Freelancer profile translated to English.

Description

Passionate about customer relations and solution-oriented, I help companies optimize their customer support to make it a true lever for satisfaction and loyalty.

My experience within demanding organizations (such as Apple, Foodles, or Air France) has allowed me to develop solid expertise in Customer Care: managing high-intensity ticket flows, resolving complex cases, and building immediate trust with users. My preferred tool is Intercom, which I master perfectly.

What I concretely bring you:

Effective and qualitative resolution: I don't just process tickets; I seek to understand the root of the problem to provide a quick, clear, and definitive answer.

Autonomy & Proactivity: I quickly integrate into your remote teams. I identify recurring requests to optimize your processes and enrich your existing tools.

Interpersonal skills: Very sociable and empathetic, I know how to de-escalate tense situations and turn a frustrated user into a satisfied customer.

My usual deliverables and projects:

Daily customer support management (Live chat, emails, ticketing).

Creation and optimization of macros/pre-recorded responses.

Writing and updating knowledge bases and FAQs (Notion, Help Center).

Looking for a reliable, responsive, and autonomous profile to take care of your users? Let's discuss your needs!

Here is my Portfolio:

Industry field of expertise

Languages

French
Native or bilingual
English
Fluent
Spanish
Fluent
Arabic
Native or bilingual

Workplace preferences

Remote only

Primarily works remotely

FOODLES
Customer Care Expert
RESTAURANTS AND FOOD SERVICE
January 2025 - Today (1 year and 5 months)
Paris, France
Multichannel customer relationship management (Intercom, Aircall, Salesforce) Contribution to the improvement of internal processes B2B support for partner companies Follow-up of complex customer cases (product returns, refunds, disputes)
FreeLance
Web and Mobile Web Developer
May 2024 - Today (2 years and 1 month)
Paris, France
Web and mobile web development in HTML, CSS3, PHP, Laravel, JavaScript, TypeScript Specialization in React, NodeJS
Air France / Air France-KLM
Business Developer
AVIATION AND AEROSPACE
September 2020 - August 2021 (11 months)
Paris, France
Within the sales department, I actively participated in the development of the client portfolio and the optimization of sales processes. This demanding role allowed me to combine strategy and field action.

Key missions:

Prospecting and acquiring new clients: Identification of strategic targets, direct approach, and commercial negotiation in a complex B2B environment.

Portfolio management and loyalty: Relational follow-up of key accounts, analysis of client needs, and proposal of tailor-made solutions to maximize satisfaction.

Process optimization: Analysis of field feedback to identify friction points and collaboration with internal teams to improve the efficiency of sales journeys.

What I developed there: A strong results-oriented culture, excellent interpersonal skills with high-level contacts, and proven ability to find quick and concrete solutions in a high-intensity work environment.
Marketing Teamwork User Research Workflow Optimization Brainstorming