Workflow Design, VOC/CSAT/NPS, Coaching, QBRs, Renewal/Upsell Support.

FCM TRAVEL - BARCELONA

CUSTOMER EXPERIENCE MANAGER Jan. 2023 - Jun. 2025

Elevated SLA compliance by 25 pp through workflow redesign, queue triage, and KPI-driven coaching, contributing to 90%+ SLA performance across key accounts.

Increased ticket resolution rate by 40 pp by standardizing knowledge base usage and instituting daily stand-ups and QA reviews.

Designed and delivered sales/CX coaching for 10 consultants, improving conversion rates for premium clients and lifting partner satisfaction scores.

Rebuilt service workflows for strategic accounts, reducing delays in handoffs and accelerating response and resolution times.

Recovered at-risk enterprise customers via root-cause analysis and remediation plan, improving SLA by 30 pp and securing renewal.

Partnered with Account Management and Sales to identify upsell opportunities and support retention motions through QBR inputs and service insights.

NSC GLOBAL - BARCELONA

THALES SERVICE DESK MANAGER May 2020 - Dec. 2022

Directed a team of 30 English-speaking support specialists providing IT and customer service to international clients.

Collaborated with client stakeholders to enhance product and service delivery, reducing backlog by 70 pp and increasing SLA to 90%+.

Supported sales renewal discussions by improving service quality, leading to higher client satisfaction and account retention.

Conducted regular performance reviews and personalized coaching, aligning team KPIs with business objectives.

LOGISTICS COORDINATOR & TRANSITION LEAD Nov. 2018 - Apr. 2020

Oversaw transition of operations from Atos to NSC Global, designing new workflows and coordinating a hybrid IT and logistics team.

Delivered continuous process improvements through data analysis and SAP reporting, ensuring operational continuity during handover.

IT SUPPORT TECHNICIAN Jul. 2017 - Nov. 2018

Provided technical support and customer guidance, improving ticket response efficiency and service satisfaction.

Simplified communication between technical teams and end users, strengthening client trust and retention.

SITEMINDER - LONDON

SENIOR SERVICE DESK ANALYST Feb. 2015 - Mar. 2017

Supported hotel clients with account management, complaints resolution, and system optimization on a global SaaS distribution platform.

Partnered with product and sales teams to identify upsell and process improvement opportunities for premium hotel partners.

Conducted a 3-month mission in Dallas office to assist the Service Delivery team with client onboarding and service enhancements.

ENI - NANTES

SYSTEMS AND NETWORK BACHELOR Jan. 2011 - Feb. 2014

Systems and Networking Fundamentals (Microsoft,GNU/Linux, Debian), Microsoft 365 Skills, Network Services, Scripting and Virtualization, Security and Data Management