Freelancer profile translated to English.

Description

Motivated and rigorous, I place people at the heart of performance. Organized and punctual, I support teams with listening and commitment to achieve operational objectives.

Looking forward to applying my skills for the benefit of your company.

Languages

English
Native or bilingual
Spanish
Conversational

Workplace preferences

Remote only

Primarily works remotely

Self employed
Customer Success Manager
February 2026 - Today (6 months)
Lyon, France
B2B support for the adoption of SaaS solutions and optimization of the customer experience

Management of client portfolios and KPI monitoring to maximize satisfaction and retention

Implementation of personalized onboarding and loyalty processes
IWG PLC
Customer Success & Operations Manager
REAL ESTATE
September 2021 - February 2026 (4 years and 5 months)
Lyon, France
Operational supervision of 10 business centers and overall cluster performance management

Management and support of teams to ensure a consistent and high-quality customer experience

Marketing of workspaces and contribution to revenue growth

Support and loyalty for a B2B client portfolio

Monitoring of KPIs (customer satisfaction, retention, service quality, performance) and implementation of continuous improvement actions.

Proactive management of complex customer issues (using a ticketing tool) and cross-functional collaboration to strengthen loyalty.
Team Retention Team Leadership and Management Objective Setting Objective Achievement
Best Western Créqui ****
Front Desk Assistant Manager
HOSPITALITY
June 2021 - September 2021 (3 months)
Lyon, France
Ensuring the smooth running of the guest's stay from arrival to departure (individual and group)

Coordination of reception and housekeeping staff;

Quality control management (Implementation of the "Green Key" label);

Precise monitoring of the establishment's E-Reputation, competitive intelligence.
Team Management E-reputation Customer Satisfaction Human Resources Billing and Customer Follow-up

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Higher Technician Certificate "Accommodation Manager" with European reference
Ecole Hôtelière Internationale Savoie Léman
2017
Brevet de Technicien Supérieur «Responsable de l'Hébergement» à référenciel européen
Technological Baccalaureate
Ecole Hôtelière Internationale Savoie Léman
2015
Baccalauréat Technologique

Operations Executive

Marie K.

Customer Success Manager

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