Freelancer profile translated to English.

Description

With several years of experience in customer relations and Customer Success, I support companies in optimizing their customer experience and managing their strategic partnerships.

My versatile background has allowed me to develop solid expertise in various demanding environments. At Showroomprivé, I managed a portfolio of partner brands on the Marketplace, overseeing quality KPIs, monthly reporting, and the onboarding of new brands. At Enterprise Rent-A-Car, I acquired a strong foundation in operational management, leadership, and business development through the Management Trainee Program.

Rigorous, results-oriented, and comfortable in demanding environments, I am capable of managing complex incidents, analyzing performance data, and implementing concrete action plans to improve customer satisfaction and service quality.

In parallel, I am venturing into creating UGC (User Generated Content) for brands. Authentic and close to consumers, I create engaging video content that reflects a real user experience. My background in the world of brands and partnerships allows me to understand companies' marketing challenges and produce content aligned with their objectives.

Available remotely and on-site, I work as a freelancer for missions in Customer Success Management, partner management, customer relations, and UGC content creation.

Languages

French
Native or bilingual
English
Fluent
Wolof
Native or bilingual

Workplace preferences

Remote only

Primarily works remotely

Showroomprive
Customer Success Manager Executive
E-COMMERCE
November 2023 - Today (2 years and 7 months)
Saint-Denis, France
As a Customer Success Manager at Showroomprivé, I am responsible for the quality of the customer experience on the Marketplace. Acting as a key intermediary between the platform, partner brands, and end customers, I play a crucial role in maintaining an excellent level of service.
On a daily basis, I manage a portfolio of partner brands by monitoring and analyzing key performance indicators: NPS, shipping rate, incident rate, customer reviews. Based on this data, I identify quality issues and implement corrective action plans.
I am also responsible for managing post-purchase incidents, liaising between Marketplace sellers, customer service, legal, and technical teams to resolve disputes as quickly as possible. I also directly assist sensitive clients via email.
I handle the onboarding of new partner brands, training them on the platform's quality processes and ensuring they have all the necessary information to start under the best conditions.
Each month, I produce detailed reports for partner brands and management, summarizing performance and actions taken. Finally, I actively contribute to the continuous improvement of the Marketplace by identifying levers for optimizing the customer journey and participating in cross-functional company projects.
Salesforce Mirakl PowerBI
Enterprise rent a car
Manager Trainee
AUTOMOBILE
October 2022 - June 2023 (8 months)
Paris, France
As part of the Management Trainee Program at Enterprise Rent-A-Car, I held a versatile role that allowed me to develop solid skills in agency management, customer relations, and leadership.
On a daily basis, I was fully involved in the agency's operations: welcoming and advising customers, managing the vehicle fleet, and ensuring an impeccable customer experience at every interaction. I quickly took on concrete responsibilities, learning to manage unforeseen events in a fast-paced and demanding environment.
Commercially, I developed my sales and negotiation skills, aiming to retain existing customers and contribute to the agency's growth. I also participated in prospecting and developing the client portfolio.
Financial aspects were also part of my daily routine: monitoring agency KPIs, analyzing performance, and participating in operational decisions to optimize profitability.
Finally, I had the opportunity to train in team management, learning to coordinate, support, and motivate employees to achieve collective goals.
This experience provided me with a 360° view of managing a profit center, while strengthening my sense of service, commercial acumen, and leadership.
Operational Management of a Profit Center Internal Fleet Management Software
Korum
Receptionist
HEALTH AND WELLNESS
June 2022 - July 2022 (1 month)
Saint-Cloud, France
As part of a temporary assignment through Expectra, I was assigned to Korum, a service provider specializing in pharmaceutical industry services, based in Hauts-de-Seine.
During this assignment, my main responsibility was to contact all nephrologists in France to inform them of significant changes concerning a medication. This work required rigor, diplomacy, and excellent communication skills, as I was directly interacting with healthcare professionals.
On a daily basis, I managed a large volume of outbound calls, ensuring that the message delivered was clear, precise, and adapted to the interlocutor. I also followed up on my interactions and reported on my actions to ensure exhaustive coverage of the targeted panel of doctors.
This experience allowed me to develop my professional communication skills in a demanding environment, while gaining insight into the specifics of the pharmaceutical sector and the challenges of medical information.