Freelancer profile translated to English.

Description

Hello and welcome to my profile 🚀

Would you like to structure, optimize, or professionalize your customer service?

For over 5 years, I have been supporting companies in managing and improving their omnichannel customer support, with an approach focused on user experience and loyalty.

I work on Customer Success and customer service missions: operational management of support, complaint management, response automation, structuring of help centers, AI integration, KPI monitoring (response time, customer satisfaction, service quality), and continuous process improvement.

My added value? A global view of the customer journey, strong autonomy, and the ability to transform customer service into a real business performance lever, in close collaboration with product and technical teams.

I assist companies with projects such as:

- Audit and structuring of customer services

- Optimization of omnichannel processes and journeys

- Support automation and knowledge bases

- KPI analysis and CX recommendations

- Onboarding and structuring of support teams

- Sustainable improvement of satisfaction and loyalty

My goal: to make your customer service a lever for growth, differentiation, and sustainable performance.

👉 Do you have a project, a challenge, or a need regarding your customer service or user experience?

I would be delighted to discuss your context and propose tailored support.

Industry field of expertise

Languages

French
Native or bilingual
English
Conversational
German
Conversational

Workplace preferences

Remote only

Primarily works remotely

PSŌM
Management and Optimization of Customer Service
HEALTH AND WELLNESS
February 2025 - Today (1 year and 4 months)
1. Complete Management of Customer Service
- Management of Level 1 to 3 support
- Tracking of tickets and complaints until resolution
- Guarantee of support quality and consistency

2. Omnichannel Customer Support
- Management of support across all digital channels (excluding phone)
- Centralization and prioritization of flows
- Harmonization of customer responses
- Omnichannel view of the customer experience

3. Customer Experience Performance Management
- Continuous analysis of support KPIs (response time, customer satisfaction)
- Reduction of response time by 25%
- Improvement of customer satisfaction by 30%
- Management of customer service performance

4. Support Automation & AI Optimization
- Response automation
- Improvement of responses via AI
- Structuring and improvement of the help center
- Optimization of the customer journey

5. Cross-functional Collaboration & Onboarding
- Reporting of issues to the technical team
- Coordination with the product team
- Onboarding of support staff
Operational Management of Customer Service Omnichannel Customer Support Performance Analysis and Optimization Automation & AI Integration Cross-functional Collaboration & Onboarding
900.CARE
Customer Service Reinforcement
FASHION AND COSMETICS
May 2024 - Today (2 years and 1 month)
Customer Relationship Management:
- Management of customer requests related to rechargeable orders and products
- Follow-up of cases until resolution
- Organization and prioritization of requests

Customer Complaint Management:
- Handling of complaints
- Analysis of situations and search for appropriate solutions
- Clear and reassuring communication

Customer Experience Improvement:
- Reporting of customer feedback
- Identification of friction points
- Contribution to process improvement
- Focus on satisfaction and loyalty
Customer Service KPI Monitoring Complaint Management Problem Solving Multichannel Customer Support
Invoxia
Customer Service Management
TECH
September 2023 - September 2025 (2 years)
Paris, France
Management of Customer Interactions:
- Respond to incoming tickets related to technical issues, ensuring quick and accurate follow-up.

- Identify and resolve customer problems concerning the use of GPS trackers, ensuring a smooth and efficient experience.

Analysis and Reporting of Issues:
- Analyze GPS tracker usage data to understand reported incidents and identify areas for improvement.

- Identify recurring trends in customer complaints to anticipate technical needs and adjust solutions.

- Report relevant technical issues to internal teams, providing precise information and potential solutions.

- Propose concrete recommendations, based on the analysis of customer feedback and usage data, to optimize products and services.
Customer Service Customer Satisfaction Technical Support Technical Problem Solving Troubleshooting