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 with startups and established companies to structure and grow their customer relationships through two key levers:
🎧 Customer Care Specialist:
I handle user support (Level 1 and 2), adapting to your tools and brand voice.
Goal: 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 & customer follow-up
▫️Content implementation (in-app, CRM, email campaigns)
▫️Dashboard creation & 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
- TN SolutionClient Relationship Manager and Community ManagerDIGITAL AND ITApril 2025 - December 2025 (8 months)TN Solution is a company specializing in automating Microsoft processes via Powershell.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 clientele.
- 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 point recovery centers).
- Resolving disputes and managing sensitive cases: course cancellations, refund rejections...
- Processing refunds.
- Responding to Trustpilot and Google reviews.
- Sport HeroesCustomer Success Manager - FreelanceSPORTSMarch 2024 - July 2024 (4 months)Paris, FranceSupport for the implementation and management of sports challenges on the Healthy Cities application, for an international health group:
- Design and organization of various sports challenges aimed at encouraging employees to adopt an active lifestyle.
- Online event management to maximize employee participation and engagement, while promoting the benefits of physical activity for health and well-being.
- Collaboration with internal teams to monitor performance and gather feedback to continuously improve sports initiatives.
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Education
- Bachelor's Degree, Applied Foreign Languages English - JapaneseUniversité de 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