Freelancer profile translated to English.

Description

Hello,

Passionate about customer relations, I am committed to offering a smooth and high-quality experience to the clients I support. With varied experience in Customer Success, customer support, and customer relationship management, I am dedicated to effectively meeting user needs while contributing to the continuous improvement of internal services and processes.

Beyond problem-solving, I pay close attention to customer feedback to optimize the user experience and anticipate needs. My goal is to build a relationship of trust and foster customer loyalty by providing adapted and personalized solutions.

Skills & Expertise

✅ Customer Success & Customer Support: request management, technical assistance, complaint handling, customer experience improvement.

✅ Product & Process Optimization: needs analysis, strategy adjustment, implementation of solutions to improve efficiency and customer satisfaction.

✅ Tools & Technologies: proficient in Zendesk, Metabase, Airtable, Aircall, Slack, management and office software.

✅ Multi-sector Experience: energy (EDF), training & education (En Voiture Simone), finance & insurance (BNP Paribas Assurance), travel & customer services (Accor, Look Voyage).

My versatility and responsiveness allow me to adapt to various environments and propose effective solutions, both operationally and strategically.

💬 Languages: French (native)

Looking forward to discussing and collaborating! 😊

Industry field of expertise

Languages

French
Native or bilingual
English
Conversational

Workplace preferences

Remote only

Primarily works remotely

Hublo
USER CARE SPECIALIST
MEDICAL
October 2024 - Today (1 year and 8 months)
Paris, France
Data Update: daily update of the database via Metabase to ensure the reliability and relevance of information.

WhatsApp Support: handling requests in real-time for instant and personalized assistance.

User Care Onboarding: personalized support for caregivers from registration to facilitate their integration.

Proactive Follow-up: contacting caregivers after their registration to answer their questions and remove any obstacles.

Feedback Loop: collecting and analyzing user feedback on onboarding to continuously optimize the process.

Account Reactivation: identifying causes of inactivity and implementing targeted actions to re-engage inactive poolers.

Incentive Strategy: proposing specific benefits to encourage reactivation and retain caregivers.

Profile Qualification: rigorous verification of documents and validation of eligibility criteria to join the pool.

User Request Management: analysis and rapid processing of requests to ensure an effective and relevant response.
EN VOITURE SIMONE
Customer Success
TRANSPORTATION
November 2023 - November 2024 (1 year)
En Voiture Simone – Assistance & Complaints (Level 2)
User Support: supporting students in their driving license training by providing personalized support.

Request Management via Zendesk: efficient processing of requests and complaints to ensure smooth and fast assistance.

Technical & Administrative Assistance: help with platform usage and support with online procedures with the relevant authorities.

Schedule Management: organizing lessons, coordinating replacements with instructors, and managing exam cancellations or postponements.

Exam Organization: monitoring availability, registering candidates, and coordinating with examination centers to optimize timelines.

Emergency Resolution: collaborating with Road Education services to resolve administrative issues and propose suitable solutions.

Continuous Improvement: relaying customer feedback to optimize website quality and user experience.

Process Optimization & Delay Reduction: contributing to the improvement of internal workflows to streamline the user journey and accelerate access to exams.
Zendesk Slack Customer Success Article Writing
MS Vacances
Customer Care
TRAVEL AND TOURISM
April 2023 - October 2023 (6 months)
Paris, France
Assisting the Head of the Reservation Department and her team in managing the Group's Campsites and Clubs.

Welcoming customers by phone, responding to their requests, and providing personalized advice.

Processing requests via the eSeason software, as well as by email and mail.

Handling multiple calls simultaneously and redirecting them to the appropriate departments.

Managing reservations, options, and payments.

Ensuring the sending of correspondence and customer follow-up.

Transmitting important information to the teams (receptionists, department managers) for smooth operation (last-minute arrivals, stay modifications, specific requests, mobile home purchases, etc.).
Customer Relations Customer Relationship Management B2C B2B