Frederic Guiraud

Experience

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  SELLBYTEL Spain

  Feb 2003 - Feb 2003

  1st Line Analyst
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  Colt Technology Services

  Mar 2004 - Dec 2004

  Remote Desktop Support Engineer
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  SELLBYTEL Spain

  Jan 2005 - May 2005

  1st Line Analyst
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  Citi

  Jun 2005 - Sept 2008

  Designing server infrastructure for projects in Data Centers or office branches:- Installation, configuration and maintenance of Windows 2000/2003 - Documenting projects from design to support before passing the support of the servers to production team (24/7 Helpdesk) Line manager of 35 First Line Analysts in a service desk providing IT support to Citi employees (in English)

  • Project Manager

    Jan 2008 - Sept 2008

  • System Administrator/Desktop Support Engineer

    Dec 2006 - Dec 2007

  • Service Desk Team Leader

    Mar 2006 - Nov 2006

  • Remote Desktop Support Engineer

    Jun 2005 - Feb 2006
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  Colt Technology Services

  Nov 2008 - Oct 2009

  1st Line Analyst

  Providing 1st line technical support to Unix and Microsoft servers hosted in Colt Data Centers

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  Freelance

  Nov 2009 - Aug 2011

  • Technical Support Engineer

    Nov 2009 - Aug 2011

  • IOS Developper

    Nov 2009 - Aug 2011
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  Computacenter

  Aug 2011 - Dec 2012

  Service Desk Team Leader

  Line manager of 20 First Line Analysts in a multilingual service desk of 170 employees providing IT support to Airbus employees - Implementing service improvement solutions- Dealing with day to day operations- Main point of contact for the team- Handling customers' escalations- Monitoring quality and productivity of service- Recruitment- Liaise with administration (HR, project managers)

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  CPM UK Limited

  Jan 2013 - Oct 2014

  Service Delivery Manager

  Service Delivery Manager of a multilingual service desk of 150 employees (9 Team Leaders, 1 Training Manager, 1 Training Assistant, 1 Real Time Manager, 1 Reporting Executive and 137 agents) providing customer service to Airbnb's customersClient Relationship Management - Maintain close relationship with client - Provide insights to customer on possible service improvements - Implementations of changes according to client's needsOperation Management - Reporting and analysis - Workforce/resource Management - Setting up strategy for Quality and Performance ManagementPeople Management - Recruitment - Coaching - Motivating the team Show less

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  Airbnb

  Nov 2014 - Feb 2021

  CX Operations Manager

  Report directly to the Head of Customer Experience for EMEA to set goals, policies and best practices for the teams responsible to handle customers’ issues. Ensure new directives are properly communicated and executed by working with their direct reports, CX Leads.Responsibilities:Metrics Accountability• Manage and utilize metrics to drive positive change in areas such as Service Level Agreements, Productivity, Customer Satisfaction, Quality, NPS and Contact Rate.• Work with direct reports to find learnings from real life situations to set and improve metric-based goals; consistently drive teams towards higher performance and quality expectations.• Monitor costs and losses incurred by managing team’s contribution to the greater Customer Experience budget.Employee Happiness• Ensure employee happiness by working with Leads to create strong connections with the whole team and utilize effective communication to help translate the Mission of Airbnb into meaningful and clear goals.• Keep a regular and open line of communication with Leads to support and influence as needed.• Maintain ultimate responsibility for team structure, recruiting, on boarding and training by working with CX leadership, direct reports and other business partners. Strategy & Planning• Translate company goals into clear and comprehensive directives for team. Support direct reports as they implement new directives.• Use learning’s from team members to identify opportunities and advocate for product improvements that support the team’s strategy and the needs of the customer.• Keep an active look out for risks, potential gains and issues to anticipate advancements and opportunities to advance the team’s goals. Show less