Guillaume Virolle
Valencia,V
Summary
Motivated individual with experience in customer service, payments and sales. Skilled in building customer relationships and understanding customer needs. Strong communication and interpersonal skills in order to provide a high-quality service.
Overview
9
9
years of professional experience
Work History
Implementation and Payments Onboarding Specialist
Avantio
08.2023 - Current
- Software Implementation:
- Leading consulting online sessions to make sure the client implements in the best way the Avantio software for its business.
- Resolving queries and doubts they might have during the Onboarding process.
- Collaborating with the Connectivity department to make sure the client gets connected to its required vacation rental platforms.
- Optimizing the client listings to get them as ready as possible when the onboarding finishes.
- Providing Training sessions to new employees so that they understand the Avantio software.
- Payments Onboarding Specialist:
- Performing the first line of KYC and KYB of all the clients who signed the payments by Planet contract and send the application to Planet.
- Activating the Planet payments platform to the client's account and providing training and follow-up to make sure the platform is understood in all its advantages through Avantio.
- Resolving any questions and doubts active clients have when the first line of support cannot answer them.
Account Manager, French Market, Vacation Rentals
Vrbo, Part Of Expedia Group
08.2022 - 04.2023
- Optimization:
- Increased client satisfaction by building strong relationships and addressing their needs promptly.
- Managed a diverse portfolio of accounts, ensuring timely communication and effective problem resolution.
- Developed customized account plans for clients to optimize their performance on the Vrbo platform.
- Engagement:
- Member of the Global Patner Success Comunity. A group reunting colleagues from EMEA and US locations in charge of boosting the collaboration accross the Partner Success deparment via work and non- work related topics.
- Key achievements :
- I went twice over the 100% threshold about the number of live listings target : in Q4 2022 and Q1 2023.
- I successfully performed a ZOOM presentation with colleagues from EMEA and US about a QBR preparation internal tools.
- I issued with a colleague the first online Newsletter of the Global Community.
Football Educator
League 5 Kids Academy
03.2022 - 04.2023
- I was able to share my passion of Football or Soccer to kids going from 3 years old to 13 years old
- Being around kids allows you to improve your patience, have a clear communication and keeping things under control so you do not get overwhelmed by their energy.
- You are permanently challenged by their eagerness for football knowledge while having fun.
- Key skills that are strenghts at work.
EMEA Integrated Account Services Associate
Vrbo, Part Of Expedia Group
05.2021 - 08.2022
- Customer care:
- French, English, Italian and Spanish Markets.
- Resolving all queries via Emails, Inbound or Outbound calls of Property Managers integrated with a channel manager of Vrbo.
- Access and analyse efficiently the XML information in order to provide the most accurate answer. Escalate to developers if needed.
- Optimization:
- Providing optimization coaching to all unmanaged accounts assigned to me by the management.
- Key achievements:
- I was acknowledged by the customer's surveys as efficient while being someone who does listen.
- I Learned and adapted quickly to a new environment with technical implications such as reading XML information and spotting what to change while talking to the client.
Client Resolutions Specialist
Vrbo, Part Of Expedia Group
01.2021 - 05.2021
- Customer care:
- Book with Confidence Guarantee claims resolution : Resolving stranded guests needs for cancellation/refunds and rebooking
- Executive Escalations Resolution: Resolving cases escalations via Executives, Legal Department or Social Media.
- Internal cooperation:
- Proven ability to learn quickly and adapt to new situations : the UK market was my original market but I helped the french market during national public holidays
- Traveler communication is completely different but my customer survey rate stayed high.
- Engagement:
- Member of the EMEA Social Committee in charge to provide activities to maintain the engagement of our peers.
Customer Service Representative
Binance
09.2020 - 12.2020
- Customer care:
- French, English and Italian markets.
- Handled high amounts of incoming chats and emails.
- Responded to customer requests for products and services.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Manage complaints, provide proper solutions and options within the time limits; follow up to secure resolution.
- Key achievements:
- I managed to stay in the top 5 performers during the duration of my contract while answering 3 chat windows simultaneously in 3 different languages.
Protection Services Agent With French and Italian
PayPal Europe Services Ltd
04.2015 - 08.2020
- Customer care:
- Buyer and Seller protection: claims, chargebacks and billing disputes resolution.
- Escalating as required to Risk /Compliance.
- Support other departments within Risk Operations.
- Provide feedback to Leadership team on policies & customer care issues.
- Engagement:
- Member of the White Glove team dealing with French merchant Cdiscount special process.
- PayPal UK Credit agent: ongoing support since May 4 : resolution of credit claims, suspension or restart of interest.
- Key achievement:
- I won the Best EMEA Net Promoter Score Award in October 2016.
Education
International Security and Defense, Master -
Université Pierre Mendes-France Grenoble II
Grenoble, France And Naples, Italy09.2013
Bachelor Degree of Law -
Charles University of Prague
Prague, Czechia07.2011
Skills
- Adaptability
- Analysis and critical thinking
- Problem-solving
- Optimization
- Stress management
- Active Listening
- Business-to-Business Expertise
- Customer care
- Team spirit
- Results oriented
Hobbies
- I am a heavy crime books reader: Clive Cussler, James Patterson, Michael Connelly, Donna Leon, Lee Child are my favorites authors.
- I play Football, Padel and Tennis.
- I love visiting museums, going to the Opera or watch theater plays.
- I'm trying to travel as much as I can when on holidays.
Languages
French
Bilingual or Proficient (C2)
English
Advanced (C1)
Italian
Advanced (C1)
Spanish
Upper intermediate (B2)
Timeline
Implementation and Payments Onboarding Specialist
Avantio
08.2023 - Current
Account Manager, French Market, Vacation Rentals
Vrbo, Part Of Expedia Group
08.2022 - 04.2023
Football Educator
League 5 Kids Academy
03.2022 - 04.2023
EMEA Integrated Account Services Associate
Vrbo, Part Of Expedia Group
05.2021 - 08.2022
Client Resolutions Specialist
Vrbo, Part Of Expedia Group
01.2021 - 05.2021
Customer Service Representative
Binance
09.2020 - 12.2020
Protection Services Agent With French and Italian
PayPal Europe Services Ltd
04.2015 - 08.2020
International Security and Defense, Master -
Université Pierre Mendes-France Grenoble II
Bachelor Degree of Law -
Charles University of Prague
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