Freelancer profile translated to English.
Back to original languageAbout Anais
Bilingual FR/EN freelancer specializing in customer relations, coordination, and operational management. I help companies better organize their operations, improve customer experience, and manage their projects with efficiency and responsiveness.
English
Native or bilingual
French
Fluent
Remote only
Primarily works remotely
Experience
- OptevenCustomer Experience Officer – International AssistanceBANKING AND INSURANCEMarch 2025 - September 2025 (6 months)Opteven, Villeurbanne, France• Management of 40 to 70 incoming calls per day: warranty verification, claims opening, and customer assistance across Europe.• Coordination of cross-border interventions (towing, accommodation, repatriation, vehicle rental) in compliance with SLAs.
- OptevenCustomer Experience Officer – International AssistanceBANKING AND INSURANCEFebruary 2025 - September 2025 (7 months)Opteven, Villeurbanne, France• Handling and resolution of complex cases and customer complaints with a satisfaction rate above 90%.• Entry, tracking, and closing of 100% of cases in the CRM, ensuring traceability and service continuity.• Production of incident and performance reports for management and partners.
- Fondation Wadja Niamke,Project Manager & Organizational LeadJanuary 2019 - January 2021 (2 years)Abidjan, Côte d'Ivoire• Administrative and operational management of educational and social projects in an NGO context.• Launch and management of a microfinance program for over 50 women entrepreneurs (95% repayment rate).• Coordination of local and international stakeholders and monitoring of performance indicators.
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Education
- Master in International Business AdministrationESDES2025Master en International Business Administration
- Bachelor of ArtsUniversity of the Witwatersrand2018Bachelor of Arts
Certifications
- Certificate Elements of AIUniversity of Helsinki2025