Freelancer profile translated to English.

Description

I have a degree in International Business and Management @IAE Bordeaux.

I have 5 years of experience in Sales and Customer Service: I progressed as an Account Manager (Start-ups/SMEs/Key Accounts) and then created the Customer Success Management department at Malt with the aim of improving user experience and increasing tool adoption.

Following this, I chose to pursue my career as a freelancer to use my skills for various partners and companies. It was natural that I focused my activity on business development and customer service.

My goal: to develop your customer satisfaction, increase tool adoption, and reduce churn!

Today I can support you on the following projects:

- Client Onboarding: assisting your users in their first steps.

- Support service, customer service (email, phone, e-chat): providing everyone with a quick and appropriate response.

- Creation of communication and training materials (memos, practical guides, explanatory diagrams)

I can also undertake projects more focused on "Sales":

- Management of Start-up, SME, Key Account client portfolios.

- Consulting for the creation of your Customer Success department: organizational structure, strategy, objectives, and internal procedures.

Contact me to discuss your project together.

See you soon!

Gaelle

Languages

French
Native or bilingual
English
Native or bilingual
Spanish
Conversational
Portuguese
Basic

Workplace preferences

Remote only

Primarily works remotely

Malt (ex Hopwork)
Customer Success Manager // Full-time
E-COMMERCE
May 2018 - April 2019 (1 year)
Paris, France
Creation of the Customer Success department at Malt
Implementation of the model with Corporate clients

👉 Creation of the department from scratch:
- First person hired in Customer Success at Malt
- Definition of the CSM territory and design of internal procedures
- Communication and adoption with internal teams
- Design of the CSM model based on the client lifecycle
- Creation of various customer support materials for training purposes

👉 Implementation of the model:
- Pilot projects conducted with Key Accounts: onboarding, thematic workshops, adoption monitoring analysis, implementation of development and internal communication strategies.
- Creation of monitoring tools: Excel, ChartIO, Point Drive (LinkedIn).
Customer Success Customer Relations Department Creation Project Management Communication Support Tool Training Change Management Adoption Customer Satisfaction
Malt
Account Manager // Full-time
E-COMMERCE
April 2017 - May 2018 (1 year and 1 month)
Paris, France
👉 Responsible for a portfolio of VSE/SME clients
- Acquisition of new clients
- Customer relationship management: onboarding, training, assistance in profile search, mission follow-up
- Point of contact for all sales-related questions
Customer Satisfaction Customer Retention Customer Relations Strategic Advice Sales Coordination Acquisition Tool Training User Adoption
Booking.com
Account Executive // Full-time
HOSPITALITY
July 2015 - April 2017 (1 year and 9 months)
Bordeaux, France
👉 Responsible for a client portfolio in the Pyrénées Atlantiques region.
- Commercial support, sales development
- Customer relationship management: onboarding, training, ad optimization
- Point of contact for all sales-related questions
Customer Service Partner Relations Business Development Adoption Tool Training Data Analysis Tourism