Freelancer profile translated to English.
Back to original languageAbout Alexandre
Is your Customer Service absorbing pressure but not creating enough value?
Accumulating backlog. Unstable SLAs. Inconsistent customer experience. Underutilized CRM. Engaged but poorly structured team.
The problem isn't just operational. It's strategic.
A high-performing Customer Service isn't a cost center. It's a lever for experience, loyalty, and growth.
I step in as a Customer Service, CRM & Customer Journey Expert to transform your support into a sustainable performance engine.
Customer Service Audit & Diagnosis
- Audit of Customer Service, Support, and Customer Success processes
- Customer Journey Analysis (friction points, irritants, key moments)
- Perceived Quality & CSAT Evaluation
- CRM Audit (structure, usage, automations, data)
- KPI Analysis: backlog, SLA, FCR, productivity
- Identification of quick wins & prioritized action plan
Operational Structuring & Optimization
- Taking over struggling teams
- Interim Management
- Implementation of rituals & governance
- Structuring SOPs & knowledge base
- CRM Optimization (Zendesk, Salesforce, Intercom, Freshdesk...)
- WFM & capacity planning organization
- Creation of decision-making dashboards
- Alignment of Support – Product – Tech – Ops
Customer Experience & Customer Care
- Customer Journey Redesign
- Improvement of post-purchase journeys
- Structuring Customer Care standards
- Implementation of experience indicators
- Loyalty & churn reduction strategy
Training
- Customer Service & Customer Care Training
- Support Manager Coaching
- Structuring continuous improvement rituals
- Developing KPI culture & data-driven piloting
Method:
- Rapid diagnosis.
- Prioritized action plan.
- Execution with your teams.
- Skill transfer to ensure sustainable results.
Visible improvements within the first few weeks.
10+ years of experience.
Available immediately.
French
Native or bilingual
English
Fluent
Can work on-site
Paris (up to 50km), Montpellier (up to 50km), Bordeaux (up to 50km), Nantes (up to 50km), Lyon (up to 50km)
Experience
- BlaBlaCarHead of Customer Service France & SpainTRAVEL AND TOURISMSeptember 2024 - Today (1 year and 9 months)Paris, France
- Management of the French and Spanish customer service teams
- Management of a team of 30 people
- Implementation of customer service improvement strategies
- Daily and weekly reporting to company management
- Definition and monitoring of KPIs (Occupancy, backlog, SLA, CSAT) to drive performance
- Planning training and skill development for agents and middle managers
- Implementation of steering dashboards for management and managers
- Cross-functional project management: coordination of Product, Tech, Ops teams, stakeholder animation, needs definition, project monitoring, and improvement deployment
- Design and deployment of an AI chatbot with Gemini, dedicated to managing Customer Relations incidents. The tool guides managers step-by-step through sensitive situations, standardizing best practices and reducing response times. Result: high-quality processing, optimal customer support, and better operational control of teams.
- CustomerzCustomer Success ManagerCONSULTING AND AUDITSApril 2024 - April 2025 (1 year)Paris, France
- Active contribution to team growth, by helping to structure the activity and develop the group's impact.
- Participation in business development by creating concrete use cases to attract new clients.
- Contribution to group communication through writing specialized articles and interviews in Customer Success.
- L'EtudiantExpert Customer SuccessPRESS AND MEDIAJanuary 2024 - September 2024 (9 months)Paris, France
- Customer loyalty and support
- Implementation of a structured onboarding process to support new clients
- Implementation of a CRM (Notion initially, then Hubspot)
- QBR presentations
- Analysis of client needs and identification of levers to optimize their use of services
- Creation of personalized customer journeys to maximize value delivered
- Monitoring of satisfaction and retention KPIs (NPS, renewal rate)
- Collaboration with internal teams (Product, Marketing, Support) to relay customer feedback and improve the offering
- Leading training sessions and product demonstrations to enhance tool adoption
- Development of action plans to reduce churn and improve engagement
- Identification and development of upsell and cross-sell opportunities with partner establishments.
Reviews
Recommendations
AR
+5
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Education
- Master in Management & Customer RelationsUVSQ University of Versailles Saint-Quentin-en-Yvelines2022Master 2 Management, Relation client, Digital et Qualité
- Bachelor's degree in JournalismISCPA - Graduate School of Media2009Spécialisation Radio effectuée en troisième année
Certifications
- Zendesk Explore / AnalyticsZendesk2023
- Google Project Management CertificateGoogle2024