Thomas Berthelot
Naas,Kildare
Summary
Self-driven professional with 10 years of experience in the SaaS payments industry, customer service, and operational support. I bring strong expertise in detailed troubleshooting, root-cause diagnosis, and designing system enhancements that address client needs while supporting growth and retention.
I am committed to continuous development, embracing challenging roles, and leveraging my interpersonal, collaborative, and problem-solving skills to deliver high-quality service for consistent and impactful results.
Overview
11
11
years of professional experience
6
6
years of post-secondary education
Work history
Revenue Operations Associate Analyst
PayPal
07.2019 - Current
- Trained and mentored newly onboarded Sales Support Specialists on Salesforce and other sales support tools, cutting onboarding time by 27%
- Operational Support for strategic and complex Enterprise deal structures valued at €50M+ annually
- Subject Matter Expect for the use for Salesforce CRM and other Sales tools
- Collaboration with cross-functional business partners on strategic/complex global deals, projects and initiatives
- Team strategy and prioritization coordinator
- Interim Team Leader supervising a team of 15 specialists during Manager's absence
- Team projects planning supervisor, co-managed with Manager
- Implemented ticket allocation system, reducing backlog by 30%, improving customer satisfaction and response times
Demand Generation Specialist - Iberian market
PayPal
10.2016 - 07.2019
- Capture and nurture leads across multiple channels
- Close collaboration with Marketing and Sales teams on market-specific programs to improve conversion rates from leads to Sales opportunities
- Train and mentor newly onboarded Demand Generation Specialists
- Coaching on best practices to improve lead conversion rate and data quality
- Operational Support on Salesforce related issues
- Administrative Support on Marketing/Sales events
Lead Generation Specialist - French market
PayPal
10.2016 - 04.2017
- Capture and nurture leads across multiple channels
- Close collaboration with Marketing and Sales teams on market-specific programs to improve conversion rates from leads to Sales opportunities
- Train and mentor newly onboarded Demand Generation Specialists
- Coaching on best practices to improve lead conversion rate and data quality
- Operational Support on Salesforce related issues
Customer Service - Limitation Specialist
PayPal
03.2016 - 10.2016
- Drive customer retention through ongoing relationship management and proactively mitigate SMB merchant churn risk
- Advocate and liaise with multiple internal departments to improve merchant experience
- Increase customer satisfaction by issue resolution related to limitations and account restrictions
- Proactively review merchants' operating environments to deliver merchant education and best-practice sharing
Customer Service - Dispute and Claim Specialist
PayPal
06.2015 - 03.2016
- Drive customer retention through ongoing relationship management and proactively mitigate SMB merchant churn risk
- Advocate and liaise with multiple internal departments to improve merchant experience
- Increase customer satisfaction by issue resolution related to transactional disputes and customer claims
- Proactively review customers/merchants account management to deliver education and best-practice sharing
Education
Master of Arts - Didactics of Languages and French as a Foreign and Second Language
Université de Poitiers
Poitiers 09.2013 - 01.2016
Bachelor of Arts - Foreign Languages applied to Business - English/Spanish/Portuguese
Université De La Rochelle
La Rochelle 09.2004 - 06.2008
Skills
- Training/Mentoring
- Problem-solving/Analytical reasoning
- Decision making
- Customer-focused
- Process design/enhancement
- Project Management
- Communication/Presentation
Languages
French
Native
English
Proficient (C2)
Spanish
Intermediate (B1)
Portuguese
Elementary (A2)
Accomplishments
- Leadership Program Award - June 2023
- EMEA NPS Award - August 2015
Hobbies
- Music enthusiast: concerts, amateur guitar player
- Movies/Theatre enthusiast
- Volunteering: providing food to animal shelters
- Volunteering: beach cleaning through company green initiatives
Timeline
Revenue Operations Associate Analyst
PayPal
07.2019 - Current
Demand Generation Specialist - Iberian market
PayPal
10.2016 - 07.2019
Lead Generation Specialist - French market
PayPal
10.2016 - 04.2017
Customer Service - Limitation Specialist
PayPal
03.2016 - 10.2016
Customer Service - Dispute and Claim Specialist
PayPal
06.2015 - 03.2016
Master of Arts - Didactics of Languages and French as a Foreign and Second Language
Université de Poitiers
09.2013 - 01.2016
Bachelor of Arts - Foreign Languages applied to Business - English/Spanish/Portuguese
Université De La Rochelle
09.2004 - 06.2008