Sylvie Marchand
Senior Customer Service Representative | Multichannel Support & Team Mentorship
Nantes
Professional Summary
Senior Customer Service Representative with extensive experience resolving complex inquiries, handling tier-2 escalations, and supporting omnichannel operations in logistics and distribution environments. Recognized for strong interpersonal communication, de-escalation expertise, and mentoring junior team members to maintain high customer satisfaction standards.
Work Experience
Armorica Logistique Directe
Nantes, France
Senior Customer Service Representative
Apr 2019 – Present
- Handle escalated tier-2 customer inquiries and delivery dispute cases across telephone, email, and live messaging channels with an average resolution rate of 94% on initial contact.
- Coach a cohort of eight junior support representatives on customer de-escalation techniques, quality monitoring, and ticketing workflows.
- Collaborate with the regional logistics team to pinpoint shipment delay root causes, reducing recurring transit complaints by 18% over two years.
- Review complex refund and claim requests up to 1,500 euros in compliance with commercial consumer regulations and internal company policy.
Customer Service Representative
Sept 2014 – Mar 2019
- Processed inbound service inquiries for parcel tracking, scheduling adjustments, and billing questions for retail and business clients.
- Maintained a consistent customer satisfaction score of 91% across multichannel ticketing queues.
- Drafted 15 standardized macro responses for common transit exceptions adopted across the support team.
Nantelia Vente à Distance
Nantes, France
Customer Support Specialist
Feb 2010 – Aug 2014
- Managed high-volume customer orders, product returns, and warranty claims for a regional home goods distributor.
- Resolved payment processing and invoicing discrepancies in close collaboration with the accounting department.
- Trained onboarding representatives on the proprietary inventory management and order processing software.
Education
Université de Nantes
DEUG (Two-Year University Diploma) · Applied Foreign Languages (English and Spanish) · Nantes, France · Honors (Mention Assez Bien) · Sept 1993 – Jun 1995
Coursework concentrated on business correspondence, oral translation, and international commercial terminology.
Key Projects
Support Response Template Standardization
Jun 2023 – Nov 2023
- Audited existing customer communication templates and re-authored 45 canned responses to align tone with updated brand guidelines and improve clarity.
- Reduced average handle time on email inquiries by 2.5 minutes within three months of deployment.
Core Competencies
Omnichannel Support
Complaint Resolution
De-escalation Techniques
Zendesk
Salesforce Service Cloud
CRM Administration
Order & Refund Processing
Customer Mentorship & Coaching
Customer Satisfaction (CSAT) Optimization
SLA Adherence
Languages
French
C2
English
C1
Spanish
B1
Certifications
Certified Customer Experience Professional (CCXP)
International Customer Service Association · May 2022
Zendesk Support Administrator Specialist
Zendesk Training Center · Nov 2018
Volunteer Work
Association Numérique Solidaire Loire
Nantes, France · Jan 2021 – Dec 2025
- Digital Literacy Volunteer
- Assisted elderly residents with digital communication tools, scheduling appointments, and navigating municipal web portals.