Freelancer profile translated to English.

Description

Hello and thank you for visiting my profile!

I am a Customer Experience/Success Manager. I get involved in your projects to analyze, define, and implement customer experiences tailored to the needs of your company and your consumers.

Eight years of experience in retail and technology at Apple and then WeWork allow me to analyze and optimize your company's ecosystem capabilities to serve your customers' experience.

I assist you in your projects to define and implement a suite of solutions, services, and internal training aimed at improving customer experience across all your communication channels. Depending on your project needs, I offer:

- Customer Experience Analysis and Definition: audit of your organization, data collection and analysis, identification of best practices and dysfunctions, CX strategy recommendations.

- Customer Service Launch and Management: ticketing and customer support, coordination with internal and tech teams, use of satisfaction tools (Medallia, Zendesk, Akio, etc.).

- Training: communication of new CX strategies, training on new processes and software.

Feel free to contact me.

See you soon!

Lucas

Languages

French
Native or bilingual
English
Native or bilingual

Workplace preferences

Remote only

Primarily works remotely

Bpifrance
Customer Success Manager
BANKING AND INSURANCE
January 2021 - Today (5 years and 4 months)
Paris, France
As part of the launch of a digital banking project with BPI France, I listen to the issues encountered by users on the platform. My role is to ensure:

• Technical Support
Reporting technical issues, prioritizing bugs, supporting the development team in resolving technical opportunities.

• Continuous Improvement [Kaizen]
Listening to and providing feedback to the tech team on issues raised by users, proposing improvements to user experience and relevant features in collaboration with the Product Owner.

• KPI Monitoring
Daily and weekly reporting on technical support monitoring for all clients and stakeholders (bug types, solutions provided, features proposed, etc.).

• Implementation of Work Methods and Continuous Training
Building customer support documentation, implementing procedures for customer service, continuous user training on the product as a whole.
Customer Journey Customer Success Customer Service Technical Project Management Training Continuous Improvement Ticketing Kaizen
Rocket School
Customer Success Manager Speaker
EDUCATION AND E-LEARNING
December 2020 - Today (5 years and 6 months)
Speaking in the training programs for future Customer Success Managers.

Creation and sharing of a week-long course on customer relations, specifically on the following topics: Onboarding, Nurturing, and Expansion.

The week is structured around knowledge sharing, collaboration, and idea exchange on interactive boards.
Customer Success Onboarding Nurturing Speaker
WeWork
Building & Community Manager
REAL ESTATE
January 2020 - June 2020 (5 months)
Cité de Londres, United Kingdom
Responsible for a co-working space in the heart of the financial district, close to the Bank in London.

• Customer Experience
Redefinition of the customer journey and implementation of adapted services for over 700 active members during the COVID-19 crisis.

• Customer Satisfaction
Participation in the national deployment of the customer satisfaction calculation service (NPS). Use of the Medallia service for analyzing building, team, and service performance. Achieved the best NPS (62) for the UKI region for two consecutive quarters.

• Team Management
Management of a diverse team in reception, sales, event organization, and customer services. Monthly reporting of individual performance and tailored coaching based on each team member's development opportunities.

• Budget Analysis
Retrospective analysis of building revenue and planning of short-term and long-term budget strategy.

• Reporting
Daily communication with directors on building performance and customer satisfaction.
Team Management Crisis Management Business Development Customer Journey Customer Success Customer Satisfaction Customer Retention Customer Care Team Development