Freelancer profile translated to English.

Description

Here is my profile and my strengths in a few words:

➡️ Over 7 years of experience in great companies, first in permanent positions (PSG, Roland-Garros, Weezevent, Ulysse) and then as a freelancer (BPI, Qare, Blank, Leetchi, DIJO, Bene Bono, Tabesto, Merci Michel, Artur)

➡️ Involvement in a wide range of topics (team management, tool configuration, bot creation, audit and recommendation on organization, CSAT surveys, internal process improvement, recruitment, onboarding creation, etc.)

➡️ Very curious and self-taught through reading (The obsession with customer service), podcasts (Marine Deck's client). I fuel my creativity through Notion where I list all best practices in customer relations.

➡️ I am very good at anticipating what the client will or will not understand and translating it into business improvements.

⭐️ The final word ⭐️

I am ambitious about customer service and I am convinced that brands should take much more example from those who invest in their customer relations by responding quickly, well, and by speaking simply to their customers (e.g., Asphalte or Indy, which I love!)

Industry field of expertise

Languages

French
Native or bilingual
English
Native or bilingual
Spanish
Conversational

Workplace preferences

Can work on-site

Paris (up to 10km)

Customerz
Customer Relations Consultant
E-COMMERCE
December 2022 - Today (3 years and 6 months)
Paris, France
➡️ I help companies structure their customer service in 3 main areas:

1) Organization & Positioning Audit
2) Team Management (recruitment, training, skill development)
3) Tool Optimization (Zendesk, Aircall, Intercom, etc.) & Processes

Clients assisted: BPI France, Leetchi, Bene Bono, DIJO, Artur, Submagic
Scalezia
Customer Relations Consultant
CONSULTING AND AUDITS
March 2023 - Today (3 years and 3 months)
Paris, France
➡️ Customer support in the form of 3/4 hour sessions:

- Creation and implementation of user interviews
- Develop a customer satisfaction survey (questions + scoring)
- Setup + Hotjar learning to monitor user/client "drop off/churn" activity
- Creation of a strategy to create 1 customer use case per month

Clients: Merci Michel, Fantastique Bazar, Tax Suits You
Hotjar User Interview CSAT
Ulysse
Customer Success Manager
TRAVEL AND TOURISM
November 2021 - October 2022 (10 months)
Paris, France
➡️ Productivity Improvement:
- Creation of a file with over 300 canned responses to improve response time and facilitate onboarding of new hires
- Creation of a file with all key information (cancellation policy, how to contact them, etc.) company by company
- Implementation of aText (text shortcuts) to increase advisor productivity by 70%

➡️ Customer Satisfaction Improvement:
- Creation of a deals file (restaurants, excursions) for over 30 destinations to give to clients

➡️ Omnichannel Policy:
- Development of Twitter and Messenger to communicate faster with companies
- Implementation of WhatsApp Business for our "Premium" clients
- Automation of social media with Slack via Zapier
Customer Service Process Facilitation Customer Satisfaction Sense of Organization Empathy Interpersonal Skills

Check out Alexandre's experience

Elodie

Ulysse

Reviewed on 1/26/2022

Alexandre has a vision that is very focused on the customer experience and associated product improvements. It's pleasant to have a fresh perspective to reorganize and try new things. I highly recommend him!