Freelancer profile translated to English.

Description

CLIENT EXPERIENCE AND SATISFACTION CONSULTANT

I help companies to concretely improve their customer experience by identifying friction points in their journey.

In many cases, dissatisfaction does not come from the service or product itself, but from what happens around it: lack of clarity, perceived delays, misunderstandings in communication...

My role is to provide an external perspective to identify these irritants and propose simple improvements adapted to your operations.

I intervene in particular on:

👉 customer journey analysis

👉 identification of friction points

👉 improvement of customer communication

👉 optimization of overall satisfaction

My approach is pragmatic: no theory, but concrete recommendations that can be applied quickly.

I can intervene on a one-off basis (audit) or as part of more comprehensive support.

Languages

French
Native or bilingual

Workplace preferences

Remote only

Primarily works remotely

EODOM
CUSTOMER RELATIONS OFFICER
November 2020 - Today (5 years and 7 months)
Independent multichannel customer relations officer (phone, chat, WhatsApp, Messenger) at Eodom (now One Pilot) since November 2020. I have been working with the same clients since that date.
Telephone Support Customer Relationship Management After-Sales Service Management
LE CREUSET
SALES ASSISTANT
September 2014 - December 2015 (1 year and 3 months)
Processing and monitoring of the order process from proforma invoice to delivery.
Daily exchanges with Dutch clients and sales representatives.
Application of promotions and commercial policy defined by the group.
INBOUND CALL MANAGEMENT Customer Service Orientation Customer Relations Customer Relationship Management
DU BOUT DU MONDE
SALES ASSISTANT
February 2006 - November 2013 (7 years and 9 months)
Prospecting and commercial follow-up of a portfolio of 700 international clients (Europe, USA, Russia, Japan...). Preparation of quotes, delivery follow-up, choice of transport mode, Incoterms, after-sales service processing.
Participation twice a year in the Maison & Objet trade fair in Villepinte.
Implementation of commercial strategies. Competitive intelligence and participation in the product catalog edition in conjunction with the marketing department.
Recruitment within the sales department.
Customer Relationship Management Customer Service Orientation

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BTS ASSISTANT MANAGER
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