Freelancer profile translated to English.

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Description

If you're here, it's probably because your clients sign, start... and disappear.

No farewell calls. Just silence, then a cancellation.

Churn doesn't start when a client leaves. It starts when no one has taken the time to call.

What I solve concretely:

1/ Onboarding & Activation

Your new clients shouldn't just "start" — they should achieve their first concrete result quickly. I structure onboarding to make that happen, not just to tick a box.

2/ Retention & Anti-Churn

I detect at-risk accounts before they tell you. Drop in usage, unusual silence, a change in tone — I intervene before it's too late.

3/ Support & Care

I handle incoming requests and document processes so that ticket volume decreases over time, rather than just being absorbed.

Tools: HubSpot (certified), Notion, Intercom, Slack, Discord

Want to take a look together at what's not working? Contact me.

Industry field of expertise

Languages

French
Native or bilingual
English
Fluent

Workplace preferences

Remote only

Primarily works remotely

Caisse d'Epargne
Customer Relations & Support Ops Officer
BANKING AND INSURANCE
September 2024 - June 2025 (9 months)
Orléans, France
Coordinated the migration of 700+ client vaults, with <10% escalations, ensuring a smooth transition for accounts with up to €1M+ in assets.
Trained and supported 2 new employees in under two weeks on customer operations and internal processes.
Maintained strong performance on key KPIs (Answer Rate, CSAT, NPS) with ~80% performance in front-office activities.
Monitored operations via CRM and Excel dashboards to improve data visibility and decision-making.
Onboarding Customer Success Management CSAT Customer Retention
Sea Dev and Sun
Web Developer Intern
E-COMMERCE
June 2024 - August 2024 (2 months)
Paris, France
Independently led a client meeting: needs assessment, functional mock-up, solution presentation, and feature proposal — complete experience of the client discovery to product recommendation loop.
Solely delivered a complete web application: functional analysis, specifications, mock-ups, database, and PHP development — now enables understanding of a product's lifecycle and frictionless communication with tech teams.
Needs Analysis Web Project Management Front-End Development Back-End Development Customer Relationship Management (CRM)
LG
Customer Support
TECH
March 2023 - July 2023 (4 months)
Fleury-les-Aubrais, France
Provided Level 1 technical support for LG Electronics customers, diagnosing incidents and ensuring rapid resolutions.
Assisted users with device configuration and feature adoption, increasing adoption to 60% (target: 30%).
Maintained good performance on support KPIs (CSAT, resolution time, escalations) with 75% FCR.
Collaborated with escalation teams to identify recurring incidents and improve internal documentation.
Remote Customer Support Customer Relationship Management (CRM) CSAT Product Adoption User Adoption