Freelancer profile translated to English.

Description

🚀 Customer Relationship & Loyalty Specialist

Working as a Freelance Customer Success Manager (CSM), I secure and develop your client portfolios, both in France and internationally.

My added value is based on two major pillars:

⚡ "Commando" responsiveness: Coming from the remote banking sector, I have developed a unique ability to take over complex client portfolios at short notice during transition periods (restructuring, awaiting recruitment, emergencies). I have mastered the art of ensuring impeccable service continuity and transforming a crisis situation into a customer satisfaction driver.

🌍 Quadrilingual & International Culture: With past immersion in the United Kingdom, I manage your international client accounts by perfectly mastering their cultural codes:

🇵🇹 / 🇫🇷 Portuguese & French: Bilingual / Native languages

🇪🇸 Spanish: Fluent / Advanced professional level

🇬🇧 English: Good professional level

🎯 My Areas of Expertise

🤝 Onboarding & Account Support (B2B, B2C & Key Accounts)

💻 Omnichannel Customer Relationship Management (CRM, video calls, phone, Slack)

📉 Retention & Churn Prevention (Reducing attrition rate)

🚨 Emergency Situation Management & 100% Remote Service Continuity

💬 Let's Work Together!

Looking for an autonomous, rigorous, and immediately operational profile to manage your strategic clients in France or abroad?

📅 Let's discuss your needs now and schedule a call!

Industry field of expertise

Languages

French
Native or bilingual
Portuguese
Native or bilingual
Spanish
Native or bilingual
English
Native or bilingual

Workplace preferences

Remote only

Primarily works remotely

Grand Groupe Bancaire
Customer Success Manager / Account Manager (100% Remote)
BANKING AND INSURANCE
September 2025 - Today (9 months)
Bordeaux, France
Internal promotion within the group to remotely manage the satisfaction, service continuity, and loyalty of a portfolio of Key Accounts.

✅ Daily tasks performed:

🤝 Strategic Account Management: Key contact for high-stakes clients. Tailored support to ensure continuity of the commercial relationship and maximize portfolio value.

🎯 Retention & Customer Success: Proactive monitoring of account health indicators, detection of weak signals of dissatisfaction, and implementation of action plans to eliminate churn (attrition).

💻 Remote Operational Excellence: 100% remote customer relationship management and steering via omnichannel tools (video calls, CRM, complex workflow management), with complete autonomy.
Customer Relationship Management (CRM) Organizational Skills Banking Customer Satisfaction Customer Success Management
Grand Groupe Bancaire
Client Manager - Account Manager
BANKING AND INSURANCE
March 2024 - September 2025 (1 year and 6 months)
Bordeaux, France
Management and development of a portfolio of individual clients. Responsible for customer satisfaction, loyalty, and achieving sales objectives through a comprehensive advisory approach.

✅ Daily tasks performed:

🤝 Portfolio Management & Retention: Proactive monitoring and loyalty building for a dedicated client portfolio. Analysis of financial situations, identification of churn (attrition) risks, and implementation of corrective actions.

📈 Sales Development & Consulting (Upsell): Conducting in-depth discovery interviews, needs assessment, and consultative selling of complex solutions (mortgage/consumer loans, savings, protection, insurance).

💬 Complaint Management & Crisis De-escalation: Handling conflict or sensitive situations on a daily basis in the branch. Rebuilding customer trust and maintaining a high level of satisfaction (monitoring the Customer Recommendation Index - CRI).

🔍 Risk Analysis & Compliance: Analysis of client solvency, structuring and defending financing applications, and strict adherence to current banking regulations.
Account Management Customer Relationship Management (CRM) Customer Satisfaction Portfolio Strategy Finance
AXA Wealth Services
High-End Life Insurance Contracts Manager
BANKING AND INSURANCE
July 2023 - March 2024 (8 months)
Bordeaux, France
Complete remote management (100% teleworking) of a portfolio of high-end life insurance contracts. Key contact for clients and partners to secure the entire lifecycle of their contracts.

✅ Daily tasks performed:

🔄 End-to-End Client Lifecycle Management: Autonomous handling of all strategic and administrative operations: additional payments, switches (asset reallocation), partial/total redemptions, and complex cases (death benefit payments).

💻 Teleworking Mastery & Autonomy: Organizing and executing activities entirely remotely, ensuring high productivity, compliance with internal processes, and data security.

🎯 Customer Care & Pedagogical Clarity: Remote support for a demanding clientele. Simplifying regulatory and fiscal aspects to provide a smooth and reassuring experience.

🔍 Operational Rigor & Compliance: Strict analysis and verification of supporting documents, adherence to legal standards (Anti-Money Laundering - AML/CFT), and processing requests within tight deadlines (SLA).
Banking and Insurance Customer Satisfaction Account Management Salesforce Customer Relationship Management (CRM)