Freelancer profile translated to English.

Description

Customer Care & Operations specializing in customer support and high-volume environments (FinTech, digital platforms).

I assist companies in managing customer support and operations, with a clear objective: to ensure a high level of service quality, structure processes, and improve operational efficiency.

Areas of intervention:

• Multi-channel customer support management (Zendesk, Intercom)

• Processing of large volumes of B2B / B2C tickets within processing time limits

• Complaint and sensitive situation management

• Analysis and resolution of complex cases

• Processing and verification of customer data (KYC / operational controls)

• Continuous process improvement (FAQ, macros, standard responses)

• Monitoring of operational indicators (activity, processing quality, satisfaction)

• Collaboration with product, operations, and support teams

Added value:

• Field experience in demanding environments

• Reliability in volume management and prioritization

• Resolution-oriented and continuous improvement approach

• Quick adaptability to tools and new environments

📍 Available in Île-de-France or remotely

⚡ Available quickly

Key Skills:

Customer Support • Customer Care • Customer Operations • Zendesk • Intercom • KYC • Ticketing • SLA • CSAT • Dispute Management • Process Optimization • Slack • Notion

Industry field of expertise

Languages

French
Native or bilingual
English
Fluent
Spanish
Basic

Workplace preferences

Can work on-site

Carrières-sous-Poissy (up to 50km)

(CDI)
Customer Support Coordinator
January 2024 - November 2025 (1 year and 10 months)
Paris, France
• Daily management of a high volume of user requests (caregivers & institutions), with prioritization and efficient processing
• Quick and qualitative resolution of tickets via Zendesk, Intercom, Salesforce, and internal tools
• Identity verification (KYC) and support for sensitive user journeys
• Analysis of customer feedback and active contribution to the continuous improvement of processes and user experience
Zendesk Intercom Customer Satisfaction customer relations KYC
Libon
Customer Representative
January 2025 - August 2025 (7 months)
• Comprehensive customer support (payments, accounts, identity verification, disputes) across multiple channels (email, chat, phone)
• Management of sensitive situations with empathy, pedagogy, and service orientation
• Drafting and improvement of FAQs, scripts, and standard responses to ensure a consistent customer experience
Compliance KYC/KYS/KYB refund management Dispute Management Stripe
Rak et spa
Administrative Assistant & Customer Relations
January 2023 - September 2023 (8 months)
• Reception and orientation of users, administrative management, and request tracking.
• Clear communication, warm tone, and strong satisfaction orientation.