Freelancer profile translated to English.
Back to original languageAbout Kelly
I work with startups and growing companies to structure, optimize, and scale their customer support.
My goal: improve the user experience while saving teams time.
Specifically, I intervene across the entire support chain:
- Structuring and optimizing the help center (FAQ, knowledge base, onboarding)
- Implementing and improving tools (Intercom, Fin AI...)
- Creating clear and efficient processes to streamline operations
- Support management (ticketing, user relations)
- Coordination with Product teams (feedback, incidents, improvements)
- Training and onboarding of support teams
I have a very operational approach, with a real sensitivity for product and user experience. I enjoy starting from a sometimes disorganized environment to build something fluid, structured, and pleasant to use, for both clients and internal teams.
My strength: transforming time-consuming customer support into an efficient, automated, and scalable system.
I can act as operational support (ticketing) or in structuring or optimizing your existing support.
Spanish
Native or bilingual
English
Fluent
French
Native or bilingual
Remote only
Primarily works remotely
Experience
- LEETOKEY ACCOUNT MANAGERENTERTAINMENT AND LEISUREJune 2025 - April 2026 (10 months)Management of a portfolio of existing clients (retention) Upsell/cross-sell Creation of new processes, facilitation of workshops Facilitation of steering committees Inventory management (procurement) Complaint resolution / Onboarding / process creation
- AssurlyCustomer operations specialistBANKING AND INSURANCEMay 2025 - August 2025 (3 months)- I played a key role in the reorganization of the Customer Success team, contributing to improved operational efficiency;- I participated in the implementation of Intercom, optimizing customer communication and support processes.
- PAYFITCUSTOMER CARE MANAGERHUMAN RESOURCESFebruary 2022 - January 2025 (2 years and 11 months)Product support + onboarding Management of customer disputes / Migration from Salesforce to Intercom and activation of live chat / Facilitation of social events for team cohesion / Complaints / Training of newcomers / process creation
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Education
- INTERNATIONAL TRADE BTSOzanam2012
- Marketing BachelorEIMP2013