Freelancer profile translated to English.

Description

For 5 years, I have been working at the intersection of user support, product ops, and AI to help teams better serve their users and automate what can be automated.

I previously worked at Alan, Shine, and Onepilot in scale-up environments, and for the past 3 years, I have been working within the beta.gouv ecosystem on Lead Support & Product Ops missions for digital public services.

I also assist my clients in designing AI agents and custom automations: business tools, intelligent FAQs, processing workflows, using code (no fragile no-code).

What I bring: a ground-level view of support, the ability to structure sustainable processes, and the technical architecture to automate them.

Industry field of expertise

Languages

French
Native or bilingual
English
Fluent

Workplace preferences

Remote only

Primarily works remotely

France VAE
Lead Support & Ops Freelance
PUBLIC SECTOR
January 2024 - Today (2 years and 5 months)
Paris, France
Operational mission and transverse alignment with Tech, Product & Care teams for the State Start-up France VAE: vae.gouv.fr
AI Integration Operational Management Customer Care Customer Support Customer Relationship Management
APiLos beta.gouv.fr
User Support Operations Officer Freelance
PUBLIC SECTOR
February 2023 - January 2024 (11 months)
Paris, France
Integration and implementation of user relationship management processes for state Start-ups via Beta Gouv.
Shine
Customer Experience Specialist
BANKING AND INSURANCE
July 2023 - December 2023 (5 months)
Paris, France
At Shine, a neo-bank for freelancers and SMEs, I provided personalized customer support, optimized processes, and ensured a smooth experience to improve operations and the product.
Customer Care Customer Success Management Customer Service Intercom

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Interactive Media Developer/Integrator at FIM de Saint Lô
Campus Fonderie de l'Image
2019
Développeur/Intégrateur de média interactif au FIM de Saint Lô, Développement web et création graphique
Bachelor's degree, English Language and Literature / Letters
Université de Caen Normandie
2017
Licence, Langue anglaise et littérature / lettres

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Mathis Robin

Ops Support Client & Agents AI | Ex-Alan, Shine

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