Freelancer profile translated to English.
Back to original languageAbout Margaux
After an enriching experience in the social field and three years spent abroad, I have gradually developed an affinity for customer service. With over three years of experience, first as a user support and animation officer, then as a coordinator for the same department, I have developed a great ability to adapt and a keen sense of service. Autonomous and dynamic, I take to heart the missions entrusted to me and ensure that I propose solutions adapted to your company's needs. Always concerned with improvement, I like to take a step back from my work to challenge my skills and guarantee a quality service.
French
Native or bilingual
English
Fluent
Can work on-site
Marseille (up to 15km)
Experience
- beta.gouvSupport, Territorial Animation & User Experience CoordinatorPUBLIC SECTORFebruary 2024 - Today (2 years and 6 months)Operational management & team coordination• Management of a team of freelancers: distribution, workload, service continuity• Objectives & monitoring: quality/service indicators (permanences, deadlines, satisfaction, etc.)User support & documentation• 33,000 tickets/year • 300 articles published • 236,000 users supported• 150 permanences & 40 training sessions conducted (in-person/remote)• FAQ, newsletters, guides, maps • Weekly analysis report sent to the administrationUser voice & continuous improvement• Daily interface with Product & Development: bug tracking, design, sprint planning• Translation of field feedback into product needs •Anticipation of user impacts• Coordination of communication & post-delivery trainingRelationship with administration & strategic reporting• Representation of the department before the DGSNU • Budget arbitration• Indicators via Metabase & Plausible • Contribution to collective deliverablesAnchoring the Operations team• Key player in the support/product/strategy articulation• Smooth link with other areas: assignments.relationship marketing, data.
- beta.gouvUser Support and Territorial Animation OfficerPUBLIC SECTORDecember 2022 - January 2024 (1 year and 1 month)
- Daily support via multi-channel: users, agents, moderators
- Ticket processing: analysis of requests, qualification, clear anomaly reporting, follow-up with the product team
- Active participation in product rituals: team exchanges, user feedback, decision support
- Remote training facilitation for field agents
- Writing and distribution of a newsletter for users: sharing best practices, operational agenda, product updates, building connections
- Structuring, writing, and monitoring the knowledge base: useful, clear, shared content (internal and external)
- Contribution to continuous improvement: procedures, internal tools, documentation, user experience
- Participation in the national deployment of the "Engaged Classes & High Schools" project: user support, needs monitoring, and relaying field issues
- CHRS Le prieuréSocial and Family Counselor (ESF)CIVIC AND SOCIAL ORGANIZATIONSSeptember 2018 - August 2019 (11 months)Blois, France✔️ Intervene with disadvantaged households✔️ Work towards the social integration of families in difficulty✔️ Meet and assess the needs and capabilities of families✔️ Establish a program with families and referring services✔️ Prepare files for commissions
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Education
- Baccalauréat ES (Economic and Social Sciences)Joachim du Bellay2015
- BTS ESF (Technical Diploma in Social and Family Economy)MFR Tours Val-de-Loire2018
Skill set
Categories
- Other