Freelancer profile translated to English.
Back to original languageAbout Anna
Customer Care Specialist & Team Lead freelance — premium client relations, processes, and kindness
Hello!My name is Anna— passionate about **well-executed client relations**, the kind that combines reactivity, active listening, and a fluid experience, without ever losing sight of the human element.
My job?Supporting demanding organizations(startups, scale-ups, committed brands) in improving their customer service. My goal: to make every interaction count, and to ensure your clients leave satisfied... or even better, loyal.
🧳 My expertise:
- Multichannel customer support (email, chat, social media): over 8,000 tickets resolved, in a professional and friendly tone.
- Creation of support content: FAQs, macros, chatbot flows, onboarding, customer review management.
- Process optimization: continuous improvement, QA, KPI monitoring (CSAT, FRT, SLA), workflow automation.
- Team training and structuring: onboarding, coaching, collaborative tools (Notion, Intercom, Slack...).
đź’ˇ The little extra?
I have experience with luxury houses and high-end products (Artcurial, Mercurio Import) and with a committed fintech (Green-Got 🌱).
I adapt quickly to your environment and have a keen eye for detail without ever losing sight of business objectives.
🤝 What I'm looking for:
Freelance missions where I can bring my touch in client relations, management, structuring, or training, while maintaining fluid and kind communication with your teams.
📍 Based in Paris and Mulhouse – Available remotely
French
Native or bilingual
Italian
Native or bilingual
English
Fluent
Spanish
Conversational
Remote only
Primarily works remotely
Experience
- Green-Got 🌱- FintechCustomer Care Analyst & Ops (Internship)BANKING AND INSURANCENovember 2023 - Today (2 years and 9 months)Paris, FranceManage 40% of B2C multichannel client relations & coordinate partners (8,000+ tickets answered in 2 years - 5 min 45 median response time). Write content (FAQ, macros) and processes for 50,000+ clients. Perform QA testing of the application and validate releases. Track customer satisfaction KPIs (CSAT) and reduce response time by 15%. Train the Care team. Manage customer reviews (Trustpilot, Google, App Store, Play Store).
- Artcurial đź–ĽEurope Coordinator (Permanent Contract)ARTS AND CRAFTSSeptember 2022 - November 2023 (1 year and 2 months)Paris, FranceManage the accounting and commercial management of a portfolio of 30+ high-end B2B clients (banks, VIPs, prestigious families, art advisors, art galleries). Coordinate European offices and track sales results to optimize performance. Organize 10+ exceptional events (charity galas, participation in international art fairs).
- Art3F đź–ĽSales Assistant (Permanent Contract)ARTS AND CRAFTSSeptember 2021 - August 2022 (11 months)Mulhouse, FranceOrganize and manage 10+ contemporary art fairs in France and Europe, with 100 to 200 exhibitors per fair. Manage B2C/B2B sales, including phone calls, offer follow-up, and closing client contracts. Organize events to ensure the satisfaction of exhibitors and visitors.
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Education
- Master in Customer Relationship Management and MarketingECM2025Master
- Professional Bachelor's Degree in Administration & Management of Cultural EnterprisesUniversité de Haute-Alsace2018LP Administration & Gestion des Entreprises Culturelles