Freelancer profile translated to English.

Description

My name is Maïssarath IBITOCHO, holder of an MBA in Business Development & Business Engineering from Inseec.

I have over 5 years of experience in B2B and B2C customer relationship management.

I have collaborated with various companies, including TotalEnergies, Malakoff Mederic (now Malakoff Humanis), SNCF Transilien, ISM Interprétariat, and many others...

Organized and methodical, I am committed to fulfilling my commitments while facing obstacles.

Industry field of expertise

Languages

French
Native or bilingual
English
Fluent
Yoruba
Native or bilingual

Workplace preferences

Can work on-site

Les Pavillons-sous-Bois (up to 50km)

Allianzpartner
Customer Care Senior - Medical Service
BANKING AND INSURANCE
May 2025 - Today (1 year and 1 month)
Saint-Ouen, France
Handling medical assistance requests from beneficiaries and complete organization of repatriations according to assistance conditions (T&Cs).

Close coordination with medical advisors and registered nurses (RNs) to ensure the safety and quality of the care pathway.

Personalized follow-up of medical files and proactive communication with beneficiaries and their families in sensitive situations.

Contribution to the operational efficiency of the medical department by ensuring a smooth interface between medical teams and beneficiaries.
Customer Relationship Management (CRM) Virtual Assistant Medical Insurance Client Follow-up
Clarins
Customer Care Senior E-commerce
FASHION AND COSMETICS
November 2024 - December 2024 (1 month)
Paris, France
Management and resolution of B2C customer complaints related to online orders (delays, errors, returns, refunds).

Conducting investigations with logistics teams and B2B partners to identify root causes of malfunctions and ensure quick and satisfactory resolution.

Guaranteeing a premium customer experience in line with Clarins standards, through personalized follow-up and proactive communication.

Contributing to the continuous improvement of internal processes by relaying customer feedback to the relevant teams (logistics, e-commerce, supply chain).
Customer Satisfaction Customer Relationship Management (CRM) Customer Support B2C B2B
DINUM
Support Management and Moderation Officer
PUBLIC SECTOR
January 2024 - March 2025 (1 year and 1 month)
Paris, France
User support management (B2B and B2C): assistance, incident resolution, and handling requests related to the MonComptePro platform.

Moderation and validation of professional accounts, ensuring compliance with eligibility criteria and access security.

Contribution to the continuous improvement of user experience by identifying blocking points and transmitting feedback to technical teams.

Application of good customer relations and CRM practices, leveraging over 5 years of multi-sector experience (pharmaceutical, energy, tech, public service).
User Support Moderation Zammad Hyyypertool Customer Satisfaction