RPG D&D
Mathieu Née
Operation Customer Expert 1
Lisbon
Summary
Dynamic customer service professional with extensive experience at BNP Paribas Fortis, excelling in complaint resolution and customer retention. Demonstrated expertise in ticket management and remote support, leveraging empathy and analytical thinking to enhance user satisfaction. Proven track record of training new hires and improving service metrics through proactive problem-solving.
Overview
2026
2026
years of professional experience
4
4
Languages
Work History
Help Desk Agent
European Commission
06.2021 - 11.2021
- Provided Tier 1 IT support to non-technical internal users through desk side support services.
- Used ticketing systems to manage and process support actions and requests.
- Maintained detailed records of customer interactions, documenting resolutions for future reference.
- Documented support interactions for future reference.
- Provided basic end-user troubleshooting and desktop support.
Retention Customer Service Representative
BNP Paribas Fortis
02.2022 - 05.2022
- Delivered accurate information regarding billing inquiries and assisted in resolving discrepancies quickly.
- Trained new hires on company policies, product offerings, and best practices for handling difficult customer situations.
- Answered customer telephone calls promptly to avoid on-hold wait times.
- Met or exceeded performance metrics regularly, demonstrating consistent dedication to providing exceptional service.
- Conducted thorough investigations of customer complaints, working diligently to find resolutions that satisfied all parties involved.
- Handled high-volume calls, ensuring top-notch customer service while maintaining professionalism.
- Increased customer retention rates by effectively addressing and resolving concerns in a timely manner.
Help Desk Agent
Ctif-cfi
- Resolved escalated issues by serving as subject matter expert on wide-ranging issues.
- Followed up with clients to verify optimal customer satisfaction following support engagement and problem resolution.
- Managed customers' expectations of support and technology functionality in order to provide positive user experience.
- Performed tests of functionality, security, and performance of different workstations and devices.
- Identified and solved technical issues using variety of diagnostic tools and tactics.
- Acted as liaison between end-users and higher-level support teams, ensuring seamless handoff when needed for more advanced problemsolving.
- Served as a reliable point of contact for users experiencing hardware or software problems, offering step-by-step guidance and solutions.
- Configured hardware, devices, and software to set up work stations for employees.
- Used ticketing systems to manage and process support actions and requests.
- Provided basic end-user troubleshooting and desktop support.
Retention Customer Service Representative
Voo
12.2022 - 02.2023
- Maintained detailed records of customer interactions and shared insights with the team for continuous improvement efforts.
- Offered proactive solutions to common issues faced by customers, reducing the need for further contact and increasing overall satisfaction levels.
- Offered personalized assistance based on each client''s unique situation, leading to higher success rates in retaining customers.
- Utilized CRM software efficiently to track customer interactions and ensure proper follow-up on pending issues.
- Assisted customers with account updates and plan changes to optimize their satisfaction and loyalty.
- Worked closely with other departments as needed to resolve complex customer issues efficiently.
- Investigated and resolved customer inquiries and complaints quickly.
- Responded to customer requests, offering excellent support and tailored recommendations to address needs.
- Met customer call guidelines for service levels, handle time and productivity.
- Educated customers about billing, payment processing and support policies and procedures.
- Delivered prompt service to prioritize customer needs.
Retention Customer Service Representative
Vivaqua
06.2023 - 11.2023
Operation Customer Expert 1
Teleperformance Portugal
01.2024 - Current
- Self-motivated, with a strong sense of personal responsibility.
- Excellent communication skills, both verbal and written.
- Proven ability to learn quickly and adapt to new situations.
- Skilled at working independently and collaboratively in a team environment.
Education
High School Diploma - Germanic Languages
Collège Notre Dame De Bonne Espérance
Vellereille-lez-brayeux06.2007
Skills
Empathy and patience
Ticketing system expertise
Training and mentoring
Follow-up skills
Stress tolerance
Remote support
Customer service
Ticket management
Technical issues analysis
Service support
Complaint resolution
Issue escalation
Product knowledge
Verbal and written communication
Active listening
Analytical thinking
Call center operations
Product training
Teamwork and collaboration
Remote technical support
Multitasking
Friendly and patient
Interests
Video games
Music metal & rock
Heroic fantasy & space opera
Timeline
Operation Customer Expert 1
Teleperformance Portugal
01.2024 - Current
Retention Customer Service Representative
Vivaqua
06.2023 - 11.2023
Retention Customer Service Representative
Voo
12.2022 - 02.2023
Retention Customer Service Representative
BNP Paribas Fortis
02.2022 - 05.2022
Help Desk Agent
European Commission
06.2021 - 11.2021
Help Desk Agent
Ctif-cfi
High School Diploma - Germanic Languages
Collège Notre Dame De Bonne Espérance