Freelancer profile translated to English.

Description

Passionate about optimizing the customer experience, I help growing companies define and strengthen their customer service.

In my opinion, exceptional customer service is based on **3 fundamental values**:

➡️ Trust: A relationship of trust is built on our ability to listen, keep our word in all circumstances, and take responsibility.

➡️ Reactivity: The first criterion of satisfaction will always be based on our ability to solve customer problems quickly and efficiently. My goal is to guarantee reactivity and quality of responses. This way, we build customer loyalty while increasing recommendations!

➡️ Simplicity: Communicate in a simple and direct way, from human to human, to make exchanges more personal. Offer clear and concise communication to create an easy-to-understand and effortless experience for the customer.

I support you in all your projects on several levels:

📚 Audit of your processes (assessment, identification, recommendations, action!)

💪 Customer portfolio management, internally and externally

🏗️ Structuring your customer service department

🎓 Training your teams

🤝 Onboarding, usage monitoring, KPI reports

👉 Do you have an ambitious project in mind? Let's talk about it!

Industry field of expertise

Languages

English
Fluent
Spanish
Native or bilingual

Workplace preferences

Remote only

Primarily works remotely

CEF Patrimoine
Customer Success Manager Freelance
EDUCATION AND E-LEARNING
January 2024 - Today (2 years and 4 months)
Paris, France
➡️ Construction and management of the Customer Service department with the objective of providing customers with the best onboarding they have ever had. Result: we went from 50% customer satisfaction to 98%
➡️ Onboarding, support, and development of a personalized action plan for each client. Result: 85% of program members took action
➡️ Main point of contact for customers, responding quickly to their needs and requests
➡️ Implementation, optimization and improvement of service performance, processes and tools
➡️ Recruitment, training and management of 4 people
➡️ Monitoring and analysis of key performance indicators (KPIs), with an increase in Net Promoter Score (NPS) and a 20% growth in customer lifetime value (CLV)
➡️ Monitoring of invoice payments by customers.
Customer Success Management Customer satisfaction Customer service structuring Customer Service Manager
Paradox Institute
Talent Acquisition Executive Freelance
EDUCATION AND E-LEARNING
August 2023 - January 2024 (6 months)
Dubai - United Arab Emirates
➡️ Definition and implementation of a recruitment strategy that reduced recruitment time by 30%
➡️ Writing attractive job offers that increased the quality of applications by 25%
➡️ Use of various sourcing channels (job sites, social networks, LinkedIn, Monster, etc.) to attract a wide range of qualified candidates
➡️ Organize and conduct pre-selection interviews, skills tests, salary negotiations, interview preparation
➡️ Improved candidate Net Promoter Score (NPS) by 25% by ensuring a fast recruitment process and providing qualitative feedback
➡️ Collaboration with recruitment managers to develop effective interview questions and evaluation criteria, increasing selection accuracy by 20%
➡️ Evaluation of candidates' professional skills
➡️ Maintaining communication with candidates after offer acceptance, ensuring a smooth transition into the organization
Recruitment Recruitment process Talent management and development Recruitment strategy E-learning Training
Pixie Services - Spain
Business Development Manager
TECH
April 2022 - June 2023 (1 year and 2 months)
Barcelona, Spain
➡️ Complete sales cycle (40%):
- Prospecting / Cold calling (60/week)
- Prospect qualification
- Negotiation
- Closing
➡️ IT profile recruitment process (40%):
- Create, identify and implement the best approaches to attract the best candidates using digital tools, databases and social networks
- Write job descriptions and post offers on job sites (LinkedIn, Indeed, Monster, Apec)
- Organize and conduct pre-selection interviews, skills tests, salary negotiations, interview preparation
- Identify target sectors to proactively create a pool of qualified candidates
- Establish long-term relationships with all candidates
➡️ Account management (20%):
- Establish a long-term relationship of trust with clients
- Understand needs and proactively provide solutions to develop the client's business
- Manage renewals and additional upsells
- Improve customer satisfaction through regular follow-up and calls
Business development Sales Management IT Recruitment Account Management Customer Success Manager