Freelancer profile translated to English.

Description

SaaS Customer Success and customer support specialist with over 6 years of experience on critical platforms in EMEA. My expertise: transforming every customer interaction into an opportunity for loyalty.

My career in numbers:

- 4 years as a Stripe expert (payments, disputes, KYC/AML, merchant onboarding)

- Daily Salesforce and Zendesk power user

- 3 working languages: Native French, English C1, Spanish B2/C1

- Over 10,000 B2B/B2C tickets resolved

What I offer:

- Premium SaaS customer support in French — handling complex tickets, escalations, disputes

- B2B Customer Success — onboarding, account management, churn reduction

- Audit of your FR support — process analysis and recommendations

- Implementation of Zendesk macros and customer relation playbooks

What sets me apart:

Trilingual native speaker covering 3 markets (FR, EN, ES) with a single agent. Rare expertise on Stripe and its API dashboards. Business acumen inherited from 7 years as the owner of my own restaurant in Paris — I know what a customer truly wants.

Available full remote, responsive within 24 hours, autonomous from day one. I work with SaaS startups, e-commerce, and premium brands that want a customer relationship as good as their product.

Industry field of expertise

Languages

French
Native or bilingual
English
Fluent
Spanish
Fluent

Workplace preferences

Remote only

Primarily works remotely

Concentrix (Arcteryx.com support),
Customer Service Representative
June 2024 - Today (2 years and 2 months)
Barcelona, Spain
• ● Deliver high-tier support for global clients, ensuring seamless service delivery in bilingual environments.
• ● Utilize Salesforce to manage customer lifecycles, maintaining high data integrity and CSAT scores.
• ● Identify and resolve complex service bottlenecks to improve overall customer retention and satisfaction.
• ● Customer success agent on Mails,phone,chat, verifying stocks, deliveries, B2B and B2C.
• ● Digital assessments and product service and guest services support.
Salesforce customer success Zendesk SAAS customer service
Teleperformance,
Bilingual Customer Success & Technical Representative
May 2020 - June 2024 (4 years and 1 month)
Barcelona, Spain
• ● Acted as a subject matter expert for the Stripe financial ecosystem, supporting integrated payment products for the EMEA market.
• ● Managed end-to-end resolution of technical and financial issues for B2B and B2C clients via Salesforce and Zendesk.
• ● Analyzed user account configurations to provide strategic recommendations and optimize software implementation.
• ● Coordinated with Tier 2 technical teams via Slack to resolve critical hardware/software bugs.
Cygnific B.V.,
Technical Support Representative
October 2017 - April 2021 (3 years and 6 months)
Amsterdam, Netherlands
• ● Provided specialized technical troubleshooting for Hitachi storage solutions across international markets.
• ● Diagnosed hardware failures and software compatibility issues using Lotus Notes CS.
• ● Managed the escalation pipeline for complex technical inquiries, ensuring timely resolution.