Alice Plainfossé

Passionate about customer relations and user experience, I have developed strong expertise in customer service, but not only...

My experience as a Process Manager at Back Market has allowed me to grow in many areas and with various tools. I obtained my "Zendesk Expert Admin" certification, and I know all the settings and sophistication possibilities of Zendesk to adapt the tool to your company. I havesolid skills in improving customer service processeswhich include: quantitative or qualitative data analysis, user research (with interviews if necessary), process solution design, implementation of the new process (documentation, training, change management), and impact monitoring.

The mission of Quality & Support Manager within M6+ (M6 Group) also allowed me to discover the world of media and streaming issues by adapting to new tools. Managing support has become inseparable from **the power of AI**, which I have learned to master (mainly on Claude). I obtained my Airtable Builder certification, which helped accelerate workflows and low-value-added tasks. Through my experience, I have learned the key skills to correctly use artificial intelligence models: being very clear about the request, implementing safeguards, being rigorous in the steps, and maintaining constant vigilance to remain relevant.

If you were to remember one thing about my profile:I will see things through to understand and solve your problems.I have a strong ability to adapt to tools, I know how to handle data, leverage AI, and go straight for what brings the most business value.

Feel free to contact me to discuss:)

PS: Also I speak English fluently!