Freelancer profile translated to English.

Description

Customer relationship and account management specialist with over 7 years of international experience, I have evolved in demanding environments: premium customer service at American Express in the UK, B2B account management at SOLDIS, commercial coordination within the BNP Paribas Group (Arval), and operational management of my own establishment in France.

I work as a freelancer on Customer Success, client account management, onboarding, loyalty, and B2B customer relationship management missions - 100% remote.

What I concretely bring to my clients:

• A structured and proactive customer relationship that reduces churn

• Clear and multichannel communication in French and English

• Ability to manage multiple accounts simultaneously with rigor and responsiveness

• A true results and customer satisfaction culture

I work with startups, SMEs, and growing companies that need solid support in their customer relations without hiring full-time employees.

Languages

French
Native or bilingual
Arabic
Basic
English
Fluent
Spanish
Conversational

Workplace preferences

Remote only

Primarily works remotely

Roots Brasseries & Coffee
Operations & Customer Experience Manager
RESTAURANTS AND FOOD SERVICE
March 2021 - October 2024 (3 years and 7 months)
France
• Guarantor of the customer experience across all contact points of a dual café-restaurant concept (team of 10 people).
• Implementation of a multichannel customer acquisition strategy (LaFourchette, Uber Eats, social networks) which generated nearly 5,000 followers and recurring peak attendance.
• Proactive management and resolution of customer complaints to maintain a high satisfaction rate.
• Management of supplier relations and daily operational coordination.
Team Management Supplier Management P&L Management Customer Relations Project Management
SOLDIS
Client Manager & Account Manager
CIVIL ENGINEERING
January 2022 - August 2022 (7 months)
France
• Management of a portfolio of key B2B accounts, ensuring complete commercial follow-up, from order placement to final delivery.
• Cross-functional coordination with internal procurement and logistics teams to ensure service continuity and customer satisfaction.
• Use of CRM data to anticipate customer needs, resolve friction points, and optimize supply chains.
B2B Account Management CRM Operational Coordination Order Tracking Account Management
Arval – Groupe BNP Paribas
Commercial & Operations Coordinator
AUTOMOBILE
September 2020 - December 2020 (3 months)
France
• Coordination of commercial operations for automotive leasing for corporate clients: establishing quotes, order tracking, and complete management of the contract lifecycle.
• Key interface between corporate clients, finance teams, and dealership partners to ensure smooth execution.
• Regular analysis of performance indicators to identify areas for improvement and optimize operational processes.
Commercial Coordination & Client Follow-up Contract Management Reporting Supplier Relationship Management Data Analysis