Freelancer profile translated to English.

Description

After 6 years of experience, including 4 years in customer success management, I decided to pursue my activity as a freelancer in order to develop my second activity in parallel, the creation of my ceramic artist business.

My experiences have allowed me to evolve in the world of large groups as well as startups. I adapt quickly to any context, I am reliable, attentive, and versatile.

Here are some examples of missions I have carried out:

- Creation of customer success playbooks

- Implementation of customer support software such as Intercom or Zendesk, management and organization of support, training of agents

- Creation of FAQs

- Creation of support tutorials (scripting, filming)

- Organization of customer training

- Support for large French and international groups in industry and banking (Valeo, Société Générale, Axa Banque, AG2R, ADP, ...)

- Onboarding, KPI monitoring, upsell detection, strategic action plan implementation

Do not hesitate to contact me to discuss your projects!

Languages

French
Native or bilingual
English
Fluent
Spanish
Conversational

Workplace preferences

Remote only

Primarily works remotely

Malt AE
Customer Support
HUMAN RESOURCES
May 2024 - August 2024 (3 months)
Paris, France
Customer support: responding to customers' technical questions and assisting them during their project on Malt (payment, admin, refund, etc.).
front Customer Service User Support
FT LABS
On Malt
Customer Support Management
SOFTWARE PUBLISHING
February 2022 - December 2023 (1 year and 11 months)
For practice management software dedicated to Midwives:

Customer support management via chat and phone
Remote technical component installation
Billing follow-up
Intercom bot updates
Training

Customer Support Management Intercom Customer Relations
Flitdesk • Run the office better
Customer Success Manager
SOFTWARE PUBLISHING
September 2019 - September 2020 (1 year)
Région de Paris, France
Implementation of the Customer Success department within the company
- Creation of processes with the sales and product teams
- Creation of the customer success playbook
- Implementation of the Intercom customer support software
- Creation of the FAQ
Customer follow-up
- Organization of customer training
- Monitoring product updates and bug resolutions with the product team

Check out Justine's experience

Juliette

Malt Community SA

Reviewed on 8/1/2024

Satisfied customers and quality service, the responses provided to customers were precise and followed the processes. Justine manages autonomously and makes suggestions and/or takes initiative. Great customer service, thank you :)

Juliette

Malt Community SA

Reviewed on 6/4/2024

Justine quickly mastered our tools and product. Her work is excellent, and processes are followed. It's a real pleasure to work with Justine due to her energy and professionalism. We highly recommend :)

Show all 5 reviews