Freelancer profile translated to English.
Back to original languageAbout Catherine
I am Catherine, aCustomer Careexpert for 15 years.
I help VSEs and SMEs transform theirCustomer Careservice into a loyalty and growth lever.
As a Customer Care specialist, here are the missions I offer:
- Training your clients on product usage
- Complete management of your Customer Care and response to requests
- Creation of resources to make your clients autonomous and maximize product adoption
My Customer Care Strategy service:
- Audit of your Customer Support - Recommendations
- Implementation of processes
- Reporting and client feedback to improve experience and foster engagement
- Collaboration with product and tech teams for continuous improvement
- Identification of upsell levers to reduce churn
- Ticketing tool selection + configuration, testing
What I can bring you:
- Expertise in SaaS environments
- A 360-degree view
- Concrete and personalized actions
- Measurable results for a controlled budget
Why work with me?
+ 800 users supported
+ 20 years in Tech on SaaS software
+ 90% adoption of a complex ERP
- 57% ticket processing time
Data Driven Methodology
Tools used
Zoho, Jira, TeamViewer
What drives me in my Customer Care profession?
Being useful and offering personalized solutions to my clients so they can achieve their goals.
Do you want to make your Customer Care service a growth lever?
Are you looking for a partner who understands your challenges?
Contact me today to discuss your project 📩
French
Native or bilingual
English
Fluent
Spanish
Conversational
Remote only
Primarily works remotely
Experience
- Illinks - LabègeHead of Customer CareSOFTWARE PUBLISHINGMarch 2023 - March 2025 (1 year and 11 months)Labège, FranceCustomer Care & operational management
- Implement internal processes for ticket handling via ticketing tool
- Monitor escalations, manage priorities, and continuously improve the service
- Create and enrich the knowledge base
- Analyze KPIs (response time, ticket typology) to adjust resources and processes
Onboarding & client relations- Support existing and new clients to optimize product adoption
- Maintain relationships to ensure user engagement and identify pain points
- Proactively identify additional needs (functional or product-related) to promote upsell
Results:=> -57% reduction in average ticket processing time=> +120 documented procedures to facilitate level 1 support=> Improved client engagement through structured onboarding and proactive, responsive support=> Direct contribution to revenue through identification of project opportunities - EVOLUKIDProgramming Workshop FacilitatorEDUCATION AND E-LEARNINGJune 2022 - June 2022Nanterre, France
- Creation of an educational curriculum
- Facilitation of programming workshops for 45 children using robots
- La CléZoom Training InstructorCIVIC AND SOCIAL ORGANIZATIONSOctober 2020 - December 2020 (2 months)Lille, FranceTrain 13 employees on the professional use of Zoom to ensure educational continuity during Covid.
- Create clear and visual training materials, accessible to non-tech-savvy individuals
- Set up a dedicated training space on Google Classroom with a presentation video, quizzes, user manual, and forum
- Lead interactive training sessions, with role-playing and post-training follow-up
Results:=> 100% of trained employees operational in less than 3 weeks=> Educational continuity ensured without interruption during lockdown=> Sustainable digital skills development for the association's teams=> Direct impact on students through the preservation of remote educational activities
Reviews
Xavier
SARL INSTANT WEB
Reviewed on 10/31/2024
Thank you to Catherine for completing this mission.
After analyzing my needs, she provided relevant advice that will help me improve my customer service.
Smooth communication and deliverables submitted on time.
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Certifications
- ITIL FoundationCertYou