Freelancer profile translated to English.
Back to original languageAbout Cecilia
✨ Make the customer the hero of your story !
🙋♀️ Who am I?
Cécilia, nice to meet you!
After eight years of experience in corporate events, I have focused in recent years on Customer Relations.
I had the chance to work with some great clients:
- Le chocolat des Français
- Choose app
- My Little Box
- Too Good To Go
- Cabaïa
🚀 My goal?
To support companies in optimizing their customer service and overall customer experience.
Re-challenge existing processes.
Audit, analysis & consulting.
Put the Customer back at the center of concerns.
🤜My strengths?
Expert in customer satisfaction and problem-solving.
My empathy, proactivity, and interpersonal skills.
Writing skills.
🤝What I'm looking for?
Companies that are keen on providing a seamless experience for their customers.
Improve your online rating (Trustpilot, Google, Appstore, GooglePlay...).
English
Fluent
French
Native or bilingual
Italian
Basic
Can work on-site
Paris (up to 50km), Paris 17e Arrondissement (up to 10km)
Experience
- AimeCustomer Experience & Customer Service ManagerHEALTH AND WELLNESSJune 2025 - Today (1 year and 2 months)Paris, France👉 Mission carried out as an independent consultant, replacing the head of customer service, with an immediate operational start and full scope from the start.∙ Daily management of the customer service and handling of customer tickets and requests∙ Personalized support: product advice, skincare routines, and tailored recommendations∙ Resolution of sensitive situations with a focus on satisfaction and loyalty∙ Monitoring and analysis of customer reviews, with strategic feedback to internal teams∙ Daily coordination with the warehouse for order tracking and unblocking∙ Guarantee of service continuity from Monday to Saturday, without interruption∙ Participation in weekly meetings, monthly KPI monitoring, and product launch meetings
- My Little ParisCustomer happinessPRESS AND MEDIANovember 2021 - Today (4 years and 8 months)Paris, France🦸 Support Management: Responding to customer requests🎯 Approximately 1500 tickets / Month🖥️ CRM: Zendesk📱 Instagram Moderation💪 Support for the German market🇬🇧 Handling tickets in English
- CABAIACustomer CareE-COMMERCENovember 2024 - January 2025 (2 months)Paris, France💻 Handling customer tickets and complaints (tickets - calls)🚚 Logistics & order managementZendesk - BigBlue - Shopify
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Education
- Master's in Communication specializing in agencies and companiesEFAP2012
Certifications
- PhotoshopDolfi formation2020
- IndesignDolfi formations2020