Freelancer profile translated to English.
Back to original languageAbout Ada
For over 14 years, I have been working in B2C digital environments where user experience, content, and customer relations are central.
At adopte, I worked on improving user journeys, structuring help content, optimizing support processes, and developing self-service solutions to make the experience simpler and more fluid, both for users and internal teams.
Over the years, I have developed expertise in knowledge management, FAQs, knowledge bases, customer education, and content optimization. I have also participated in projects related to automation and the integration of generative AI tools in support operations.
In parallel, I worked in web writing for various media and blogs such as Nanas Beauté, À trois on sourit, and En visite avec un chef.
Today, I help companies create useful, clear, and engaging content: web articles, FAQs, educational content, knowledge bases, and customer experience optimization.
French
Native or bilingual
English
Fluent
Can work on-site
Paris (up to 50km)
Experience
- adopte.appHead of Customer Service & Customer OperationsTELECOMMUNICATIONSFebruary 2024 - April 2026 (2 years and 2 months)Paris, France• Managed customer service operations across Europe and Latin America• Team management and skills development• Performance management (CSAT, productivity, operational efficiency)• Definition and prioritization of cross-functional projects for journey and process improvement• Mapping and structuring of operational processes• Analysis of user behaviors and identification of friction points• Structuring of a knowledge management system (FAQ, internal database, macros)• Deployment of self-service solutions and usage transformation• Implementation of automation and generative AI tools• Supporting teams in adopting new practices and tools• KPI analysis and identification of optimization leversResult: A transformation of journeys and usage that led to a 58% reduction in ticket volume (12K → 5K), with improved service quality.
- adopte.appQuality Control Officer – Customer SupportTELECOMMUNICATIONSAugust 2011 - February 2024 (12 years and 6 months)Paris, France• Managed service quality and continuous improvement• Analysis and reporting of KPIs (CSAT, contact rate, quality)• Root cause analysis and implementation of corrective actions• Training and support for teams• Structuring of the knowledge base and response standards• Zendesk Referent: tool structuring and workflow optimization• Coordination with external providers
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Education
- Master's degree in French LiteratureSorbonne Nouvelle2003Master 2 de littérature française