Freelancer profile translated to English.

Description

Customer relations and digital operations professional with experience in mobile money, customer support, and operational coordination.

Accustomed to managing multichannel customer requests, monitoring activities, and contributing to continuous process improvement.

Rigorous, responsive, and adaptable, I can thrive in constantly evolving environments where organization, service orientation, and customer experience quality are essential.

Languages

French
Native or bilingual
English
Conversational

Workplace preferences

Can work on-site

Vélizy-Villacoublay (up to 50km)

KOONZ
Customer Support & Digital Operations
December 2022 - March 2024 (1 year and 3 months)
Paris, France
Managing and tracking customer requests through various channels
Assisting users with digital tools and resolving issues
Operational coordination of client projects
Participating in the improvement of internal workflows and processes
Administrative tracking and activity reporting
Managing priorities in a multitasking environment
Interface between clients and technical, creative teams
Monitoring customer satisfaction and processing user feedback
Coordination and Customer Support Operational Monitoring Administrative File Tracking Customer Satisfaction User Feedback Processing
Neuros
Digital Operations Officer & Client Coordination
April 2021 - December 2022 (1 year and 8 months)
Paris, France
Coordinating digital projects with internal teams and service providers
Gathering and analyzing customer needs
Operational project monitoring and deadline adherence
Participating in process structuring and continuous improvement
Managing incoming requests and assisting users
Tracking issues and coordinating corrections with technical teams
Activity reporting and performance analysis
Contributing to user experience optimization
Writing specifications and conducting acceptance testing
Reporting Specifications Customer Needs Analysis Administrative Management Operational File Tracking
Orange Money
Partner Operations & Support Officer
October 2018 - January 2020 (1 year and 3 months)
Abidjan, Côte d'Ivoire
Operational management of partner accounts and activation monitoring
Assisting partners in integrating and using services
Verification and first-level KYC/KYA processing before transmission to compliance teams
Coordination with compliance, technical, and sales teams
Analysis and monitoring of transactions and operational issues
Handling requests and resolving first-level incidents
Administrative and operational tracking of client files
Participating in the continuous improvement of internal processes
Management and monitoring of API interfaces and operational configurations
Training partners on tools and procedures
Contributing to operational risk monitoring and adherence to internal procedures
KYC/KYA Verification and Processing Operational Management of Partner Accounts Partner Support Transaction Monitoring Participation in Continuous Improvement of Internal Processes

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Master of Science in Strategy
ISG
2022
Master of Science option Stratégie

Other

Marie-Florence Abo

Freelance Multichannel Client Support

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