Freelancer profile translated to English.

Description

With 3 years of experience in Customer Care, I help companies in managing and optimizing their customer relationships. My background has allowed me to develop a dual skill set: operational mastery of support and an analytical approach to performance.

My expertise is based on two pillars:

1. Customer Care & Quality Assurance

Flow management: Efficient and qualitative processing of tickets (Email and Chat).

Quality evaluation (QA): Auditing responses and analyzing the performance of my peers to ensure adherence to brand standards.

Tool mastery: Zendesk, Intercom, Jira, Freshdesk, Confluence, Notion, Mayday

2. Data Analysis

Self-taught in analysis tools, I bring a "Data" dimension to my support missions to no longer just process tickets, but understand trends:

Reporting: Monitoring key indicators (CSAT, Response Time, Contact Volume).

Technical tools: SQL, Advanced Google Sheets, Excel, Power BI, Tableau

Why work with me?

My field knowledge allows me to immediately understand your customer issues, while my analytical skills enable me to structure your support data to improve overall satisfaction.

I am available for operational reinforcement missions or to improve your quality processes.

Feel free to contact me for any additional information!

Industry field of expertise

Languages

French
Native or bilingual
English
Native or bilingual

Workplace preferences

Remote only

Primarily works remotely

Apprendre Preparer Survivre
Customer Care
ENVIRONMENTAL
December 2025 - January 2026 (1 month)
I assisted the company's clients for one month, mainly via email, by handling tickets related to orders, cancellations, and refunds.

Quick and clear responses to customer requests, with precise follow-up on cases.
Management of orders and cancellations, respecting internal procedures.
Contribution to customer satisfaction through reliable and structured processing of requests.

This experience allowed me to strengthen my skills in customer service, ticket management, and administrative follow-up, in a context of specialized products and precise customer support.
E-mailing Freshdesk Slack Customer Satisfaction Autonomy
Balzac Paris
Customer Service
December 2023 - September 2024 (9 months)
I contacted clients who hadn't ordered in two years to understand their needs, gather their feedback, and offer tailored promotional offers.

Presentation of promo codes and seasonal offers, with an evolving script requiring adaptation and improvisation.
Objection handling and personalization of exchanges to optimize customer satisfaction and sales.
Analysis of customer feedback to improve the commercial relationship and identify trends.
Development of skills in persuasive communication, active listening, and customer loyalty.

This experience allowed me to strengthen my ability to effectively re-engage customers, adapt my pitch, and maintain a quality business relationship.
Improvisation Persuasion Autonomy Mastery of French Language Professionalism
Hello Fresh
Telemarketer
TELECOMMUNICATIONS
September 2023 - July 2024 (10 months)
I carried out telemarketing and commercial promotion missions, presenting time-limited offers to prospects, with an evolving script requiring adaptation and improvisation based on reactions.

Persuasive and clear communication to convince prospects of the value of the offers.
Objection handling and pitch adaptation to meet individual needs.
Strict adherence to internal procedures and best prospecting practices.
Development of skills in negotiation, active listening, and commercial effectiveness.

This experience allowed me to strengthen my ability to adapt my pitch quickly, convince effectively, and manage demanding phone interactions.
Professionalism Autonomy Mastery of French Improvisation Persuasion