Freelancer profile translated to English.
Back to original languageAbout Aurore
I have been a Freelancer/entrepreneur for 4 years as a Customer Success Manager/Onboarding/Care and Coach.
Patient and pedagogical, I enjoy supporting your clients and responding to their requests. Training them on technical tools when necessary.
Organization and process implementation are second nature to me; I enjoy setting them up to streamline team communication.
Passionate about human relationships, they have been my guiding principle for over 10 years! 💬
🌍 I honed my skills at Booking.com and Expedia to develop my customer relations.
🤝🏻 I developed my key account relationships at B-Network during COP21.
🔧 I refined my technical skills at TUI and Pierre et Vacances.
👜 I perfected my attention to detail and demanding standards at Valentino.
👩🏻🏫 To understand people even better, I trained in coaching and have helped over 150 people change their daily lives.
What motivates me: learning new things every day.
French
Native or bilingual
Can work on-site
Paris (up to 20km)
Experience
- KlaxoCustomer Service Manager / Team Lead Customer Success ManagerSOFTWARE PUBLISHINGNovember 2023 - Today (2 years and 7 months)Paris, FranceKlaxo is an all-in-one management software that allows driving schools to manage their schedules, student tracking, administrative management, and accounting.Customer Relations:• Onboarding new clients• Ensuring proper training and adoption of the tool• Responding to daily client questions• Managing a client base• Account monitoring, strategic support, performance analysis, client engagement analysis, and churn prevention.Development of the Customer Relations Department:• Implementation of processes• Ensuring onboarding and proper team training• Constant communication with team members from client, product, and sales departments to jointly manage priorities and find solutions to reported issues.• Implementation and management of Care/CS tools: Crisp, Sellsy
- Paris Saint GermainCustomer Relations Officer / Customer CareSPORTSNovember 2023 - Today (2 years and 7 months)Paris, FranceMen's/Women's Football & Handball TicketingNon-match days:- Co-management of various ticketing and season ticket inboxes- Management of ticket purchases and disputes- Processing exceptional requests
- IndépendantCustomer Success Manager - FreelanceSeptember 2021 - Today (4 years and 9 months)Identify client needs and ensure their satisfaction. Understand client feedback and participate in improving offerings. Handle requests (phone, email, social media, chat, ...). Collaborate on implementing digital marketing strategies. Create training materials (videos, booklets, ...) and communication materials (newsletters, social media, blog posts, ...)
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Education
- Certified Coach - RNCPGroupe MHD-Formation2019Accompagnement au changement et au développement des compétences en entreprise et chez les particuliers. Formation aux techniques de communication et à la Programmation Neuro-Linguistique. Compétence : - Recueillir et analyser les attentes du bénéficiaire puis choisir une stratégie d’accompagnement - Reconnaître la construction des schémas mentaux du client - Construire une relation de confiance - Accompagnement aux changements et à dépasser les blocages rencontrés
- Bachelor's Degree - Tourism and New TechnologyUniversité Paris-Est Marne-la-Vallée2012- Nouvelles technologies de la communication - Communication touristique - géographie de tourisme - Informatique et multimédia (photoshop, HTML/CSS/Java)