Freelancer profile translated to English.

Description

Business school graduate, my main mission is to bring you my interpersonal skills to support (and pamper) your clients!

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After several years of passionately and engagingly supporting clients, I have chosen to offer my services today as an independent contractor in customer relationship management.

I have always been convinced that a company's true value lies not only in its product but in the experience it offers its customers. A fluid, human, proactive experience is what fosters loyalty, transforms users into ambassadors, and supports healthy, sustainable growth.

What I bring:

• Active listening and great empathy, to deeply understand client needs.

• Ability to build relationships, manage sensitive situations professionally, while maintaining a high level of satisfaction.

• Results-oriented approach: improved retention, and optimized customer journey.

• Excellent command of CRM tools, key account management, KPI tracking, and internal team coordination.

What I particularly enjoy is supporting clients in their evolution, anticipating their needs, and being a true partner in their success.

Feel free to contact me!

Industry field of expertise

Languages

French
Native or bilingual
English
Native or bilingual
Spanish
Basic

Workplace preferences

Remote only

Primarily works remotely

Singulys Consulting
Customer Success / E-Reputation Manager FREELANCE
AUTOMOBILE
December 2025 - February 2026 (2 months)
Paris, France
Customer relationship & e-reputation management
• Complete management of customer relations and online presence on social networks, web platforms, and establishment listings
• Structuring of review and customer interaction management processes
Results:
• +30% positive reviews in 2 months
• Customer response rate increased from 30% to 95%
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Definition and deployment of digital strategy
• Development of a brand image and multi-channel visibility strategy
• Editorial planning and coordination of digital actions
Results:
• +35% organic traffic to the site
• +25% inbound leads
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SEO Referencing & Web Presence Optimization
• On-page/off-page SEO optimization
• Improved ranking on strategic keywords
Results:
• +50% natural traffic
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Crisis Management & Image Cleaning (e-reputation)
• Burying negative content
• Cleaning up inappropriate results
• Proactive monitoring and reputational risk management
Results:
• 90% of negative content pushed beyond the 2nd Google page
• 50% reduction in visible negative mentions
• Significant improvement in brand perception

Data Analysis & Performance Management
• Creation of tracking tools, dashboards, and reports
• Statistical analysis to guide strategic decisions
Results:
• Automation of reporting → saving 5 hours/week
Process Optimization E-reputation customer service Customer Satisfaction Customer Relationship Management (CRM)
TotalEnergies
Support Team Supervisor (FREELANCE)
ENERGY AND UTILITIES
January 2023 - July 2025 (2 years and 6 months)
Paris, France
1. Process & Operations Architecture
Implementation and optimization of internal processes: Audit of existing workflows to identify friction points and automate repetitive tasks via CRM
Result: 20% productivity gain in case processing within the first 3 months.

Development and implementation of operational procedures (SOPs): Creation of a centralized Knowledge Base to standardize responses and work methods.
Result: Reduced onboarding time for new hires (Faster onboarding).

2. Team Leadership & Management
Training and coaching of a team of 3 people: Individual coaching focused on technical skill development and customer posture.

Result: 15-point increase in Customer Satisfaction Score (CSAT) due to improved quality of care.

Daily management and task allocation: Real-time activity monitoring to balance workload and prevent overload.

Result: Complete elimination of processing delays (Backlog reduced to 0 by the end of the day).

3. Performance & Quality Management
Planning and schedule monitoring: Forward-looking resource management to ensure optimal coverage, even during peak activity.

Result: 98% Service Level Agreement (SLA) compliance (initial response time under 2h).

4. Data Analysis & Strategy
Reporting and analysis: Transformation of raw data into actionable indicators for management.

Result: Identification of a recurring product issue that led to a 10% reduction in inbound call volume.

Facilitating meetings and communicating objectives: Translating overall strategy into clear operational objectives (OKRs) for the team.

Result: 100% achievement of the team's annual objectives through rigorous weekly monitoring.
Team Management customer service B2B Process Optimization Client Relations
TotalEnergies
Customer Support (FREELANCE)
ENERGY AND UTILITIES
October 2022 - December 2022 (2 months)
Paris, France
- Handling inbound calls from gas station managers during the fuel crisis
- Daily communication of delivery information (schedule and availability)
- Support and listening to customers facing delivery delays and unforeseen issues
- Management of sensitive situations and contribution to service continuity during crisis periods
- Responding to inquiries and various questions from station managers
Customer Relationship Management (CRM) After-Sales Service Management Customer Service Customer Experience