Freelancer profile translated to English.

Description

Customer Success Manager Freelance | FR/EN | Premium client support

I am Hugo Maheu, a freelance Customer Success and FR/EN client support specialist with over 8 years of experience in client relations and management (aviation & automotive in the mobility sector).

I can help you to:

Manage your client tickets (email, chat, CRM) with professionalism and responsiveness.

Build loyalty with your users through a premium customer experience.

Improve your processes (FAQ, macros, automations).

Track your KPIs (CSAT, volume, response times) via clear and regular reporting.

My approach: offer your clients the quality of service they expect, in both French and English, and increase your efficiency.

Specialization: mobility sector (automotive & aviation), managing demanding, VIP, and international clients, in high-pressure environments with high standards.

Languages

French
Native or bilingual
English
Native or bilingual

Workplace preferences

Can work on-site

Paris (up to 50km)

Enterprise Mobility France
Branch Manager
AUTOMOBILE
July 2021 - Today (5 years and 1 month)
Petit Montrouge, Paris, France
Management Trainee Program
• Oversaw fleet management and vehicle optimization, improving rotation efficiency. (Fleet growth of 24% FY24 vs FY23)
• Supervised and coached a diverse team, ensuring high performance and customer satisfaction.
• Handled customer concerns, driving improvements in service standards.
• Managed financial performance, implementing cost control measures, accounts openings and revenue strategies. Developed strong B2B partnerships to optimize corporate rental solutions.
Customer Satisfaction Management (CSAT/NPS) Customer Success Management Profit Center Management Operational Efficiency
EFFICITY
Independant Real Estate Efficity
REAL ESTATE
February 2020 - July 2021 (1 year and 5 months)
Goussainville, France
• Conducted real estate market analysis, providing expert guidance to clients.
• Negotiated and closed transactions, ensuring smooth property acquisitions and sales.
• Developed a strong customer network through targeted marketing and relationship management.
• Managed passenger check-in, boarding, and baggage handling for leading airlines (Lufthansa, Swiss, Brussels Airlines Qatar Airways, Norwegian, ITA Airways, Thai Airways, etc.).
• Ensured on-time flight departures, handling operational challenges under pressure.
• Provided high-quality customer service, resolving escalations effectively.
• Ensured strict adherence to airport security protocols, airline-specific procedures, and regulatory compliance.
Client Support / Client Relations Customer Success Management Bilingual French/English
Europe Handling and City Services
Commercial Station Agent
AVIATION AND AEROSPACE
January 2016 - March 2020 (4 years and 2 months)
Roissy-Charles de Gaulle, France
- Managed passenger check-in, boarding, and baggage handling for leading airlines (Lufthansa, Swiss, Brussels Airlines Qatar
Airways, Norwegian, ITA Airways, Thai Airways, etc.).
- Ensured on-time flight departures, handling operational challenges under pressure.
- Provided high-quality customer service, resolving escalations effectively.
- Ensured strict adherence to airport security protocols, airline-specific procedures, and regulatory compliance.
Bilingual French/English Client Support / Client Relations Customer Success Management Operational Efficiency