Freelancer profile translated to English.

Description

After several years abroad, I had the opportunity to work in customer service for several companies in the tertiary sector, mainly progressing from the position of client representative to Customer Success Manager.

As an independent entrepreneur since the summer of 2020, my appetite for human relations and investment has allowed me to be a manager and now co-manager of a bar in the heart of the Lisbon coast (Costa da Caparica).

The establishment offers authentic dishes, exotic drinks, and much more, with a breathtaking setting and view of the Atlantic! ☀️

Languages

English
Fluent
French
Native or bilingual

Workplace preferences

Remote only

Primarily works remotely

zenchef
Customer Care
SOFTWARE PUBLISHING
June 2024 - December 2024 (6 months)
TMA (Tier 1 & 2): diagnosis, troubleshooting and Jira escalation
Customer onboarding & enablement: product training to reduce churn
Knowledge base & process automation (Zendesk self-service & macros)
Data-driven CS: tracking customer pain points via Salesforce & Intercom
Success: CSAT improvement by 25% in 4 months
Indy
Customer Care
SOFTWARE PUBLISHING
December 2023 - May 2024 (5 months)
Management of critical fiscal periods (URSSAF): LTV & churn mitigation
Product feedback loop: collection and prioritization of insights via Jira
Optimization of self-serve resources: creation of a Help Center on Notion
Data reconciliation & escalations: monitoring accounting anomalies with Intercom
Success: Increase in Google score by +0.50 (4.5/5) following the fiscal closing
Casino
Le Club Leader Price
CONSULTING AND AUDITS
July 2023 - December 2023 (5 months)
Paris, France
Customer Success Manager for the e-commerce application

- Renew strategy for B2C complaints
- Creation and documentation of telephone processes
- Churn Reduction
- Logistics Strategy
- Loyalty
- Intercom Ticketing
- Aircall Phoning
Customer Service CRM Churn Customer Loyalty Strategy