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I help businesses transform their customer support operations by designing and implementing solutions that drive efficiency, improve agent performance, and enhance customer satisfaction. My work spans automating service workflows, refining processes and tools, and strengthening cross‑team collaboration to ensure smooth issue resolution. I thrive on building scalable support ecosystems: from chatbot and intelligent triage deployments to Zendesk customisation and contact centre set‑ups. My focus is balancing customer expectations with business goals to deliver sustainable, customer‑centric outcomes for both customers and teams.…I help businesses transform their customer support operations by designing and implementing solutions that drive efficiency, improve agent performance, and enhance customer satisfaction. My work spans automating service workflows, refining processes and tools, and strengthening cross‑team collaboration to ensure smooth issue resolution. I thrive on building scalable support ecosystems: from chatbot and intelligent triage deployments to Zendesk customisation and contact centre set‑ups. My focus is balancing customer expectations with business goals to deliver sustainable, customer‑centric outcomes for both customers and teams.

Kévin COSTELLOE

Project Manager, Content Producer, Content Creator, +2

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I help businesses transform their customer support operations by designing and implementing solutions that drive efficiency, improve agent performance, and enhance customer satisfaction. My work spans automating service workflows, refining processes and tools, and strengthening cross‑team collaboration to ensure smooth issue resolution. I thrive on building scalable support ecosystems: from chatbot and intelligent triage deployments to Zendesk customisation and contact centre set‑ups. My focus is balancing customer expectations with business goals to deliver sustainable, customer‑centric outcomes for both customers and teams.…I help businesses transform their customer support operations by designing and implementing solutions that drive efficiency, improve agent performance, and enhance customer satisfaction. My work spans automating service workflows, refining processes and tools, and strengthening cross‑team collaboration to ensure smooth issue resolution. I thrive on building scalable support ecosystems: from chatbot and intelligent triage deployments to Zendesk customisation and contact centre set‑ups. My focus is balancing customer expectations with business goals to deliver sustainable, customer‑centric outcomes for both customers and teams.

Available to hire

I help businesses transform their customer support operations by designing and implementing solutions that drive efficiency, improve agent performance, and enhance customer satisfaction. My work spans automating service workflows, refining processes and tools, and strengthening cross‑team collaboration to ensure smooth issue resolution.

I thrive on building scalable support ecosystems: from chatbot and intelligent triage deployments to Zendesk customisation and contact centre set‑ups. My focus is balancing customer expectations with business goals to deliver sustainable, customer‑centric outcomes for both customers and teams.

Skills

Experience Level

Expert

Expert

Intermediate

Intermediate

Language

English

Fluent

French

Advanced

Norwegian

Beginner

Catalan; Valencian

Beginner

Work Experience

Salaried Entrepreneur | Customer Support Optimisation Specialist at Coopaname

March 1, 2024 - October 28, 2025

Lead initiatives to transform customer support operations through automation (chatbots, smart ticket triage), process and tool optimisation, and cross‑department collaboration. Specialise in Zendesk customisation and scalable contact center deployment to improve response times and customer satisfaction.

Head of Customer Service at OCUS

April 1, 2024 - October 28, 2025

Oversee the customer service function, shaping strategy and operations in Paris to drive service excellence and agent performance.

Customer Service Operations Manager for Northern Europe at Getaround

November 1, 2022 - November 1, 2022

Built and led the customer service organization for the region (UK, Germany, Norway, Austria) with internal and BPO partners; improved service reactivity (30min email first reply) and quality (95% CSAT); managed complex cases; led cross‑functional process optimisations and system upgrades (telecom infrastructure, Zendesk revamp).

Customer Service Operations Manager Austria, Germany, and the UK at Getaround

November 1, 2021 - November 1, 2021

Led multi‑market CS operations including internal teams and BPO; implemented regional processes and productivity improvements.

Customer Service Operations Manager UK at Getaround

May 1, 2021 - May 1, 2021

Managed CS operations in the UK, overseeing multi‑site delivery, process improvements, and cross‑functional collaboration.

Customer Service Operations Manager UK at Drivy

October 1, 2019 - October 1, 2019

Led UK CS operations, driving performance improvements and coordinating with Product and Legal for process optimisation.

Project Head Training & Quality Coach at Konecta

April 1, 2019 - April 1, 2019

Oversee training and quality across 10 markets, disseminating knowledge, implementing market‑specific processes, and conducting quality audits; KPI management and coaching for performance improvements.

Shift Manager (Multi-site) at FrogPubs

August 1, 2016 - August 1, 2016

Manage daily bar/restaurant operations across sites, staff management, cash handling, and SOP adherence; resolve customer issues and troubleshoot equipment.

Customer Services Elevate Platform at AXA Wealth

November 1, 2013 - November 1, 2013

Handle client and financial planner inquiries across valuations, investments, and platform issues; support service delivery within a fast‑paced contact center environment.

Customer Assistant at Tesco

January 1, 2013 - January 1, 2013

Part‑time customer service role delivering front‑line support, cash handling, stock management, and customer excellence initiatives.

Customer Service, Social Media, IT, and Compliance at Cameron Flights Southern Limited

January 1, 2011 - January 1, 2011

Managed customer service and social media across multiple roles; supported IT/compliance tasks, escalations, and supplier communications; contributed to system upgrades and vendor documentation.

Bookings Controller / Accident Management at ARI UK

March 1, 2009 - March 1, 2009

Primary contact for drivers involved in incidents; coordinated with repair agents, insurers, hire companies, and third parties; managed estimates, repairs, and hire logistics, plus out‑of‑hours support.