Yves Bastiou
FFF, 87 Alma Road
BS8 2DP
Bristol, UK
+44 --www.linkedin.com/in/yvesbastiou
• A dynamic customer experience professional with extensive international living and working experience (Brazil, Italy,
France, the UK, Australia, and Spain).
• Fluent in five languages (English, French, Spanish, Portuguese, Italian);
• Passionate about digital consumer experience, front-end development, and visual design, with a proven track record
in consulting services, e-commerce, financial services, and the music technology industry.
W O R K E X P E R I E N C E S U M M A R Y _ ____________________________________________________________
• 7 years leading digital customer experience products, and delivering and managing websites through design,
creation, publication, update, monitoring, and continuous improvement
Experience in online customer self-service products and web management.
CMS Tools: Zendesk, SalesForce, Inbenta, Confluence, Jira, Trello, ClickUp, Google Analytics
• 7 years of Content Creation
Experience in producing articles and multimedia content (FAQ and walkthrough articles, troubleshooting
documents, training material, product images, GIFs, web animations, video tutorials).
Languages: English, French, Spanish, Italian, Portuguese
Tools: Figma, Photoshop, Illustrator, After Effects, Davinci Resolve
• 7 years of UX/UI Design and Front-End Development
Experience in design discovery, user journeys, information architecture, mockups, prototyping, wireframing,
visual design and responsive web design.
Tools: Figma, Adobe Photoshop, Adobe Illustrator, HTML/CSS
• 10 years of Customer Support (B2C/B2B, Social Media)
Experience in various customer support roles for a diverse range of companies offering support in English,
French, Spanish, Portuguese, and Italian for the EMEA market using phone, email, live chat, community forums
and social media channels.
• 5 years of Account Management, Sales, Business Development
Experience in account management, client acquisition, and product training in the EMEA market in English,
French, Spanish, Portuguese, and Italian.
W O R K E X P E R I E N C E _ _ _ ______________________________________________________________________
Sep 2022 - Dec 2022 | Freelance Writer for PlayVirtuoso
● Produced articles in the DJ field:
- What are Effects used for?
- How do DJs find their music?
- How to organise your DJ music collection
Experience with Copywriting, SEO.
April 2020 - Present | Pioneer DJ (AlphaTheta EMEA Limited), full-time remote work (Japanese company
specializing in DJ and Music Production Equipment)
Aug 2021 - Present
Technical Support and Knowledge Base Product Specialist
Developed and executed the self-service product roadmap and managed the daily operations of the
Support website across multiple channels (Knowledge Base, Community Forum, and Contact Form).
● Self-Service Product Strategy and Web Management
- Managed the migration of content and data from multiple Pioneer DJ websites (faq.pioneerdj.com,
support.pioneerdj.co.uk, forums.pioneerdj.com) to a unified platform (support.pioneerdj.com).
- Established and maintained content standards, tone of voice and terminology.
- Led the information architecture and customer journey mapping of the Help-Centre, defining
relationships between different content types to optimize content discoverability and user flow.
- Led the content update and translation of support content pages into French, German, Italian,
Spanish, Portuguese, and Japanese.
- Used multiple tools to track tasks, communicate updates, share knowledge and collaborate with
stakeholders (Japan, UK) on ongoing web projects.
- Created new pages covering product launches and updated existing pages (content, images, links).
- Monitored the Self-Service performance to identify missing opportunities and address knowledge
gaps.
- Managed the file library in Amazon S3, Zendesk and Dropbox (images, PDFs, product firmware and
multimedia content).
Expertise in CRM and CMS tools: Zendesk Support, Zendesk Guide
Project Management: ClickUp, Trello
● UX/UI and Visual Design
- Led the UX/UI design and prototyping of the Help Centre sites (Support site, Community Forum, and
Contact Form) for both mobile and desktop experiences.
- Created UI assets and visual materials, such as icons, thumbnails, and hero images, to support the
Help Centre content.
Expertise in UX/UI Design tools: Figma, Photoshop
● Front-End Development
- Designed and developed original web and mobile content, ensuring responsive and user-friendly
interfaces.
- Maintained and edited CMS stylesheets and scripted templates using HTML, CSS, and Handlebars
(hbs) languages.
Expertise in: HTML, CSS (Responsive Web Design)
● Content Creation
- Authored and produced technical how-to articles, troubleshooting guides, and best practices
documentation for internal teams and external users.
● Technical Support and Community Forum Moderator
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- Provided technical assistance and troubleshooting to hardware (technical riders, DJ setups) and
software usage (rekordbox, subscriptions).
