Freelancer profile translated to English.

Description

Bilingual professional with over 6 years of experience in customer service within major international companies in the airline, tourism, and transportation sectors.

I have efficiently and empathetically assisted thousands of French and English-speaking clients on various topics: reservations, complaints, flight cancellations, delays, baggage tracking, and post-travel assistance.

🔍 As a quality coach, I have also trained and supported teams to ensure service excellence:

Evaluation of customer interactions (emails, calls, chat)

Personalized feedback and individual coaching

Implementation of quality processes and performance indicators (CSAT, FCR…)

💡 I am now offering my skills as a freelancer to help companies:

✔️ Manage their outsourced customer support (FR/EN)

✔️ Implement quality standards

✔️ Train or coach teams in contact with customers

✔️ Optimize their processes and customer journeys

Reliable, responsive, and customer satisfaction-oriented, I adapt to your tools and needs with rigor and professionalism.

Industry field of expertise

Languages

English
Native or bilingual
French
Native or bilingual

Workplace preferences

Remote only

Primarily works remotely

Iscale solution
Tourism Telephone Support Agent
TRAVEL AND TOURISM
March 2024 - Today (2 years and 3 months)
Bilingual (French/English) premium telephone support agent specializing in the tourism sector, I have over a year of experience (1 year and 3 months) in high-level customer support. My role is to assist clients in planning and modifying their trips, ensuring a smooth, personalized service that meets premium standards. Thanks to my mastery of tools like Amadeus, CRM, and Zendesk, I efficiently resolve complex requests. My excellent communication skills and ability to manage urgent situations guarantee an irreproachable and loyalty-building customer experience.
Compagnie aérienne French bee.
Production Quality Controller
TRANSPORTATION
December 2019 - March 2024 (4 years and 3 months)
Quality coach with 4 years and 3 months of experience on the French bee airline project, I ensure the monitoring, evaluation, and continuous improvement of the performance of agents in the contact center. Specialized in the airline sector, I ensure the application of quality standards, the optimization of customer processing processes, and the upskilling of teams through precise and constructive feedback. Thanks to my mastery of tools like RED, Zendesk, Amadeus, and CRM, I analyze multi-channel interactions to guarantee a customer experience that meets the requirements of a smart cost airline.
aérienne French bee.
Customer Advisor
TELECOMMUNICATIONS
May 2018 - December 2019 (1 year and 6 months)
Experienced customer advisor with over 2 years of activity in the airline sector, I have assisted Air France and French bee passengers with their requests for information, reservations, and complaints. Bilingual French/English, I managed B2C and B2B interactions via telephone, email, and chat, ensuring a smooth, empathetic customer service that meets the standards of the companies. Mastering Amadeus, Zendesk, and various CRMs, I efficiently processed complex files (PNR, refunds, SSR, etc.). My sense of service, responsiveness, and rigor have contributed to customer satisfaction and loyalty.