Florian Dumain

Florian Dumain has a diverse work experience, starting with their role as an Assistant Manager at Auchan Retail from September 2013 to September 2014. In this role, they focused on reducing unknown loss and implementing business strategies to increase sales, including promoting a new company concept to both employees and customers.

Following this, Florian joined Agoda in April 2015 and held various roles within the Customer Experience department. Florian started as a Customer Experience Representative, providing support to customers and hotel partners and ensuring high-quality service. From September 2016 to November 2017, they became a Customer Experience Manager, overseeing a team of up to 25 representatives, improving performance metrics, and implementing a dedication system to enhance call traffic. Finally, in November 2017, they were promoted to Senior Customer Experience Manager, where they coached a team of multilingual individuals to deliver excellent customer service and set SMART goals for continuous improvement.

Currently, Florian is employed at Taskworld Inc. since September 2018. Florian started as an Enterprise Customer Success Manager, managing VIP customers, building strong relationships, and driving product adoption through tailored trainings and strategic recommendations. In June 2019, they became the Manager of Customer Success, where they established a Customer Success team focused on retention and expansion, and coached and developed a team of Customer Success Managers. In October 2021, they were promoted to Head of Customer Success, and in May 2022, they took on the role of Head of Customer Care & Customer Success. Currently, they hold the position of Head of Customer Experience, leading and ensuring excellent customer experiences within the company.

Overall, Florian has demonstrated expertise in customer experience and success, team management, and driving performance improvements throughout their career.

Florian Dumain has a Bachelor's degree in Management from Université de Bourgogne, which they obtained from 2013 to 2014. Prior to that, they also completed a Bachelor's degree in Marketing technics and Management from the same university between 2011 and 2013. Before attending Université de Bourgogne, Florian studied Economics at Université Montesquieu Bordeaux 4 from 2008 to 2011. Additionally, Florian has obtained several certifications, including Cisco Customer Success Manager Specialist, Customer Success Manager Elite, Customer Service Mastery: Delight Every Customer, How to Understand Your Customers (all from Udemy), and The Fundamentals of Digital Marketing (from Google).