Freelancer profile translated to English.

Description

A professional focused on customer satisfaction and experience, I help companies optimize their customer service and Customer Success strategy. With solid experience in premium and international client relationship management, I know how to combine high standards, efficiency, and a service-oriented mindset.

🎯 Concrete results achieved:

Increased customer satisfaction and ratings (NPS, reviews, retention)
Improved brand visibility and image through a premium customer experience
Reduced churn through proactive and personalized support
Upselling

🛠️ On a daily basis, I am responsible for:

Complete management of customer requests (support, follow-up, calls, emails, social media)
Onboarding, support, and retention of users/clients
Structuring and optimizing Customer Success / Support processes
Providing actionable customer feedback to product, tech, and marketing teams
Close collaboration with internal teams to improve customer experience and product adoption

🚀 With a strong product affinity, I quickly understand features, user journeys, and business challenges.

I act as a true extension of the teams, with an approach focused on performance, revenue, and long-term satisfaction.

Industry field of expertise

Languages

French
Native or bilingual
English
Fluent
Spanish
Conversational
Portuguese
Fluent

Workplace preferences

Remote only

Primarily works remotely

Planity
Customer Success Manager
TELECOMMUNICATIONS
January 2022 - June 2025 (3 years and 5 months)
Paris, France
Client portfolio management: daily support for trade shows and institutes.
Onboarding and training: account creation, settings configuration, data import.
Strategic support: analyzing needs, proposing solutions, improving visibility.
Support: managing and resolving technical issues.
Internal collaboration: improving customer and user experience.
Client Portfolio Management Client Onboarding Customer Service Digital Visibility Personalized Support
Maison Goyard
Sales Associate
LUXURY GOODS
August 2019 - May 2020 (9 months)
Rue Saint-Honoré, Crimolois, France
Ensuring an excellent customer experience, respecting the brand's codes and DNA.
Revenue growth and objective achievement through a consulting and personalized approach.
Showcasing collections and their variations through the sales ceremony.
Managing repair and customization quotes, with tailored customer follow-up.
Luxury Retail Customer Experience After-Sales Service Objective Achievement
Lancaster
Sales Associate
RETAIL (SMALL BUSINESS)
September 2017 - May 2020 (2 years and 8 months)
Paris, France
Ensuring a quality in-store and remote customer experience.
Driving retail sales and managing wholesale (B2B) sales.
Merchandising.
End-to-end management and follow-up of customer/supplier orders.
Managing and animating social media, in line with brand image.
Coordinating customer requests and contributing to customer loyalty.
Merchandising Retail Order Management Social Media Customer Loyalty