Freelancer profile translated to English.

Description

Curious and creative, I love discovering new businesses!

Seeking challenges and results-oriented, I support you on all matters of customer relations and service:

✅ Audit of your processes (status assessment, identification, recommendations, action!)

✅ Structuring of your CSM department / your customer service

✅ Implementation of your processes, at all stages of the user journey: onboarding, support & ticketing, loyalty, renewal, upsell/cross-sell

✅ Writing your content: video tutorials, email sequences, blog articles, FAQs, product tours

✅ Implementation/optimization of your tools and relevant KPIs based on your objectives

✅ Training of your teams

🛠 Tools mastered: Intercom, Zendesk, Freshdesk, Crisp, Respond, SalesMachine, Zapier, Make, Pipedrive, Hubspot, Notion, Asana, Trello, Airtable, PowerBI…

👉 Each project has specific objectives: let's discuss!

Languages

French
Native or bilingual
English
Fluent

Workplace preferences

Remote only

Primarily works remotely

Klaro
CSM Process Optimization on customer.io
SOFTWARE PUBLISHING
April 2023 - May 2023 (1 month)
DELIGHT
Customer Success Department Audit
CULTURE
March 2023 - March 2023 (1 month)
Audit of the entire post-sales process:

1. Sales > CSM handover
2. Onboarding
3. Support
4. Bugs and CSM > tech / data communication
5. CSM <> product communication
6. Account management
7. Current tools and connections
8. Other relevant tools
Sales CSM Customer Journey Customer Service Customer Experience Customer Success
Hiway
Implementation of the Crisp Tool
SOFTWARE PUBLISHING
January 2023 - January 2023 (1 month)
Tool selection based on identified objectives (here: CRISP)
Implementation: V1 FAQ, bots, live chat, ticketing
Team training
crisp ticketing bot Chatbot chat Training