Nicolas Defaut
Madrid
Summary
Experienced Customer Service Director with strong leadership skills. Holds expertise in developing customer service strategies that enhance client satisfaction and loyalty. Known for cultivating high-performing teams and implementing operational efficiencies that positively impact business performance. Possess a track record of fostering innovation to improve service quality.
Overview
20
20
years of professional experience
Work History
Head of SLS Customer Support South of Europe
Merck Life Science
Madrid
04.2021 - Current
- Contributed innovative ideas and solutions to enhance team performance and outcomes.
- Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
- Exceeded customer satisfaction by finding creative solutions to problems.
Head of Cash Collection & Customer Care, WE
Merck Chemicals BV
Amsterdam
01.2017 - 04.2021
- Developed and implemented strategies for improving collections performance and reducing delinquency rates.
- Resolved customer complaints quickly and efficiently.
- Established relationships with agency representatives to complete towing jobs efficiently and according to procedures.
Cash Manager, LS WE
Merck Chemicals BV
Amsterdam
01.2012 - 01.2017
- Assessed performance of voice actors during sessions; provided direction when necessary.
- Assisted with the development of a comprehensive CMT training program.
- Verified customer accounts by reconciling account balances and statements.
Cash collection Supervisor, LS FR, SP & PT
Merck Chemicals BV
Amsterdam
01.2009 - 01.2011
- Developed and implemented operational policies and procedures to ensure efficiency and accuracy of workflows.
- Maintained accurate records of employee performance, attendance, leave requests, and disciplinary actions.
Order2Cash Supervisor, LS UK/Ireland
Merck Chemicals BV
Amsterdam
01.2007 - 01.2009
- Supervised and trained customer service staff to ensure excellent customer service delivery.
- Provided guidance and support to junior customer service representatives, including coaching and mentoring.
Integration Specialist
Millipore BV
Amsterdam
12.2006 - 12.2008
- Analyzed existing applications and databases to identify areas of improvement for data integration.
- Developed and implemented integration strategies between multiple systems.
Customer Service Representative
Millipore BV
Amsterdam
12.2005 - 12.2006
- Answered customer inquiries and provided accurate information regarding products and services.
- Provided excellent customer service to resolve customer complaints in a timely manner.
Web Support Specialist
Cygnific BV
Amsterdam
04.2005 - 12.2005
- Assisted customers with inquiries, issues and complaints via telephone, email and chat.
- Provided accurate information on products and services to customers.
Education
Master 2 - Political Science
Universite Lille 2
Lille06-2004
Master of Arts - Political Science
Institut Etudes Politiques
Strasbourg06-2002
High School Diploma -
Lycee Y Kernarc
Marcq-En-Baroeul06-1997
Skills
- Critical Thinking
- Cultural Awareness
- Customer service excellence
- Client Engagement
Affiliations
- Walking & hiking
- Travelling
- Wine tasting
Languages
French
First Language
English
Proficient (C2)
C2
Spanish
Upper Intermediate (B2)
B2
Timeline
Head of SLS Customer Support South of Europe
Merck Life Science
04.2021 - Current
Head of Cash Collection & Customer Care, WE
Merck Chemicals BV
01.2017 - 04.2021
Cash Manager, LS WE
Merck Chemicals BV
01.2012 - 01.2017
Cash collection Supervisor, LS FR, SP & PT
Merck Chemicals BV
01.2009 - 01.2011
Order2Cash Supervisor, LS UK/Ireland
Merck Chemicals BV
01.2007 - 01.2009
Integration Specialist
Millipore BV
12.2006 - 12.2008
Customer Service Representative
Millipore BV
12.2005 - 12.2006
Web Support Specialist
Cygnific BV
04.2005 - 12.2005
Master 2 - Political Science
Universite Lille 2
Master of Arts - Political Science
Institut Etudes Politiques
High School Diploma -
Lycee Y Kernarc
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