Freelancer profile translated to English.
Back to original languageAbout Anais
Hello and welcome to my profile đ
With 10 years of experience in customer relations, I can assist you with the following:
đž Customer Success Manager đž
đž Customer Onboarder đž
đŻ My main goal is to provide quality service by offering high-level support to your clients.
đ» As a service provider, I am responsible for training new users on how to use your SAAS platform, offering them personalized support so they can quickly become autonomous.
đ I am also attentive in collecting their development requests to feed into your roadmap.
đ I ensure close monitoring of my client portfolio to guarantee their satisfaction and loyalty, as well as minimize churn by effectively managing contract renewals.
đ Finally, I offer continuous monitoring of the customer experience by optimizing internal processes, FAQs, and video tutorials.
đž Customer Care đž
đŠžđœââïž Be the preferred point of contact for users encountering difficulties and help them resolve their issues via chat, email, or phone.
đ”đœââïž Identify recurring issues or bugs to report them to the technical teams.
đŁ Be the voice of your users to convey their feedback and feelings internally.
âđœ Facilitate processes and contribute to and write articles for your help center.
đ Provide the best customer experience and make your customers happy!
If my profile interests you, I would be delighted to discuss your needs and how I can contribute to your success.
Looking forward to connecting,
AnaĂŻs
French
Native or bilingual
English
Fluent
Remote only
Primarily works remotely
Experience
- TrackdéchetsUser SuccessENVIRONMENTALFebruary 2024 - Today (2 years and 4 months)Montpellier, France
- Reactive and proactive user support on the Trackdéchets platform
- Optimization of the user journey and support processes
(tools, FAQ, tutorials, statistical monitoring)- Product contribution: writing specifications, performing functional testing, and relaying user needs.
- Participation in the continuous improvement of the platform and the creation of educational content (articles, training).
- MaieuticappSupport ManagerSOFTWARE PUBLISHINGJune 2023 - December 2023 (7 months)Montpellier, France
- Management of customer service and onboarding
- KPI monitoring, chatbot optimization, and creation of educational content (FAQ, videos)
- Team management and continuous improvement of internal processes using a cross-functional collaboration tool.
- Product contribution: prioritization of fixes, analysis, and prioritization of platform development needs.
- IndyCustomer Care Agent / Customer SupportSOFTWARE PUBLISHINGApril 2023 - May 2023 (1 month)Montpellier, France- Respond to customer requests via Intercom live chat(technical, functional, consulting support)- Track, qualify, and prioritize customer requests via Jira helpdesk to ensure they are handled as efficiently as possible- Improve the software with the Product and Tech teams by relaying customer feedback
Reviews
Recommendations
These freelancer profiles also match your criteria
Agatha Frydrych
Backend Java Software Engineer
4.7
(3)
2
Baptiste Duhen
Fullstack developer
4.6
(4)
5
Amed Hamou
Senior Lead Developer
4
(2)
7
Audrey Champion
Web developer
4.3
(3)
4
Education
- Master in Strategic ManagementUniversité de LILLE 12019EN ALTERNANCE
- Professional Bachelor's Degree in Organization Management, Project Manager SpecializationUniversité de Saint Quentin en Yvelines2015EN ALTERNANCE