Freelancer profile translated to English.
Back to original languageAbout Alicia
🎯 Customer Care & Success | User Support & Product Guidance
Independent, passionate about customer satisfaction and product optimization
Welcome to my profile,
After more than 10 years of experience in various environments in industry, publishing, education, and digital services, I decided to make customer relations and user success my core business as an independent.
I work alongside startups and established companies to structure and grow their customer relations through two key levers:
🎧 Customer Care Specialist:
I handle user support (Level 1 and 2), adapting to your tools and brand voice.
Objective: to provide fast, human, and effective assistance, to ensure a smooth and memorable customer experience.
▫️Multichannel management (Zendesk, email, chat, phone)
▫️Dispute resolution, handling sensitive requests
▫️Identification and reporting of friction points
▫️Structured product feedback & continuous improvement
🚀 Customer Success Manager:
I support your clients or partners throughout their lifecycle, to ensure adoption, engagement, and loyalty around your digital solution.
▫️Personalized onboarding & client follow-up
▫️Content implementation (in-app, CRM, email campaigns)
▫️Creation of dashboards & KPI analysis
▫️Collaboration with product, marketing, and tech teams
đź’ˇ In short:
If you are looking for someone who:
âś” knows the ins and outs of customer relations
âś” knows how to adapt to your tools and your users
âś” acts quickly, well, and always with a smile
âś” turns irritants into opportunities
Then let's discuss your project!
French
Native or bilingual
English
Fluent
Japanese
Basic
Remote only
Primarily works remotely
Experience
- Podosport - Excellence en PodologieMember Relations Manager (Part-time)EDUCATION AND E-LEARNINGMay 2025 - Today (1 year and 3 months)Managing relations with learning members, in collaboration with the academy's founder, SĂ©bastien Malice, a Podiatrist with 20 years of experience, providing certified advanced training in podiatry:â—˝Conducting videoconference onboarding sessions to guide new members in using the two online platforms and ensure their operational autonomyâ—˝Monitoring the progress of members at the advanced stage of learningâ—˝Producing/regularly transmitting performance indicators (KPIs) to management
- TN SolutionAccount Manager and Community ManagerDIGITAL AND ITApril 2025 - December 2025 (8 months)TN Solution is a company specializing in Microsoft process automation via Powershell.The mission: to simplify and optimize IT infrastructure management through its services and the Orchestrator license.In direct collaboration with co-founders Nicolas Gras and Thomas Perez, I am supporting the company in increasing its online visibility and developing its client base.
- KhapeoCustomer Care Manager - FreelanceSOFTWARE PUBLISHINGNovember 2024 - December 2024 (2 months)Support Manager for a Road Safety Awareness course booking platform:
- Handling incoming requests from prospects and trainees via email and phone, managing requests from partners (approved recovery centers)
- Resolving disputes and managing sensitive cases: course cancellations, refund rejections...
- Processing refunds
- Responding to Trustpilot and Google reviews
Reviews
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Education
- Bachelor's degree, Applied Foreign Languages English - JapaneseUniversity of Cergy-Pontoise2009Licence, Langues étrangères appliquées Anglais - Japonais
Certifications
- EF SET English Certificate 80/100 (C2 proficiency level)EF Standard English Test2020
- Professional English for Tourism (B2+ proficiency level)Université Paris Nanterre2019