Freelancer profile translated to English.

Description

Hello everyone,

My name is Capucine, I am 31 years old and I have been living in Barcelona for six years. Since arriving here, I have had the opportunity to specialize in customer relations, where I have been working for six years. My career has allowed me to develop essential qualities such as patience, listening skills, and the ability to remain calm in all situations.

Outside of my work, I am passionate about art and culture. I enjoy drawing, reading, and exploring museums to feed my curiosity and creativity. Traveling is also one of my passions, as it allows me to discover new perspectives and enrich my vision of the world.

Industry field of expertise

Languages

French
Native or bilingual
English
Conversational
Spanish
Conversational

Workplace preferences

Remote only

Primarily works remotely

Tool4staffing
Customer Success Care
SOFTWARE PUBLISHING
January 2023 - February 2024 (1 year and 2 months)
Barcelone, Spain
Customer Relations:
Answering customer calls / Incoming tickets
Listening to their requests and rephrasing them if necessary
Assessing the urgency of requests, prioritizing them
Configuring customer accounts

Software Support:
Software usage
Account configuration
Liaison with developers
Incident reporting management (reception, validation, testing, customer feedback)
Hubspot Atlassian JIRA Aircall
ADM Value
Customer Service Agent
May 2019 - January 2023 (3 years and 8 months)
Barcelone, Spain
- Collaborate with internal departments (technology, product, finance, claims, security, quality, account management, etc.) to investigate, report issues, and find solutions.

- Participate in team workshops on CS challenges to suggest solutions (tools, access, product, policies, etc.) to achieve better customer satisfaction.

- Train external agents on new policies, processes, and tools.

- Report quality issues.

- Ensure our help center articles, ToS, and macros are up to date.

- Respond to customers by email and phone

-Manage level 2 escalations
Zendesk
Securitas
Commercial
PUBLIC SAFETY
September 2017 - April 2019 (1 year and 8 months)
Barcelone, Spain
- Outgoing calls to customers about to end their monthly subscription

- Customer retention by offering them more advantageous rates

- Retention