Freelancer profile translated to English.
Back to original languageAbout Mathieu
I manage your customer relations across all channels — email, live chat, phone, WhatsApp, social media — and I place customer satisfaction and your brand image at the heart of every interaction.
Whether you need responsive, high-quality support, seamless, end-to-end multichannel management, or a team capable of handling activity peaks without compromising quality — I deliver professional, responsive service that reflects your brand.
What I do:
→ Email & Live Chat Customer Support — quick responses, tone adapted to your brand
→ Phone Call Management — reception, information, resolution, escalation
→ WhatsApp & Social Media Customer Service — responsiveness and closeness with your customers
→ Customer Satisfaction Monitoring — complaint handling, feedback reporting, continuous improvement
My approach:I start by understanding your brand and your customers, not by applying generic scripts. Then I deliver reliable service, document processes, and remain available.
My experience:I have worked for a large telecommunications group as well as for the National Institute of Industrial Property (INPI) — demanding environments where service quality and brand image tolerate no compromises.
Do you have a one-time need or a recurring project? Describe it to me — I'll let you know within 24 hours if and how I can help.
English
Conversational
French
Native or bilingual
Remote only
Primarily works remotely
Experience
- FreeTechnical AdvisorMay 2024 - January 2026 (1 year and 8 months)Beziers, France- Analysis and processing of subscriber requests within the given deadlines.- Drafting responses via a specific interface.- Making calls to subscribers if necessary.- Reporting information regarding encountered problems.- Scheduling appointments with the incumbent operator.- Scheduling appointments for technical incidents and services.- Providing technical and administrative support to field technicians.- Practicing cross-selling and upselling on fixed and mobile offers for Free users.
- FreeTechnical AdvisorApril 2024 - May 2024 (1 month)Villeneuve-d'Ascq, France- Analysis and processing of subscriber requests within the given deadlines.- Drafting responses via a specific interface.- Making calls to subscribers if necessary.- Reporting information regarding encountered problems.- Scheduling appointments with the incumbent operator.- Scheduling appointments for technical incidents and services.- Providing technical and administrative support to field technicians.- Practicing cross-selling and upselling on fixed and mobile offers for Free users.
- Orange BusinessCustomer Advisor - Technical ServiceSeptember 2021 - September 2023 (2 years)Balma, FranceContributing to the implementation of offers focused on resource mobilization, from service configuration to validation of their proper functioning on the client's end.
Reviews
Recommendations
AB
+6
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Education
- RNCP de niveau 5 « Technicien Systèmes Réseaux et sécurité »Orange Business ServicesContribuer à la mise en service d’offres de la mobilisation des ressources à la configuration des services et la validation du bon fonctionnement côté client.RNCP de niveau 5 « Technicien Systèmes Réseaux et sécurité » Contribuer à la mise en service d’offres de la mobilisation des ressources à la configuration des services et la validation du bon fonctionnement côté client.
- Web DeveloperOpenClassRooms2020
Certifications
- Create a modern and professional website with WordPress 5OpenClassRooms2020
- Create your first website with WordPressOpenClassRooms2020