Nolwenn Launay
About Nolwenn Launay
Nolwenn Launay is a Senior Customer Care Specialist at Upflow, where she has worked since 2021. She has extensive experience in customer service roles across various companies, demonstrating strong adaptability and a commitment to customer satisfaction.
Work at Upflow
Nolwenn Launay has been employed at Upflow as a Senior Customer Care Specialist since 2021. In this role, she has demonstrated exceptional adaptability and technical curiosity, effectively addressing a range of technical issues for both internal and external stakeholders. Launay has maintained a continuous 100% customer satisfaction rating since early 2022. She has contributed data-driven insights that have significantly influenced key product decisions. Additionally, she has led the creation of a comprehensive knowledge base, optimizing customer self-service resources and reducing support tickets. Her collaboration on the implementation of Zendesk has streamlined the support process and reduced average request resolution time.
Previous Work Experience
Prior to her current role at Upflow, Nolwenn Launay held several customer service positions. She worked at Handicall for Harmonie Mutuelle as a Customer Agent Remote for four months in 2020. Launay also served as a Customer Service Representative at La Poste for two months in 2020. Her experience includes a six-month tenure at INTERSPORT FRANCE, where she worked as a Customer Service Representative in two different locations. Additionally, she worked at Leroy Merlin in various capacities as a Customer Service Representative from 2017 to 2019, gaining extensive experience in customer care.
Education and Expertise
Nolwenn Launay studied at Lycée Léopold Sédar Senghor, where she achieved a Baccalauréat littéraire from 2010 to 2013. She later attended CFPPA de Sées, obtaining a Brevet professionnel in education canine in 2018. Launay's educational background has equipped her with strong communication skills and a foundation in customer service principles, which she has applied throughout her career in various customer-facing roles.
Achievements in Customer Care
During her tenure at Upflow, Nolwenn Launay has achieved notable accomplishments in customer care. She has led onboarding calls, ensuring a positive introduction for new clients. Launay has managed a high volume of customer requests via email, implementing automated feedback processes to enhance response accuracy and timeliness. Her efforts in creating a knowledge base and collaborating on Zendesk implementation have contributed to improved customer service efficiency and satisfaction.