Thibaut Stevens
Customer Service Resolution Director @PayFit
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WORK HISTORY
Customer Service Resolution Director @PayFit
Ville de Paris, FR
Leading Resolution operations through outsourcing partnerships (110+), nearshoring (16) and internal Service Delivery Managers (4) for a leading HR SaaS platform, driving service excellence and operational transformation.• Ensured performance delivery and resource optimization across all teams through KPI optimization: CSAT, SLA, and productivity metrics• Expanded service offering through conversational channel deployment, extended hours, and Saturday coverage• Managed costs and budgets to ensure financial efficiency and long-term sustainability• Implemented company strategy to optimize outsourcing operations and enhance efficiency• Partnered with Vendor Management for contract optimization• Built and maintained strategic partnerships with BPO• Active member of operational governance committees
EDUCATION
University of Lille 1 Sciences and Technology
Langues étrangères et littératures, général
Lycée Faidherbe
Baccalauréat, Economique et Sociale
Maestris BTS
BTS Ventes et Productions Touristiques
ABOUT THIBAUT STEVENS
Customer Operations Executive with 15+ years of experience in scaling and transforming customer service operations in fast-growing tech companies (PayFit, Leetchi, Booking.com).
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