Freelancer profile translated to English.

Description

I specialize inCustomer Service Transformation**, with a rare expertise: **restoring order to organizations under pressure while digitizing their tools, journeys, and processes.

I am called upon when the backlog explodes, Care teams are exhausted or overwhelmed, indicators are deteriorating, the CRM no longer reflects operational reality, or when growth creates a misalignment between Care, Product, and Tech.

**My specialty**: combining immediate action to stabilize operations with a structural overhaul of processes, journeys, and tools to bring your Customer Service back to the level of excellence expected by your customers and users.

I intervene to:

- quickly reduce backlog, AHT, irritants, and unnecessary volumes

- review your customer journeys to eliminate friction

- digitize your Customer Service (automations, CRM, intelligent workflows)

- align Care, Product, and Tech around simple and effective functioning

- establish a data-driven management culture (KPIs, dashboards, operational rituals)

- support your teams through change to ensure the sustainability of the transformation

**My impact**: visible results from the first weeks, followed by a more robust, efficient, and better-aligned organization with your customers' expectations.

Industry field of expertise

Languages

French
Native or bilingual
English
Fluent

Workplace preferences

Can work on-site

Paris (up to 30km), Lille (up to 10km), Rennes (up to 10km), Bordeaux (up to 10km), Lyon (up to 10km)

Beebs by Kiabi
Lead Care
E-COMMERCE
December 2024 - Today (1 year and 6 months)
Paris, France
Customer Experience Consultant | Beebs by Kiabi | December 2024 - ...

Strategic and operational support for the Care department of Beebs by Kiabi, a marketplace/app dedicated to second-hand items for families (C2C).
🔹 Strategy & 2025 Roadmap: Definition of priority areas to structure and optimize the customer experience in line with the vision and growth objectives.
🔹 Team Management & Strengthening: Supervision of the CARE team and recruitment of reinforcements to accelerate backlog resolution.
🔹 Process & Performance Improvement: Overhaul of customer journeys, backlog reduction, implementation of new procedures to streamline request management and improve satisfaction.
🔹 Tools & KPI Optimization: Analysis of customer data, implementation of monitoring indicators, and recommendations on the evolution of CRM and customer support tools.
🔹 Cross-departmental Collaboration: Close collaboration with tech and product teams to align customer experience with platform functionalities and operational constraints.
Results: improved processing times, optimized customer interactions, team skill development, and structuring of an action plan for 2025.
Zendesk Change Management Project Management Customer Satisfaction Backlog Management
Murfy
Customer Relations Director
E-COMMERCE
February 2023 - December 2024 (1 year and 10 months)
Paris, France
- Restructuring and optimization of the Customer Service and agent roles (+13,000 monthly interactions) * Reduction of operational costs by 15% by improving response time and processes by 10%.
- Management of 30 employees, training, and organization of teams around a new customer-centric culture.
- Implementation and management of key performance and customer satisfaction indicators (NPS, SLA, AHT, and other KPIs) and supervision of customer feedback in collaboration with internal teams, enabling continuous improvements and corrective actions to meet customer expectations and challenges.
- Analysis and mapping of customer journeys, with the implementation of concrete solutions to eliminate friction points. Driving corrective actions and continuously improving the customer experience.
Team Management Customer Relationship Management (CRM) Change Management customer relations Zendesk
Angell Mobility
Head of CRM & Customer Support
E-COMMERCE
June 2021 - December 2022 (1 year and 7 months)
Paris, France
Improvement of Trust Pilot score from 1.7 to 4.3/5 in 5 months
Reduction of AHT by 4
Creation and optimization of customer relations processes at a pan-European level.
customer support Team Management Customer Satisfaction Customer Relationship Management (CRM) Content Marketing