Tristan Lavanture
Customer Success
Mexico,CMX
Summary
Dynamic customer success professional with a fintech background, specializing in knowledge management, training, and team development. Proven track record at Trade Republic and Caffè Nero for scaling productivity, ensuring regulatory compliance, and exceeding KPIs through collaborative leadership. Adaptable, international experience ranging from multi-site management to educational instruction
Overview
10
10
years of professional experience
3
3
Languages
Work History
English Teacher
Self-employed
10.2024 - 09.2025
- Planned dynamic lessons to increase student comprehension of books and literary concepts.
- Increased student motivation by providing timely feedback and recognizing individual achievements.
- Developed innovative lesson plans to engage students in English language learning.
Knowledge Management Specialist, Process Creator & Trainer
Trade Republic
04.2023 - 08.2024
- Created and Updated Processes: in contact with stakeholder related to new or improve process and created a new map using Figma, driving consistency and boosting overall team productivity
- Creating and Updating Knowledge: I ensured accurate documentation and accessibility of key operational processes to be up to date and accessible by all on Confluence
- Training Program Creation: designed on Google Sides and delivered comprehensive training programs for new employees and BPOs, improving onboarding and skill development on technical subjects.
- Training delivery: trained agents and BPO on new and improve process. Follow up and analyze agents use of documents and review cases to ensure the training was successful.
Customer Specialist & Experience
Trade Republic
01.2022 - 04.2023
- Customer Support Expertise: Proficient in resolving customer issues, including inbound and outbound case investigations.
- Information Management: Adept at providing accurate and timely general information to stake-holder and customers, maintaining high satisfaction levels.
- Problem-Solving: Skilled in identifying and addressing UI bugs, ensuring seamless user experiences.
- Analytical Thinking: Strong ability to investigate and resolve complex customer cases.
Customer Service & Mentor
PlayStation, Zalando
10.2019 - 12.2021
- Worked with patience and flexibility, mentoring individual agent to maximise potential.
- Monitored agent KPI and point of contact for advanced problem solving.
- Training and mentoring new agents to reach quality standard.
- Guaranteed first-class customer service, catering to customer needs and requirements.
- Assisted customers with product-related questions, feedback, and complaints.
- Oversaw customer account and hardware inquiries, accurately providing information to resolve service complaints and guarantee customer satisfaction.
Assistant Manager & Manager
Caffe Nero
04.2015 - 09.2019
- Operational Management: Stock management, quality control, cash handling, organizing rosters, payments, and team events.
- Financial Management: Achieving 19% above financial targets and meeting all budgetary and turnover goals.
- Customer Service Excellence: Consistently raised service standards and promoted customer-centric initiatives to reach a 92% satisfaction.
- Recruitment and Leadership: Proficient in hiring employees and conducting investigations leading to disciplinary actions if necessary.
- Team Building: Organized events to strengthen teamwork and improve collaboration across teams.
- Process Optimization: Expertise in improving systems and workflow to enhance team efficiency and performance.
Education
BBA - Buisness Administration
Université De La Vallée De Chevreuse
Gif sur Yvette 05.2001 -
Skills
- Mentoring
- Adaptability
- Strong communication and listening skills
- Problem Solving and Preventing through Monitoring
- CRM software
- Cross-functional coordination
- Product knowledge
- Course development
- New hire training
- Online training tools
- Workflow Analysis
- Documentation management
Interests
Cinema, Travel and cultural discoveries, Outdoor activities, Basketball
Timeline
English Teacher
Self-employed
10.2024 - 09.2025
Knowledge Management Specialist, Process Creator & Trainer
Trade Republic
04.2023 - 08.2024
Customer Specialist & Experience
Trade Republic
01.2022 - 04.2023
Customer Service & Mentor
PlayStation, Zalando
10.2019 - 12.2021
Assistant Manager & Manager
Caffe Nero
04.2015 - 09.2019
BBA - Buisness Administration
Université De La Vallée De Chevreuse
05.2001 -