Summary
Overview
Work History
Education
Skills
Websites
Timeline
Generic

Delphine Sourisseau

Cupertino

Summary

Technical Support professional with proven success in bilingual customer relations (French and English). Expertise in delivering real-time support and troubleshooting, resulting in improved customer satisfaction. Committed to fostering relationships and driving company growth through exceptional service and technical knowledge.

Overview

24
24
years of professional experience

Work History

Senior L2 Technical support specialist for Canada & North America (French & English)

Wallbox Chargers
Mountain View
08.2021 - Current
  • Delivered comprehensive, real-time technical support in English and French.
  • Provided technical support and troubleshooting services to end-users experiencing hardware and software issues.
  • Enhanced customer satisfaction by supporting the French-Canadian market for B2B and B2C clients through onboarding, training, and troubleshooting, developing 'white glove' support practices.
  • Managed warranty claims orders and escalated issues to the engineering team, ensuring seamless operations and client satisfaction.
  • Collaborated with other departments within the company when needed to resolve complex issues quickly and efficiently.
  • Award: Top CSAT Score Award (95% CSAT) - 2023-2024

Customer Operations Manager

Mademoiselle Colette, Inc
Redwood City
10.2019 - 07.2021
  • Built strong customer relationships, driving sales, and customer engagement.
  • Hired, trained, and coached staff, fostering a collaborative environment, and enhancing team performance.
  • Ensured quality control and food safety, and managed inventory and supplier orders, contributing to the Pastry's success during COVID.

Co-Founder

My French Cellar I French wines imports, wine cellar relocations and consulting services
Cupertino
06.2014 - 06.2019
  • Small-business owner.
  • Sourced, negotiated, purchased, and planned importations, ensuring seamless operations and client satisfaction.
  • Prospected clients, generated leads, followed up, and closed businesses, driving sales and enhancing.
  • Developed strong understanding of customer's needs through wine tasting and public educational presentations, fostering client relationships and advocacy opportunities.

Content Quality Data Linguist (French)

Apple
Cupertino
08.2013 - 05.2014
  • Collaborated with other linguists on various research projects.
  • Provided linguistic support to develop language-learning materials.
  • Transcribed audio recordings into written text using specialized software.
  • Performed quality control for translations for accuracy and readability.

Business Development

Sourisseau constructions
Région de Nantes
04.2011 - 07.2012
  • Company Overview: Family co-ownership
  • Family co-ownership
  • Contact: Arnaud Sourisseau, owner & CEO

Corporate Group Sales Manager Le Méridien Hotel

Starwood Hotels & Resorts Worldwide, Inc.
01.2005 - 04.2011
  • Managed a portfolio of existing accounts while cultivating new business opportunities.
  • Conducted market research and analysis to identify trends in the industry, customer preferences, and competitor activities.
  • Resolved customer complaints regarding sales and service.
  • Identified key decision makers, developed relationships with corporate clients, and negotiated contracts.

Event Coordinator

Voyages C. Mathez
Région de Nice
09.2003 - 12.2004
  • Company Overview: The company accounts for 6 offices located in the most exciting and eventful major regions of France. All offices are dedicated to the various aspects of tourism, including both business and cruise related activities.
  • Coordinated with various stakeholders to deliver exceptional event experiences, enhancing client relationships and driving customer engagement.
  • The company accounts for 6 offices located in the most exciting and eventful major regions of France. All offices are dedicated to the various aspects of tourism, including both business and cruise related activities.
  • Contact: Brigitte Laget-Bailet (owner and CEO)

Customer Service Representative

Grand Hyatt Cannes Hotel Martinez
12.2001 - 11.2002
  • Provided excellent customer service to resolve customer complaints in a timely manner.
  • Answered customer inquiries via phone, email, and chat.
  • Developed strong customer relationships to encourage repeat business.

Education

Disney Professional Internship Program -

Disney Professional Internship Program
Orlando, FL
01.2001

F&B internship program -

Epcot Center
Lake Buena Vista, FL
01.2001

Bachelor - Hospitality, Catering, and Tourism Management

SaintNazaire
SaintNazaire, France

Bachelor - Hospitality, Catering, and Tourism Management

Sainte-Anne School

Skills

  • Bilingual support
  • Troubleshooting and diagnosing
  • Client Onboarding Experience
  • Customer Education
  • Warranty management
  • User training
  • Customer relationship management

Timeline

Senior L2 Technical support specialist for Canada & North America (French & English)

Wallbox Chargers
08.2021 - Current

Customer Operations Manager

Mademoiselle Colette, Inc
10.2019 - 07.2021

Co-Founder

My French Cellar I French wines imports, wine cellar relocations and consulting services
06.2014 - 06.2019

Content Quality Data Linguist (French)

Apple
08.2013 - 05.2014

Business Development

Sourisseau constructions
04.2011 - 07.2012

Corporate Group Sales Manager Le Méridien Hotel

Starwood Hotels & Resorts Worldwide, Inc.
01.2005 - 04.2011

Event Coordinator

Voyages C. Mathez
09.2003 - 12.2004

Customer Service Representative

Grand Hyatt Cannes Hotel Martinez
12.2001 - 11.2002

Disney Professional Internship Program -

Disney Professional Internship Program

F&B internship program -

Epcot Center

Bachelor - Hospitality, Catering, and Tourism Management

SaintNazaire

Bachelor - Hospitality, Catering, and Tourism Management

Sainte-Anne School

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