Freelancer profile translated to English.

Description

With many years of experience in customer service for renowned brands such as L'Oréal, Thomson, BMW, Mercedes, Lamborghini, and Samsung, I bring my expertise to assist professionals seeking support.

Versatile, I possess a range of skills that allow me to offer a comprehensive perspective and complete support to your business. 🚀

➕Customer Service / Customer Care Expertise

Specialization: Delivers superior customer experience to maximize satisfaction and loyalty. ✨
Skills: Customer relationship management, multichannel responses, dispute resolution, process improvement, KPI tracking, platform optimization (Gorgias partner), agent/employee training, SLA compliance. 💪
E-commerce focus.

#CustomerSuccessManager #CustomerAgent #CustomerCare #SocialMediaManager #CustomerSupport #CustomerRelationsManager #Moderator #AfterSalesService #CustomerRelations

➕Customer Service Audit

Audit Process: Needs analysis, audit report with recommendations, implementation, and follow-up.
Optimization: Includes software, communication channels, and processes.

➕Administrative and Management Assistance

Services: Administrative and pre-accounting management, invoicing, bank reconciliation, cash flow monitoring, forecasting, minute writing, processing payments to suppliers, employees, or service providers.
HR: Employee monitoring, management of meal vouchers & medical visits, payroll preparation, recruitment assistance, writing job descriptions & contracts.

#VirtualAssistant #OfficeManager #AdministrativeAssistant #ExecutiveAssistant #DigitalAssistant #VersatileAssistant

➕Sales Assistance

Sales Support: Invoicing and order tracking, contracts, sales processes & customer relations.

#SalesAssistant

Industry field of expertise

Languages

French
Native or bilingual

Workplace preferences

Remote only

Primarily works remotely

Atma Kitchenware
On Malt
Customer Success
March 2024 - September 2024 (7 months)
Customer Care Manager**: Implementation and configuration of the **Gorgiastool for customer service management, design and writing of a comprehensive FAQ to optimize user autonomy, definition and monitoring ofKPIsto measure support performance, andinternal trainingof teams to ensure optimal use of implemented tools and processes.
Customer Service Customer Satisfaction Gorgias Customer Relationship Management (CRM) E-commerce
Cheil/Samsung
Reviews Project Manager
CONSULTING AND AUDITS
September 2022 - April 2024 (1 year and 7 months)
Auditof Samsung customer reviews and social media: analysis and monitoring of consumer feedback via the Sprinklr and Bazaarvoice platforms. Implementation of complete processes on Bazaarvoice for customer review moderation, ensuring content compliance and quality of user experience.Managementandcoordination of a teamdedicated toSocial Mediaand customer reviewmoderation**, with performance monitoring and continuous **optimizationof procedures.
Process Optimization Team Management Social Media Sprinklr Bazaarvoice
L'Oréal SA - L'Oréal France
Moderator
FASHION AND COSMETICS
December 2021 - January 2022
Moderationof social media for L'Oréal France – NYX Professional Makeup Brand: management of interactions and link with customer service on social platforms via theSprinklrtool, conversation monitoring, responses to messages and comments, content moderation, and maintenance of brand tone consistency.
Social Media Sprinklr