Yohann DIRIDOLLOU

Management et amélioration du service client

Empower and drive first contact resolution by coaching and supporting the Customer Service team and store leadership teams to find appropriate solutions for escalated situations.
Produce, edit, and analyze Customer Experience Reporting (VOC) for the Senior Leadership Team and cross-functional partners, such as the e-commerce and localization teams, to inform decision-making and drive customer-centric improvements.
Work closely with the Customer Experience Trainers to develop training resources for Customer Service Representatives, Supervisors, and Assistant Managers, ensuring they are equipped to provide exceptional customer experiences.

Act as a key liaison between the Customer Service, Web, E-commerce, Aftersales, Finance, and Warehouse teams to enhance the overall customer experience and deliver seamless, end-to-end customer journeys.

For one year, I have served as the Commercial department's bilingual communication specialist, providing copywriting, editing, and translation services for business documents in English and French. Additionally, I created communication documents that are distributed to the entire department across the North American region. I was also responsible for creating and editing customer service templates in Sales Force in both languages, and providing backup support for the Communication Specialist when needed.

With a strong focus on customer satisfaction, I consistently prioritized addressing customer inquiries and resolving issues in a timely and effective manner.

I have been selected to train and mentor new employees in Vancouver and the United States on service excellence and the importance of attention to detail. My dedication to developing these employees has resulted in improved customer experiences and increased efficiency in the workplace.

As a manager for two world-renowned French luxury patisserie boutiques and tea salons, I was responsible for overseeing daily operations, including opening and closing procedures, inventory management, and the hiring, training, scheduling, and management of 20 employees.

In addition to managing day-to-day operations, I also played a key role in managing customer relations and key accounts for luxury clients, such as Christian Dior, Chanel, Fendi, and Louis Vuitton. Through my efforts, I successfully organized and executed catering events, which transformed satisfied customers into loyal and enthusiastic advocates for the business.

In my role as manager of the restaurant bar, I was responsible for a wide range of tasks, including taking inventory of and organizing bar stock, performing mise en place to prepare equipment and ingredients prior to service, and serving approximately 200 customers per shift as a bartender.

Additionally, I was responsible for creating and analyzing daily sales reports, using this information to identify opportunities to improve sales and customer satisfaction. I also played a key role in training new employees, ensuring they were equipped with the skills and knowledge necessary to succeed in their roles.

In my position as a bartender at the hotel bar, I took on a variety of responsibilities, including taking inventory of and organizing bar stock, performing mise en place to prepare equipment and ingredients before service, and serving customers throughout the day, from breakfast until closing.

Additionally, I played a key role in analyzing daily sales reports and identifying opportunities to improve sales and customer satisfaction. As part of my commitment to the success of the restaurant, I also took an active role in training new employees, ensuring they were equipped with the knowledge and skills needed to provide exceptional service to our guests.

Waiter and Bartender for the daily events (functions) and the fine dining restaurant.

For more than a year, I've worked different positions int the main restaurant in order to gain different skills and learn the job of chef in a commercial kitchen, bartender in a very busy environment and master my skills as a waiter.
The restaurant had 900+ customers per day.

I took great pride in my role in the success of the 2010 National Annual Pharmacist Conference in Bordeaux, where I oversaw the delivery of equipment and services to more than 30 exhibitors and over 1,000 attendees.
As part of my responsibilities, I carefully managed the event budget and equipment needs to ensure a seamless and efficient delivery of services. Additionally, I managed duties for a team of 5 employees onsite.