JIRA
Nicolas Georget
Team Lead Field Implementation
Gaillard
Summary
Experienced Team Leader with over 7 years of expertise in customer support and onboarding across SaaS and hospitality sectors. Adept at liaising with cross-functional teams, including developers and product managers, to improve customer satisfaction and resolve complex issues. Skilled in technical implementations, escalation management, and knowledge-sharing within fast-paced SaaS environments.
Overview
14
14
years of professional experience
2
2
Languages
Work History
Team Lead, Field Support & Professional Services EMEA
Lightspeed
09.2021 - Current
- Spearheaded EMEA implementation team for customer's strategic accounts
- Acted as a technical support escalation point for team members, ensuring timely issue resolution and knowledge-sharing using tools such as JIRA, Zendesk, and Confluence to track and document escalations
- Developed reporting tools and improved workflows to enhance customer onboarding processes
- Collaborated with product teams to improve customer experience through feature requests and bug tracking
- Coached team members to improve product knowledge and customer interactions
- Handled change management, implementing new processes and tools like ChurnZero and Zendesk, improving efficiency in support workflows and assisting team members with tool adoption through training sessions and documentation
Strategic Field Implementation Consultant
Lightspeed
01.2021 - 09.2021
- Led the implementation of the K-Series POS system for key customers, ensuring successful onboarding
- Liaised with developers and product managers to address client issues and feature requests
- Created and maintained technical documentation to support internal knowledge bases
- Delivered technical training to both customers and internal teams
Front Desk Receptionist
AMAG Audi
08.2013 - 08.2015
- Welcomed and assisted clients at the car garage reception.
- Managed administrative tasks, including customer inquiries, appointments, and account creation using SAP.
- Handled phone communications and reservations, ensuring seamless customer experiences.
- Supported the sales and service departments by managing documentation and organizing meetings.
Front Desk Receptionist (Day and Night)
Hotel Bristol
04.2011 - 08.2013
- Managed front desk operations for a 4-star hotel with 110 rooms.
- Handled check-ins, check-outs, and personalized guest services.
- Performed night audits, closing the day's financial transactions and preparing daily reports for management, including POS and PMS.
- Sold room upgrades and additional services, contributing to revenue growth.
- Coordinated with travel agencies and tour operators regarding commissions and reservations.
Education
Certification - Computer Information Systems
Migros Club School
Geneva, SwitzerlandSome College (No Degree) - Housekeeping And Front Desk Services
Cours Hotelier De Besançon
Besançon, FranceSkills
Customer focus
Process improvement
Quality control
Coaching and mentoring
Attention to detail
Project management
Team supervision
Teamwork and collaboration
People management
SQL
Complex Problem-solving
Data analysis
www.linkedin.com/in/nicolas-georget
Software
Confluence
K-Series POS
Zendesk
Salesforce
Churn Zero
Monday
Peoplesoft
SAP
Datadog
Github
Accomplishments
- Streamlined technical documentation, improving knowledge-sharing and onboarding processes.
- Partnered with developers to enhance product functionality based on customer feedback.
- Improved team performance by coaching and mentoring team members.
- Achieved measurable process optimizations through data-driven reporting.
Timeline
Team Lead, Field Support & Professional Services EMEA
Lightspeed
09.2021 - Current
Strategic Field Implementation Consultant
Lightspeed
01.2021 - 09.2021
Front Desk Receptionist
AMAG Audi
08.2013 - 08.2015
Front Desk Receptionist (Day and Night)
Hotel Bristol
04.2011 - 08.2013
Certification - Computer Information Systems
Migros Club School
Some College (No Degree) - Housekeeping And Front Desk Services
Cours Hotelier De Besançon