Freelancer profile translated to English.

Description

Need to structure your customer department or immediate reinforcement to unblock your support?

With 15 years of experience in customer relations (including 10 years in Spain and key roles at leboncoin and Agorastore), I cover the entire Customer Success cycle, from strategy to execution. My driving force: operational excellence serving your revenue (retention, NRR, satisfaction).

What I bring you concretely:

- Unblocking (Firefighter): Immediate absorption of your flows (tickets, calls, onboarding) on Zendesk or Salesforce, to restore your Service Quality.

- Audit & Scale (Architect): Analysis of your workflows and deployment of action plans to scale without exploding your costs.

- Transition Management: Operational management of your Support/Sales Admin teams and business continuity.

- Knowledge Management: Creation of help centers and documentation to sustain your processes.

Why me? As a hybrid partner, I can clear a backlog of tickets in the morning and audit your customer strategy in the afternoon.

Industry field of expertise

Languages

Spanish
Native or bilingual
English
Fluent

Workplace preferences

Can work on-site

Paris (up to 10km)

Agorastore
Customer Experience Manager
June 2024 - July 2025 (1 year and 1 month)
Paris, France
Missions: led the "Trajectoire 2025" transformation to industrialize the customerjourney, team restructuring, quality and knowledge management.

Operations: implemented a full BPO outsourcing strategy for Tier-1, allowing internal teams to focus on high-value consulting.

Impact: +58% operational velocity and divided seller lead times by 2 through automation and knowledge management.
leboncoin
Customer operations to CSM Lead (strategic accounts)
February 2019 - June 2024 (5 years and 4 months)
Paris, France
Strategic Advocacy: acted as internal lead to bridge CSM and Sales. Redesigned discovery processes and Sales-to-CSM handover to refine ICP identification and mitigate "bad-fit" onboarding.

Team Leadership: managed and upskilled a team of 6, driving the transition from reactive support to a proactive CSM posture through scope reorganization and multi-market pooling.

Operational intelligence: optimized resource allocation via smart team routines (balancing onboarding focus with priority handling). Overhauled Knowledge Management to increase bandwidth for high-value tasks. Quality management.

Revenue Protection: implemented systematic early signal detection (under-utilization, technical errors) to trigger churn mitigation and identified expansion opportunities across the portfolio. personally pioneered the "Second-hand" vertical (e.g., Boulanger). Led full-cycle onboarding and workshops, establishing the company's CSM culture blueprint.

Impact: sustained 90% CSAT; divided first response Time by 3; scaled value piloting.
Madrid
International Business & Ops
January 2009 - January 2018 (9 years)
Madrid, Spain
Spent 10 years in Madrid working for global leaders (IQVIA, Europcar, CESCE) in fast-paced, multilingual environments. Developed a dual expertise in retention and sales, managing complex claims with a strong commercial focus.
Mastered the art of navigating diverse corporate cultures and market specificities.