Guillaume Fleury
Plovdiv
Summary
Experienced talent acquisition and development specialist with a strong background in communications and team management. Proven ability to excel under pressure, multitask effectively, manage time efficiently, and approach tasks with an analytical mindset. Natural team player with leadership skills honed in the BPO industry seeking a stable job opportunity to showcase abilities.
Overview
15
15
years of professional experience
Work History
Talent Acquisition and Development Specialist
Latecoere Bulgaria
01.2024 - Current
- Planned, delivered, recorded and reported all external and internal training activities in the company as an HR specialist.
- Identified, analyzed training needs and developed a training plan.
- Sourced, interviewed, recorded, reported all candidates for opened positions (Blue and White collars).
- Ensured and organized proper onboarding.
- Hired and managed external workforce (contractors), up to 9 different partner firms (from different countries), representing over 80 people.
- Weekly hours reports, conflict management, monthly reviews and forecasts.
- Internal process creation to ensure efficient standards.
- New hire performance follow-up, recording and reporting.
- Internal events organization.
- Various recruitment & education forum participations as the company representative.
Talent Acquisition and Development Specialist
Sutherland Global
08.2022 - 01.2024
- I am not a simple head hunter, I also organize the recruitment volume, I am responsible for sourcing, the screening, leading interviews, create and send contract labor offers.
Customer Experience Quality Assurance Analyst
Foris Europe (Crypto.com)
04.2022 - 06.2022
- I was responsible for the customer support representatives quality performances:
- - Weekly chat & mail evaluations.
- - Regular agent feedback & mentoring sessions.
- - Weekly team performance resume.
- - Monthly team performance presentation.
Senior Customer Experience Analyst & Mentor
Telus International
12.2014 - 04.2022
- I have worked as a quality assurance specialist for 92 months.
- During this period of time I was responsible for the quality performances of different teams, and for different accounts.
- My job experience have been miscellaneous :
- Weekly recorded calls, emails and chats evaluations.
- Regular agent feedbacks, mentoring sessions and trainings.
- Monthly team results analysis & presentation edition (Quality Monthly Business Review).
- Lead of result presentation in front of our clients and senior management team.
- Performance improvement plan creation, presentation and monitoring.
- Training material creation, presentation and lead.
- Responsible for the 'Customer Service of the Year' competition performances, and results. My team won each of our participation (2021 & 2022).
- I have been monitoring sales, delivery services, means of payment, fin tech, and home appliance services and processes.
- As a Senior Customer Experience Analyst, I have been mentoring and training new analysts, while ensuring our teams high quality services.
- I had Team Manager tasks and responsibilities for my teammates performances, as well as in front of our clients.
Customer Support representative (tele-agent)
Telus International
02.2012 - 11.2014
- I was a front line agent on the phone and per mail, for several multinational companies.
- I have handled end customer's accounts management, ordering & sales services, reservation processes, account & transaction management.
- For professional and private clients, for commercial points, for finances services, for delivery services and for an international reservation service.
Trainee
PIRIN National Park administration
06.2010 - 06.2010
- I was a guest Ecologist in the park, where I could visit and study the fauna and flora.
Trainee
SIVOM de la Saudrune
04.2010 - 06.2010
- I have worked as an apprentice River Technician, and I have help to update the ongoing restoration plan of the river 'La Saudrune'.
- This is an ecologist study of the river bed, flora and fauna.
Education
BTS option GEN - Gestion des Espaces Naturels
Campus Universitaire "St Chistophe"
07.2011
Cambridge University Certicate - International English level assessment, Council of Europe Level B2
Cambridge University
07.2010
French high school diploma - BAC Siences, with European Mention
Lycee Marcelin Berthelot
07.2006
Skills
- Team leadership
- Analytic mindset
- Team work
- Communication
- Problem solving
- Perfectionist
- Responsible & Involved
- Good PC Literacy
- Quality control
- Communication & Mediation
- Multitasking & Time management
- Partnership development
- Data collection
- Goals and performance
Personal Information
- Date of Birth: 12/27/87
- Nationality: French
Hobbies and Interests
- Sports: 9 years of Judo practice, Tennis player, Rugby amateur, Shooting sports: Paintball
- Music: Guitar player (former)
- Video Games (FPS/ War strategy/ Hack and slash/ RPG)
- Hiking amateur
- Bird Watching
- Travelling, sightseeing
- Cinema & Series
- Fantasy & Sci-fi books
- Cooking & Family time
Recommendations
- Ivaylo Ivanov, QA Manager, +359 883386574, ivaylo.ivanov@crypto.com, During my collaboration with Guillaume Fleury the past 3 months, I have experienced a highly motivated, hard-working individual who shows great dedication towards his professional duties. I strongly believe that Guillaume Fleury will be a great addition to your company and will exceed expectations in his role.
- Maria Castro Hernandez, Assistant Contact Centre Manager EMEA, iRobot, +41 7884753793, mcastrohernandez@irobot.com, Guillaume's work ethic and accountability has made a difference on our quality team and his example has set our standard. We truly thank him for his time and efforts.
- Angela Fumagalli, Solution Project Manager EMEA, iRobot, +44 7718489689, afumagalli@irobot.com, I echo all that Maria said, Guillaume has been an excellent partner and advocate for quality. I wish him all the best in his new career.
- Ekaterina Panteleeva, Customer Experience Manager, Telus International, It is my pleasure to provide this letter of recommendation for Guillaume Fleury, who worked as a Customer Experience Analyst in the Customer Experience department of Call point New Europe. I found him to be a hard-working, self-demanding professional with a positive attitude and very well developed interpersonal skills.
Languages
French
Bilingual or Proficient (C2)
English
Advanced (C1)
Bulgarian
Upper intermediate (B2)
Timeline
Talent Acquisition and Development Specialist
Latecoere Bulgaria
01.2024 - Current
Talent Acquisition and Development Specialist
Sutherland Global
08.2022 - 01.2024
Customer Experience Quality Assurance Analyst
Foris Europe (Crypto.com)
04.2022 - 06.2022
Senior Customer Experience Analyst & Mentor
Telus International
12.2014 - 04.2022
Customer Support representative (tele-agent)
Telus International
02.2012 - 11.2014
Trainee
PIRIN National Park administration
06.2010 - 06.2010
Trainee
SIVOM de la Saudrune
04.2010 - 06.2010
Cambridge University Certicate - International English level assessment, Council of Europe Level B2
Cambridge University
French high school diploma - BAC Siences, with European Mention
Lycee Marcelin Berthelot
BTS option GEN - Gestion des Espaces Naturels
Campus Universitaire "St Chistophe"
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