Freelancer profile translated to English.

Description

What I bring to your projects

With 8 years of experience in premium retail, I focus on three complementary areas: field training, customer journey optimization, and performance management.

Training & Skill Development

I design and deliver CRM training tailored to real-world conditions. I have trained over 220 employees on loyalty tools, consultative selling techniques, and dispute resolution. My approach is practical and hands-on, with simulations that are directly applicable. I also support the onboarding of new employees and the mentorship of apprentices.

Customer Service Optimization

I restructure after-sales service processes to improve efficiency and customer satisfaction. I have independently managed multimedia and home appliance after-sales service, redesigned complaint handling procedures, and enhanced team briefings. My goal is to transform every friction point into a loyalty opportunity.

Performance Management & Analysis

I translate data into action. I monitor KPIs (turnover, orders, market share), build Excel dashboards for management, and manage loyalty card objectives. I help you identify growth levers and measure the impact of your actions.

Cross-functional Project Coordination

I organize internal events (150+ participants), facilitate commissions, and act as a liaison between management and field teams. I ensure the link between strategy and operational execution.

My Strengths

Trilingual in French/Spanish/English, with a 360° view of retail (luxury, mass market, omnichannel), and a pragmatic, results-oriented approach. I understand both field challenges AND business imperatives.

Available for: consulting assignments, custom training, customer journey audits, CRM process structuring, and retail transformation support.

Industry field of expertise

Languages

French
Native or bilingual
English
Conversational
Spanish
Fluent

Workplace preferences

Remote only

Primarily works remotely

Manor
Customer Service Representative & Referent
RETAIL (SMALL BUSINESS)
February 2023 - Today (3 years and 6 months)
Lausanne, Switzerland
• Managed team coordination and served as CRM Trainer for staff to optimize tool usage.
• Coordinated CRM activities with hostesses during promotional events and independently managed after-sales service (multimedia, home appliances).
• Provided in-store operational monitoring: analyzed turnover, order volume, and market share, including managing Mastercard loyalty card objectives.
• Proactively resolved complex disputes and optimized checkout briefing procedures.
• Chaired the staff commission, including organizing and managing the logistics of internal events (staff parties).
Enfant Manor
Sales Advisor & Merchandising
May 2022 - January 2023 (8 months)
Lausanne, Switzerland
• Drove sales growth through personalized customer advice and tailored sales pitches.
• Implemented merchandising directives to enhance the visual appeal of the department.
• Managed stock, price labeling, and overall store presentation rigorously.
• Mastered checkout and daily cash closing procedures.
One Placement
Cashier & Flow Manager
September 2021 - April 2022 (7 months)
Lausanne, Switzerland
• Managed financial transactions (cash, cards, vouchers) with exemplary accuracy (zero cash errors).
• Responsible for store opening and closing: counting, verifying, and preparing the cash float.
• Welcomed customers at the end of their purchase journey to ensure a positive brand experience.