Freelancer profile translated to English.

Description

Dynamic Customer Success Manager with 5 years of expertise in client relations and churn reduction.

Proven skills in training project management, change management, and educational content development, CRM utilization.

Effective and proactive dispute resolution, leading to high customer satisfaction.

Able to bring significant added value by improving the customer experience and meeting specific needs, ideal for contributing to the company's success.

Languages

French
Native or bilingual

Workplace preferences

Can work on-site

Paris (up to 50km)

Rocket School
Customer success manager
EDUCATION AND E-LEARNING
June 2024 - July 2025 (1 year and 1 month)
Paris, France
Booking & preparation of speakers - Recruitment of trainers Dissemination of educational information - Monitoring of campus life rules Anticipation of needs - Feedback on pain points & continuous improvement Internal change management and continuous improvement of processes. Supervision of cohorts and coordination of technical aspects (equipment, speakers, student onboarding/offboarding).
conflict management client relations customer service Notion Administrative Management
SPS Global
Customer service representative
BANKING AND INSURANCE
April 2023 - March 2024 (11 months)
Paris, France
Handling over 75 daily calls with a personalized approach. Complaint management and effective dispute resolution to maximize customer satisfaction. Proactive communication with clients (phone, email) to prevent and resolve potential issues. Needs analysis and tailored recommendations for a better customer experience.
Complaint Management Complaint Processing Incoming Calls E-mailing DMS
Ikéa
Customer service representative
February 2020 - March 2023 (3 years and 1 month)
Lisses, France
Handling customer and supplier complaints within deadlines. Training new employees on internal tools and procedures. Analyzing customer needs to propose suitable solutions and products. Proactive problem-solving with positive customer feedback.
Problem Solving CRM Upsell Supplier Management client relations