Freelancer profile translated to English.

Description

About me:

Multilingual profile (French, English, Spanish, and Italian), I support companies in **improving their customer processes**, with a focus on **customer satisfaction**, **loyalty**, and **operational efficiency**.

What I offer:

**▸ Customer Process Audit and Optimization**: In-depth analysis of your current processes to identify friction points and propose tailor-made solutions.

▸ Customer Onboarding and Support:Management of welcoming and integrating new clients to ensure a smooth and seamless experience from the start.

▸ Customer Relationship Management:Quick and efficient response to requests via email, chat, phone, and social media, with expertise in tools like Zendesk, Gorgias, and Aircall.

▸ Continuous Improvement:Creation of macros, databases, and development of a unique and consistent brand voice for your company.

▸ Content Creation:Development of Frequently Asked Questions, video tutorials, and other resources to empower your customers and reduce the volume of inquiries.

▸ **KPI Monitoring**: Detailed reporting on performance indicators (CSAT, NPS, CES, FRT...) for precise customer satisfaction tracking.

Why choose me?

As aCustomer Careexpert, I combine acustomer-centricapproach with proficiency inCRM toolssuch as Zendesk, Gorgias, and Aircall, to optimize every customer interaction. My skills incustomer relationship management**, **loyalty, and continuous improvementenable me to transform operational challenges into opportunities for enhancement.

Available for:

▸ One-off or long-term assignments

▸ Audit, optimization, and operational customer service management projects

▸ Creation of educational content for your teams and clients

Languages

Italian
Conversational
English
Conversational
Spanish
Native or bilingual
French
Native or bilingual

Workplace preferences

Remote only

Primarily works remotely

Tonies
Customer Care Manager France
VIDEO GAMES AND ANIMATION
February 2024 - Today (2 years and 4 months)
Paris, France
Ticket management via Zendesk
Process improvement
FAQ redesign
Macro creation and improvement
Zendesk English Ticketing
Swan
Customer Care
BANKING AND INSURANCE
October 2023 - Today (2 years and 7 months)
Paris, France
Ticket management via Zendesk, phone calls via Aircall
Process improvement
Macro creation
HomeExchange
Customer Success
TRAVEL AND TOURISM
June 2023 - September 2023 (3 months)
Paris, France
- Convince leads to subscribe via outbound calls
- Support and onboard during profile creation, platform familiarization, and exchange search
- Respond to incoming requests (mainly phone via appointment booking and emails)
- Customer retention with the goal of limiting churn
- Report any anomalies encountered by users and alert relevant teams (process and product improvement)