Freelancer profile translated to English.

Description

Senior Customer Success / Support client, I assist companies and startups in managing and improving their customer relationships, particularly in high-volume contexts or when situations become complex.

With over 8 years of experience in customer relations (insurance, real estate management, digital environment), I intervene to:

manage customer support (email, chat, phone)

handle complaints and sensitive situations

assist clients in getting started with services (onboarding)

structure and optimize customer relationship processes

train and support teams on best customer communication practices

Accustomed to demanding environments, I work autonomously, in a structured and solution-oriented manner, with the primary goal of customer satisfaction, loyalty, and churn reduction.

I can be involved in both ad-hoc missions (reinforcement, process implementation, training) and recurring missions, in French, remotely.

Languages

French
Native or bilingual
English
Conversational

Workplace preferences

Remote only

Primarily works remotely

7D IMMOBILIER
Property Manager
REAL ESTATE
June 2024 - February 2025 (8 months)
Toulouse, France
Autonomous management of a portfolio of approximately 50 co-ownerships, with full responsibility for customer relations and operational organization.

Responsible for daily management:
– relations with co-owners and syndic councils
– management of requests, complaints, and conflict situations
– administrative, financial, and technical follow-up of files
– coordination of service providers and stakeholders
– organization and preparation of general meetings

Accustomed to working under pressure, managing demanding clients, and providing clear and structured responses, while maintaining a professional framework and effective communication.
Customer Relationship Management (CRM) Complaint Management Conflict Situation Management Operational Organization and Coordination Professional Communication
NFT
Moderator
January 2022 - December 2022 (11 months)
Toulouse, France
Moderation and animation of online communities for Web3 / NFT projects, within highly active Discord servers.

Intervention on:
– moderation of exchanges and respect for community rules
– management of conflicts and sensitive situations between members
– answering user questions (onboarding, rules, project operation)
– reporting issues to the project team
– maintaining a healthy and constructive atmosphere within the community

Accustomed to intervening in international, fast-paced, and sometimes tense environments, with a strong focus on communication, pedagogy, and risk behavior management.
MAIF
Customer Advisor
BANKING AND INSURANCE
July 2015 - January 2022 (6 years and 6 months)
Toulouse, France
Remote customer advisor within a call center, managing a large volume of inbound and outbound calls.

Main missions:
– customer support and advice on their insurance contracts
– management of complex requests, complaints, and sensitive situations
– needs analysis and proposal of adapted solutions
– processing of files in compliance with deadlines and service quality
– contribution to customer loyalty and satisfaction

In parallel, participation in the training and support of new employees, as well as in the animation of internal actions aimed at improving productivity, service quality, and team atmosphere.

Accustomed to demanding environments focused on performance and customer satisfaction, with strong listening, pedagogical, and stress management skills.