Freelancer profile translated to English.

Description

Professional in the business field with skills in strategic and operational management and marketing. I have worked as a community manager for 10 brands in Chile. I do English-Spanish translations.

Industry field of expertise

Languages

French
Fluent
Spanish
Native or bilingual
English
Fluent

Workplace preferences

Can work on-site

Paris (up to 50km)

Leboncoin
Customer Relations Project Manager
October 2023 - Today (2 years and 8 months)
Paris, France
Management of projects for the operations teams of the mobility branch. With a significant focus on process automation and the implementation of AI.

Piloting the customer experience strategy and complete management of Zendesk (Support, Explore, Guide, Bots, AI)
Implementation of Zendesk's AI: automation of actions, 20% ticket deflection, and a 3-point improvement in CSAT in 2024.
Creation of individual KPI dashboards to optimize agent performance.
Project management: integration of new tools, feasibility analysis, process writing.
Analysis and reporting: piloting agent performance, identifying areas for improvement, and implementing reporting.
Creation of knowledge base articles and process documentation.
Leboncoin
Trilingual Customer Support Representative
March 2022 - August 2023 (1 year and 5 months)
France
Trilingual customer support for professional clients on the Agriaffaires, Machineryzone, Truckscorner, and leboncoin platforms. User support (welcome calls, product training), analysis, and resolution of technical problems.
Leboncoin
Moderation Officer
October 2021 - March 2022 (5 months)
France
Moderation of accounts and listings for clients across Europe, on the Agriaffaires, Machineryzone, and Truckscorner platforms.
Personal Project