Freelancer profile translated to English.
Back to original languageAbout Brian
Customer Success Specialist | Expert Salesforce & Digital Support
I transform your customer support into a loyalty driver through Salesforce and video.
With6 years of global experiencein customer relations and a recent degree in **audiovisual**, I help companies optimize their user support. My hybrid profile allows me to understand both customer satisfaction issues and the technical imperatives of digital.
My expertise at your service:
- Mastery of Salesforce & CRM : I manage your ticket flows and databases with precision to ensure impeccable follow-up and a personalized customer experience.
- Customer Success & Technical Support: Quick analysis, complex problem-solving, and pedagogical user support.
- Audiovisual Added Value: Proficient in creation tools, I can design visual aids (video tutorials, illustrated guides) to increase your customers' autonomy and reduce your ticket volume.
- Software Agility & Collaborative Tools: Accustomed to demanding environments (Adobe Suite), I adapt instantly to your internal communication and support management tools.
Why collaborate with me?
As a committed professional, I make it a point of honor to transform every interaction into a loyalty opportunity. My autonomy and attention to detail, inherited from my background in visual media, guarantee the quality of my remote work.
- Indicative rate : €550 / day.
- Location: Paris (100% Remote).
- Availability: Available for part-time assignments (ideal volume of 25h to 30h/week) or recurring long-term collaborations.
Ready to strengthen your team? Contact me to discuss your project and define together how I can help you achieve your goals!
French
Native or bilingual
English
Fluent
Remote only
Primarily works remotely
Experience
- Service Innovation GroupCustomer Relations & CRM Development ManagerNovember 2020 - May 2024 (3 years and 6 months)Vélizy-Villacoublay, FranceManagement of a strategic client portfolio (Western and Eastern Sectors):
- CRM Expertise: Qualification and proactive follow-up of accounts in theSalesforcetool (targeted e-mailing campaigns).
- Customer Success: Leadingtraining webinarsand product presentations to ensure customer adoption of solutions.
- Relationship Management: Autonomous management of the relationship between field sales representatives and end customers.
- Support & Responsiveness: Handling inbound call flows and optimized lead management.
- Performance: Achieving and exceeding targets for qualified appointment setting and webinar participation.
- Auchan ServicesB2C Customer Relations AdvisorAugust 2017 - September 2020 (3 years and 1 month)78190, Trappes, FranceManagement of B2C customer relations and operational management:
- High-intensity flow management: Handling over30 inbound calls/dayin a high-pressure environment (waiting peaks of up to **100 simultaneous customers**) while rigorously maintaining service quality.
- Advanced Salesforce Mastery: Intensive use of CRM for case management, automated follow-ups, and customer database reliability.
- Complex Dispute Resolution: Mediation and resolution of critical complaints via email and mail, aiming for excellence in satisfaction scores (CSAT).
- Training Engineering: Active design of training materials and reference documents for partner skill development.
- Productivity & Administrative Follow-up: Proactive back-office management during moderate flow periods (tracking ongoing cases, strategic follow-ups, and administrative updates).
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Education
- Professional Title in Audiovisual EditingSTUDI2025Titre Professionnel Monteur audiovisuel
- Certificate in Organization and Change Management Consulting26 ACADEMY2020Certificat de conseil en organisation et en management du changement