- Communicated daily with Japan Product specialists on updates and ongoing projects.
- Delivered training for new recruits, enhancing team capabilities and knowledge sharing.
April 2020 - Jul 2021
Customer Support and Knowledge-Base Consultant
● Provided support to customers in the EMEA region across English, French, Italian, Spanish, and
Portuguese.
● Created macros and drafted saved replies in multiple languages.
● Led the creation of knowledge base content (support articles, technical user guides, troubleshooting
documentation, and product comparison tables).
● Moderated the Community Forum, addressing user questions.
August 2017 – April 2020 | Xapo bank, full-time remote work (American financial technology company
offering multi-currency bank accounts, debit cards, fee-free currency exchange, and a Bitcoin wallet).
FAQ and Community Manager
Sitting in the Customer Success team, I developed Xapo’s self-service website.
● Help-Centre Website and Customer Experience Management
- Developed and executed Xapo’s self-service vision and strategy for the Help Centre.
- Designed and optimized the Support site structure to enhance customer journey performance and
website usability.
- Managed the migration of the Help Centre resources from Inbenta to Salesforce, ensuring a
seamless transition to the new content management system.
- Managed the analysis of content and search performance to ensure all content was optimized for
discovery on relevant topics to align with keywords.
Expertise in CRM and CMS tools: Intercom, Inbenta, Salesforce.
● Content Creation and UI Design
- Authored and managed the translation of over 300 FAQ articles (educational, news and updates,
self-guided articles for the knowledge base) in English, Spanish, and Portuguese.
- Created, manipulated, and edited graphic assets (PNG, SVG, web animations, GIFs).
- Created animated videos and video tutorials.
Expertise in UX/UI Design tools: Figma, Photoshop, Illustrator
Expertise in video editing, and motion graphics tools: Davinci Resolve, After Effects.
● Front-End Development
- Designed and produced responsive content for web and mobile platforms.
- Developed and maintained the style guidelines for the Help Centre website, while ensuring
alignment of website styles with brand identity.
Expertise in Layout and Responsive Web: HTML, CSS.
● Social Media Communications Management
- Responsible for responding and building 1:1 relationships with Xapo’s community using DMs and
comments across the company’s core social media channels (Twitter, Facebook, Instagram, YouTube,
Reddit, Trustpilot, and Reclame Aqui).
May 2015 – August 2017 | Wolverine WorldWide, London, UK (American footwear, and apparel company)
E-commerce Consumer Relations Specialist – EMEA
● Managed communication with direct customers across multiple channels, including email, phone,
mail, live chat, and social media platforms using Hootsuite (Facebook, Twitter).
● Oversaw stock contracts and orders, liaising with warehouses and utilizing SAP to ensure timely
product availability and delivery.
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● Designed, wrote, and implemented standardized email communication templates in English and
French and produced an internal specialist product knowledge base.
● Collaborated with the E-commerce technical team to develop written content and enhance
user-centered design.
● Contributed to website redesign initiatives, focusing on usability and accessibility.
July 2014 – November 2014 | Cognitive Group, London, UK (Microsoft specialist recruitment company)
Microsoft Dynamics CRM Recruitment Consultant - France
● Established and led the Microsoft Dynamics CRM recruitment function covering the French territory,
and reported directly to the CEO.
● Developed strategic plans to penetrate the French market, and provided market intelligence on the
French CRM sector with trends, opportunities, and challenges.
● Worked in the full recruitment process from the acquisition of new clients, contract negotiation, and
job qualification, to the candidate interviewing and delivery of new hires.
● Represented the company at Microsoft Convergence in Barcelona, a three-day business conference.
● Signed clients: Novulys, Keyrus, Point Base.
October 2013 – June 2014 | Kay & Trouw Associates, London UK (specialist SAP BI and Oracle EPM
recruitment company)
Recruitment Consultant – SAP, Oracle - BI, EPM – Southern Europe & Latin America
● Developed and implemented strategies to acquire a portfolio of international clients across France,
Spain, Portugal, Italy, Benelux, and new markets such as Brazil and Mexico.
● Managed the full recruitment lifecycle, from client acquisition, candidate identification and
interviewing to placement and post-placement follow-up.
● Signed clients: Deloitte (Spain), SBM Offshore (Monaco), Clariba (UAE), Neonn (France), Groupe RSA
(France).
May 2008 – September 2013 | Totalstay Group, London, UK (hotel and travel wholesaler)
September 2012 – September 2013
National Sales and Customer Success Manager – France (B2B)
● Managed a portfolio of 1,100 clients, and increased revenue by 14.6%, growing from £4.8 million to
£5.5 million.
