Freelancer profile translated to English.
Back to original languageAbout Akichi Félicité
Flavia AMIAN, proactive and versatile, I offer my freelance services for all positions related to customer satisfaction (customer relations manager, Customer care, Customer success manager, customer support manager).
Swiss Army knife, my professional experiences have allowed me to develop relational, organizational, and digital skills. Indeed, contact is daily for me, as the customer journey is the cornerstone of our CRM strategy.
Aware of the issues related to customer retention, my skills enable me to implement the necessary actions for optimal customer experience management while improving churn.
You can entrust me with all sorts of missions:
Train and onboard your clients on the adoption and use of your tools and solutions.
Ensure customer satisfaction and loyalty
Analyze areas for improvement - customer feedback
Follow up on customer requests and cases / complaint management
Monitor and analyze KPIs / indicator reporting
Respond to incoming and outgoing requests
Develop a customer portfolio
Prospect management and analysis
Advise and seek new clients
I remain at your disposal for more information.
French
Native or bilingual
English
Conversational
Can work on-site
Paris (up to 50km), Nantes (up to 10km)
Experience
- BeevCustomer Care Specialist (Electric Mobility & Energy Transition)ENERGY AND UTILITIESJune 2025 - Today (1 year)Paris, France- Support for charging station users (individuals and companies): usage advice, problem resolution, personalized follow-up- Management of after-sales requests: technical diagnosis, coordination of interventions (installers, manufacturers), follow-up until resolution- Remote equipment configuration: OCPP monitoring, mobile application (Ohme, Wallbox…),- Monitoring of customer satisfaction post-installation: supervision activation, personalized tutorials, electrical compliance verification- Writing and continuous improvement of customer support materials- Daily interface with internal teams (technical, logistics, planning) to ensure a smooth and compliant experience
- Fondation de FranceCustomer CareCIVIC AND SOCIAL ORGANIZATIONSFebruary 2025 - May 2025 (3 months)Paris, FranceHandling emails and classification on KiamoResponding to project owner requestsPhone follow-ups
- EtamCustomer Relations ManagerE-COMMERCEJuly 2024 - September 2024 (2 months)Clichy, France
- Build and maintain a quality relationship with customers
- Be the preferred point of contact for in-store teams.
- Respond to customer reviews via Wizville.
- Provide internal feedback.
- Ensure satisfaction.
- Customer loyalty.
- Understanding customer needs and challenges
Reviews
Chanez
Beev
Several weeks project
-
Reviewed on 7/14/2025
Félicité integrated into the team very well despite an initially poorly documented context. She took over tasks autonomously, handling customer requests with calm and professionalism. A real capacity for adaptation.
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Education
- Master's degree in Sales and MarketingUniversity of Haute Alsace2021