Freelancer profile translated to English.
Back to original languageAbout Falène
With 10 years of experience in customer relations, internationally (France, Cyprus, England, Malta), I support companies in structuring, optimizing, and improving the performance of their operations.
I have managed multicultural teams, structured inter-departmental processes, and implemented results-oriented performance monitoring systems.
I don't "just" do customer relations: I optimize the organization to improve retention, satisfaction, and performance.
What I can help you implement:
- Structuring or redesigning your customer service and its processes
- Implementing high-performance KPIs and dashboards
- Optimizing workflows and tools (CRM, support, reporting)
- Coordination between your company's different teams
- Team management, training, and coaching
- Analysis of sensitive cases for business-oriented decision-making
- Retention strategy and improvement of the customer experience
My approach:
Pragmatic, results-oriented, and focused on measurable performance.
Every action must have a clear impact on performance.
My added value:
- Business vision thanks to experience in commercial development
- Ability to structure an offer and positioning
- Performance management based on clear and actionable indicators
- Field experience in managing international teams
French
Native or bilingual
English
Native or bilingual
Spanish
Basic
Remote only
Primarily works remotely
Experience
- Fresnel NDTSales Manager (COMPANY CREATION)E-COMMERCEJanuary 2024 - Today (2 years and 5 months)France
- Company creation and B2B commercial management
- Revenue and customer portfolio development
- Offer and pricing structuring
- Prospecting, negotiation, and closing
- Customer loyalty and follow-up
- Voyage PrivéCustomer Service CoordinatorTRAVEL AND TOURISMMarch 2025 - Today (1 year and 3 months)France
- Customer service management and coordination
- International team management
- Handling sensitive customer cases
- KPI and operational performance management
- Process and tool optimization
- Falène AmaraCoach / Community Manager (FREELANCE)EDUCATION AND E-LEARNINGJanuary 2024 - Today (2 years and 5 months)
- Creation of educational content on plant-based nutrition (articles, videos, social media)
- Development of an editorial strategy and community management
- Customer relationship management and loyalty
- Definition and costing of services (pricing, positioning, market consistency)
- Structuring of coaching offers (definition of services, construction of support programs)
- Research and popularization of nutritional data from scientific sources
- Individual coaching
Recommendations
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Education
- Bachelor's Degree in Commercial Activities Management2016Licence Management des Activités Commerciales
- BTS in Negotiation and Customer Relations2015BTS Négociation Relation Clients