Arkeiis

Customer operations professional with a strong performance track record and a solution-driven mindset. Experienced in high-volume customer operations, floor support, coaching, knowledge management, process improvement and client-facing operational discussions. I naturally look beyond day-to-day execution: I identify friction, understand root causes and turn operational issues into practical solutions that improve performance, efficiency and customer experience.

Expert Customer Advisor, AI Customer Support Account - TELEPERFORMANCE

(2026-04)

Manage production and complex customer cases in a fast-paced environment, balancing customer experience, accuracy, policy and productivity.

• Provide floor support and act as an operational reference for complex situations, helping agents unblock cases and reach reliable resolutions.
• Created a practical internal resolution assistant to reduce information-search friction and support faster, more consistent case handling.
• Support new-hire development through shadowing and operational guidance while maintaining personal production performance.
• Continuously identify process friction and propose practical improvements rather than limiting the role to task execution.

Expert Customer Advisor, Gaming Industry Account - TELEPERFORMANCE

(2025-04 - 2026-03)

• Achieved Top Performer status on the French market while sustaining 60-80 calls/day during peak periods; best day: 100 calls, with quality maintained.
• Provided floor support and operational guidance, becoming a reference point for peers and complex cases.
• Improved knowledge-base resources and created reusable case-note templates covering recurring case scenarios to streamline workflows and improve consistency.
• Supported new hires through follow-up, shadowing and coaching, helping translate procedures into practical day-to-day execution.
• Participated in QA round tables and client-facing meetings, contributing to KPI discussions, anomaly analysis, action plans, issue escalation and solution follow-up.
• Took a broader operational view of the account by connecting agent feedback, customer impact, performance data and process improvements.

Professional Client Account Management - CITYBANK

(2024 - 2024)

• Managed professional client accounts and maintained accurate follow-up across requests, account needs and service issues.
• Analysed client needs, coordinated resolutions and ensured clear communication throughout the account lifecycle.
• Developed strong skills in client relationship management, issue resolution, prioritisation and operational follow-through.

Sales Representative - SELECTRA

(2023 - 2024)

• Advised customers, identified needs and applied consultative sales techniques in a target-driven environment.
• Strengthened communication, negotiation, customer qualification and conversion skills.

Customer Service Advisor - WEBHELP

(2022 - 2023)

Built foundational expertise in contact-center operations, customer relationship management and service quality.

Digital Marketing / Web 3.0 - FREELANCE

(2020 - 2022)

• Worked on digital projects involving marketing, sales strategy, brand positioning and project coordination.
• Developed experience in independently driving projects and coordinating contributors around defined objectives.

Field Sales Representative - SOWEE / IBERDROLA

(2019 - 2020)

• Conducted direct customer acquisition and sales activities in the energy sector.
• Built autonomy, resilience, persuasion and customer-facing communication skills.

Baccalauréat - Management / Finance - Lycée Rabelais (2018 - 2019)