Freelancer profile translated to English.

Description

Hello and nice to meet you ☺️,

I have been a Customer Care Specialist for over 2 years 🌱 and I support companies in managing and optimizing their remote customer relationships.

Empathy and assertiveness are at the heart of my communication to respect the trust between the brand and the customer.

I adapt to your tools and processes to ensure the best quality of service. Accustomed to high volumes (calls, emails, tickets), I intervene with method, reactivity, and a sense of priorities 💪

📩 Occasional support or regular needs?

Let's discuss it directly

Looking forward to working together ☀️

Languages

French
Native or bilingual
English
Fluent

Workplace preferences

Remote only

Primarily works remotely

EM Lyon
Customer Care Specialist
EDUCATION AND E-LEARNING
July 2025 - November 2025 (4 months)
Nantes, France
- Administrative and financial support for EMLYON Business School students
- Management of incoming and outgoing calls in French and English
- Respond pedagogically to student concerns
- Collaborate with the accounting team for complex cases
- Processing a large volume of emails with a guaranteed response time within 48 hours
- Management and follow-up of over 12,000 files between July and September (within a team of 10 people)
- Training and support for new employees
- Contact and follow-up with students in default of tuition payment
- Writing and optimizing internal processes and tools (development of a 20-page improvement report)
Administrative Management Accounting Customer Service
Lindt & Sprüngli
Customer Care Specialist
AGRICULTURE
December 2024 - February 2026 (1 year and 2 months)
Nantes, France
- Multi-channel support (Incoming calls, emails, social media)
- Processing customer requests, refunds, and incident management
- Coordination with Chronopost for delivery tracking
- Diplomacy and assertiveness in managing incidents
- Handling a high volume of incoming calls throughout the day (over 35 calls/day/operator)
- Processing a large volume of emails during peak sales periods
Emailing Customer Service Dispute Management
Le groupe FBD → Cuisine Plus, Ixina, et Cuisine Référence
CONTENT MODERATOR
RETAIL (SMALL BUSINESS)
November 2024 - March 2025 (4 months)
Nantes, France
- Daily moderation of reviews on Trustpilot, Google, Pages Jaunes platforms
- Contribution to improving customer satisfaction through daily monitoring of NPS (Net Promoter Score)
- Writing macros to optimize the speed and quality of chat responses
Social Media Moderation Online Reputation Customer Review Management Chatbot