Freelancer profile translated to English.

Description

Customer Service Manager with over 10 years of experience in operational and strategic management of customer relations centers. Specializing in team management, performance optimization (KPI, SLA, CSAT, NPS), and continuous improvement of the customer experience in high-volume, multichannel environments. Experience in structuring teams and deploying CRM tools.

Languages

English
Native or bilingual

Workplace preferences

Can work on-site

Paris (up to 50km)

NUTRISOLUTION
Customer Service Manager
PHARMACEUTICALS INDUSTRY
April 2021 - September 2025 (4 years and 5 months)
Paris, France
- Transformation of the customer relations management organization handled by freelancers with the implementation of a remote contact center (specifications and provider selection)
- Implementation of a Level 1 Front Office with escalation of disputes to Level 2
- Operational management of the multichannel customer service (email, chat, phone)
- Team management: recruitment, training, organization, and skill development
- KPI monitoring and analysis: CSAT, SLA, AHT, and resolution rate, productivity
- Optimization of after-sales service procedures and improvement of service quality (+25%)
- Zendesk implementation and configuration (macros, workflows, views)
- Management of disputes, refunds, and customer escalations
- Coordination with internal teams (logistics, marketing, product)
Customer Service Implementation Process Implementation Zendesk Outsourcer Management Multilingual
IRON WEB – TSDH
Customer Service Manager
E-COMMERCE
November 2014 - December 2019 (5 years and 1 month)
London, UK
- Management of international contact centers (France / UK / offshore)
- Management of internal and outsourced teams (Algeria, Morocco, Mauritius...)
- Definition and monitoring of KPIs (quality, productivity, SLA)
- Structuring of processes and support levels (L1 / L2)
- Deployment of CRM tools: Salesforce, Zendesk
- Team training and creation of operational support materials
Salesforce Service Cloud Outsourcer Management KPI Definition and Management Customer Service Implementation Process Implementation
SODEXO SOLUTIONS DE MOTIVATION
SME Market Loyalty Manager
RESTAURANTS AND FOOD SERVICE
July 2008 - July 2012 (4 years)
Nanterre, France
- Management of 2 sedentary sales teams
- Management of sales performance and KPIs
- Implementation of loyalty and cross-selling actions
- Monitoring of revenue and profit margin
Telesales