Freelancer profile translated to English.

Description

With over 8 years of experience in customer relations, I support companies looking to structure, optimize, or improve the quality of their customer service.

My career has led me to supervise teams for demanding brands such as Lacoste, Aigle, FLOA Bank, and Cdiscount Voyages, in high-volume, multi-channel environments.

What sets me apart: a dual on-the-ground and strategic vision. I can analyze your processes, identify friction points, and offer concrete solutions—whether it's reorganizing workflows, training your teams, or optimizing your CRM tools (Salesforce, Zendesk, Orchestra).

I undertake short diagnostic missions as well as longer engagements to durably structure your customer service.

Based in Bordeaux, available for remote work throughout France.

customer relations · customer service · call center · CRM · Salesforce · Zendesk · supervisor · team management · customer service audit · customer satisfaction · NPS · remote work

Industry field of expertise

Languages

French
Native or bilingual
English
Conversational

Workplace preferences

Can work on-site

Bordeaux (up to 50km)

One Pilot
Customer Relations Officer
E-COMMERCE
October 2025 - Today (8 months)
Bordeaux, France
Handling customer relations for various clients: managing requests, complaints, and satisfaction follow-up. Adapting to the specific environments and requirements of each client (retail, healthcare, etc.), ensuring a consistent level of service.
Armatis
Call Center Supervisor
September 2021 - June 2025 (3 years and 9 months)
Bordeaux, France
Managing teams of up to 8 employees: schedules, objectives (Quality Score, customer satisfaction, call volume), individual follow-up, and motivation.

Performance monitoring (KPIs), daily reporting, and defining action plans. Training and onboarding new employees on procedures and CRM tools.

Coordinating with cross-functional teams and key accounts to ensure service quality.
Leadership and Team Management CRM Management and KPI Reporting NPS / CSAT Omnichannel Processes Escalation Management
Armatis
Customer Relations Officer
January 2020 - September 2021 (1 year and 8 months)
Bordeaux, France
Selling travel services by phone: customer advice, sales argumentation, and closing deals. Pre-travel management: file follow-up, reservation changes, support until departure. Post-travel management: handling complaints, resolving disputes, and customer loyalty.