● Acquired new clients, developed existing accounts, and maintained repeat bookings through B2B
reservation engines and XML distribution channels.
● Collaborated with major account directors to gain an in-depth understanding of unique client needs,
tailoring solutions to maximize value.
● Conducted product training during client visits and trade events, educating customers and enhancing
product adoption.
● Utilized extensive data analysis in Excel to assess client sales performance, identify growth
opportunities and risks, and determine strategic direction for upcoming periods.
March 2011 – September 2012
Regional Sales Manager – Southern France (B2B)
● Managed a portfolio of 330 accounts, generating £1.2 million in revenue by 2012.
● Led a 12-month field-based sales assignment, focusing on new business development in the
Rhone-Alpes and Provence-Côte d’Azur regions.
● Implemented regional sales strategies, increasing market share and brand visibility in Southern
France.
June 2010 – March 2011
Customer Care Advisor – Past Booking (B2B, B2C)
● Provided multilingual customer support to global clients via phone, email, and fax in English, Spanish,
French, Italian, and Portuguese.
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● Resolved client queries and complaints related to account details, service and product quality issues,
invoices, and transaction errors for past bookings.
● Negotiated resolutions with partners, achieving mutually beneficial outcomes.
January 2010 – June 2010
Sales and Personal Assistant to the French Sales Director (B2B)
● Built and maintained relationships with existing and newly signed accounts by promoting the
company's updated products and services.
● Provided product training and technical support over the phone.
May 2008 – December 2009
Reservation consultant – FIT and Groups – (B2B, B2C)
● Sold a range of worldwide hotels and travel activities to travel professionals and the general public in
English, French, Spanish, Portuguese, and Italian.
● Liaised and negotiated terms and rates with hotels and global partners.
● Recognized as the Best Customer Service Consultant in 2009 and Selected for a 3-day FAM trip to
Greece organized by GTA.
September 2007 – October 2007 | Lionbridge Interpretation Services, London, UK
Lionbridge provides interpretation services for businesses, medical services, and state governments.
Freelance Portuguese Interpreter offers simultaneous interpretation of medical assignments onsite.
January 2007 – October 2007 | Stanfords, London, UK (Global maps and travel book store)
Sales Adviser
January 2006 – December 2006 | The European Bookshop, London, UK (European language bookstore)
Bookseller (French, Spanish, Italian, Portuguese)
August 2005 – October 2005 | Moody’s Investors Services, London, UK (Investment Credit Rating agency)
Customer Service Representative – EMEA (English, French, Spanish, Italian, Portuguese)
● Assisted clients with online product usage, and directed subscribers to relevant analytical resources.
● Collaborated closely with Events, Sales, and Account Management teams to identify and forward
potential leads.
E D U C A T I O N____ _______________________________________________________________________________
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2004 – 2005 | University of Newcastle Upon Tyne, UK
I enrolled for a full academic year as an Erasmus exchange student.
● Coursework included Language, Economics, and Political courses;
● French Writing Skills, Spanish, Portuguese, Supply Chain Management, Human Rights Law, Political
Thought: Perspective on International Affairs, The Third World in Global Development, and
Contemporary Political Philosophy- | Université d’Angers, Angers, France
● BA in Modern Languages applied to International Business
● Courses including English, Spanish, Italian, Business, Economics, and Law studies.
Q U A L I F I C A T I O N S A N D T R A I N I N G _____ ____________________________________________________
March 2023 | Coaching skills for non-managers (TrainingU)
● The certificate is a course that aims to help participants develop their coaching skills and apply them
in their workplace.
March 2023 | Google Analytics Certification (Skillshop)
● The certificate helps you understand the data types and structures in Google Analytics, how to
leverage data to solve problems, and data analysis to extract meaningful insights.
June 2017 | Solutions Certificate (ICS – Institute of Customer Service)
● The certificate helps you develop and demonstrate your skills to identify, create, and propose
solutions to recurring issues for improvements in customer service delivery.
May 2016 | Communication Certificate (ICS – Institute of Customer Service)
● The course covers essential skills for dealing with internal/external customers and highlights how the
role of customer service fits in with the needs of the whole organization.
Nov 2015 | First Impressions (ICS – Institute of Customer Service)
● 20-hour interactive course developing knowledge, and skills, and generating ideas to improve
customer service.
I N T E R E S T S A N D A C T I V I T I E S_________________________________________________________________
• Calisthenics, Vinyasa Yoga, and arm-balance practice;
• DJing, Electronic Music Production;
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