Freelancer profile translated to English.
Back to original languageAbout Florence
- Customer relations and user support consultant
- Software quality and functional testing
- Data processing
A professional in customer relations and user support in demanding environments, within IT service companies and software publishing companies.
Accustomed to managing varied customer requests, analyzing complex situations, and supporting users with pedagogical skills, I place customer satisfaction, the quality of exchanges, and the search for solutions at the heart of my approach.
Autonomous and organized, I now wish to continue my professional activity in a framework that allows me to put my experience at the service of a team.
French
Native or bilingual
English
Fluent
Spanish
Basic
Remote only
Primarily works remotely
Experience
- Maincare Solutions - Edition de logiciels de santéApplication Support & Customer Relations ConsultantMay 2011 - December 2025 (14 years and 7 months)• Accompaniment of nearly 600 hospitals and industrial establishments in France, Europe, and Quebec.• Management of a portfolio of 100 to 150 active cases and processing of approximately 20 new requests per week.• Analysis of complex incidents and search for solutions adapted to customer needs in coordination with R&D, Services, and field teams. L2/L3 Support.• User support on application functionalities and first-level assistance when necessary.• Contribution to the writing of operating procedures and continuous improvement of service quality.
- En prestation chez Total Energies - ESN GrenobleInternal Customer SupportJanuary 2007 - December 2010 (3 years and 11 months)For company users based in France and Europe,• Management of business authorizations.• Processing of requests via ITSM tool.• Indicator monitoring.• User relations.
- En prestation chez Winsoft - ESN GrenobleLinguistic Quality ManagerFebruary 2006 - September 2006 (7 months)Management of the linguistic quality of Adobe software translated into various languages for the markets of Central Europe and Eastern European countries.
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Education
- D.E.S.T.C.N.A.M Saint-Martin1994D.E.S.T.
- D.U.T. : Management Information TechnologyUniversité Pierre Mendes-France1991D.U.T. : Informatique de gestion