Freelancer profile translated to English.
Back to original languageAbout Claudia
I am a problem solver, a true Swiss Army knife capable of finding creative, profitable, and sustainable solutions for companies, while also engaging teams.
Determined, proactive, and willing, I manage projects with ease. Passionate about human relationships, I am very pedagogical, with a great capacity for listening and persuasion.
Passionate about technology since my first job, I have enriched my career by experimenting in both entrepreneurship and positions of responsibility — large groups, VSEs, and start-ups, in France and Brazil.
At Swan (fintech, 320 people), I built the CX & Ops team from scratch, reduced ticket volume by 80%, deployed 2 BPOs in a regulated banking environment, and pioneered the adoption of AI (Dust) to automate workflows and improve service quality.
Quadrilingual French / Portuguese (native) / English / Spanish.
Available for interim management assignments, CS structuring, CX consulting, or AI deployment. I would be delighted to share my skills on an exciting project!
Portuguese
Native or bilingual
English
Fluent
French
Native or bilingual
Spanish
Conversational
Can work on-site
Paris (up to 50km), Bordeaux (up to 10km), Valence (up to 10km), Tours (up to 10km)
Experience
- SwanCUSTOMER SUCCESS TEAM MANAGERBANKING AND INSURANCEJuly 2023 - Today (3 years and 1 month)Paris, FranceSwan is an Embedded Finance & Banking-as-a-Service company, +320 peopleSwan is a B2B banking infrastructure (API) that allows companies to integrate financial services: IBAN accounts, payment cards, SEPA transfers, and direct debits.Tasks performed and expertise:
- Creation and structuring of the Customer Experience & Operations team: recruitment, onboarding, training, implementation of measurement and reporting tools, definition of performance KPIs
- In-depth expertise in banking products: virtual/physical payment cards, SEPA transfers, SDD direct debits, IBAN accounts, KYC/AML procedures, regulatory compliance, B2B embedded finance — product referent and contact person for Compliance, KYC, Risk/Fincrime, and Product Automation teams
- Monitoring of performance KPIs: CSAT, SLA, error rate < 5%, Trustpilot score — team ranked among the best performing in customer interactions at Swan.
- Management of customer and partner requests in a B2BtoC model: the team handles requests from partners as well as their end-users, with a level of expertise and responsiveness adapted to each interlocutor.
- Implementation of product reports and recommendations for continuous improvement of the partner and end-user experience
- Pioneer of AI adoption (Dust): creation and deployment of AI agents for workflow optimization and service quality.
- Implementation of 2 external BPO providers; cross-functional collaboration with Product, Engineering, Compliance, Sales, and KYC.
- iad GroupHead of Country Management SupportREAL ESTATEApril 2022 - January 2023 (10 months)Paris, FranceManagement of a multicultural, multilingual, and versatile team responsible for supporting exchanges between digital teams and the group's 5 European subsidiaries.- Guarantee of proper handling of level 3 assistance requests from subsidiaries to digital teams- Support for projects and requests from digital teams to subsidiaries.- Guarantee of upskilling support teams on digital offering knowledge. Main actions:- Implementation of managerial rituals, feedback, encouragement, activity recognition, ...- Support, development, and empowerment of employees- Development and monitoring of activities, implementation of checkpoints with monitoring indicators and results analysis.- Definition of individual and collective objectives- Planning and allocation of team activities- Identification of employees' information, support, and training needs
- MBA ESGProfessor of Web Space Buying Strategy and WebmarketingEDUCATION AND E-LEARNINGApril 2008 - Today (18 years and 4 months)Île-de-France, FranceProfessor of online space buying strategy / Web marketing for students in e-business programs
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Education
- Master of BusinessFAAP - Fundação Armando Alvares Penteado1985Master of Business Administration - MBA, Marketing
- ManagementHappyformance - Masterclass 7 Strategy and tools of the Chief Happiness Officer - Laurence Vanhée2019Management