Felicia Wamba

Customer Success & Operations Specialist specializing in high-volume environments (FinTech, digital services, customer relations).

I support companies in optimizing their customer experience and operations, combining support expertise, continuous improvement, and cross-functional project management.

During my experiences in startups, fintech, and digital services, I contributed to structuring processes, improving customer journeys, and coordinating between support, product, and operations teams.

Areas of Intervention:

• B2B and B2C customer support management

• Customer Success and customer support

• Operational project management

• Analysis and resolution of complex cases

• Complaint and sensitive situation management

• Process optimization and continuous improvement

• Creation of FAQs, knowledge bases, and internal procedures

• Implementation of macros and response templates

• Operational data analysis and KPI monitoring

• Coordination between Support, Product, Operations, and Business teams

• Operational controls and customer data verification (KYC)

Added Value:

• Strong organizational and prioritization skills

• Experience in high-volume environments

• Operational and results-oriented vision

• Ability to structure sustainable processes

• Excellent customer service sense

• Rapid adaptation to new tools and environments

📍 Available in Île-de-France or remotely

⚡ Available quickly

Key Skills:

Customer Success • Customer Care • Customer Operations • Project Management • Customer Experience • B2B/B2C Support • Process Improvement • KYC • Ticketing • SLA • CSAT • Knowledge Base • FAQ • Zendesk • Intercom • Salesforce • HubSpot • Aircall • Slack • Notion • Diabolo • Crisp