Freelancer profile translated to English.

Description

I help companies manage their customer support outside of regular hours (evenings and weekends).

I provide email and chat support (no phone) to absorb volume, reduce response times, and maintain a smooth customer experience.

Specifically, I handle:

– customer requests (after-sales service, bugs, questions)

– ticket management and prioritization

– follow-up on requests until resolution

– clear and professional communication with customers

Accustomed to dynamic environments, I work autonomously with a focus on responsiveness and efficiency.

Available in the evenings and on weekends to supplement your support coverage or manage peak activity.

Tools: Zendesk, Intercom, HubSpot, Slack, Notion

Industry field of expertise

Languages

English
Native or bilingual
French
Native or bilingual

Workplace preferences

Can work on-site

Toulouse (up to 50km)

FORT BOYARD AVENTURES
Site Manager
ENTERTAINMENT AND LEISURE
November 2024 - January 2026 (1 year and 2 months)
Toulouse, France
Site Manager – Fort Boyard Adventures (Toulouse)
Daily management of customer interactions in a high-volume environment, with a focus on quick and effective responses.
Handling B2C and B2B customer requests (questions, complaints, operational incidents) through to resolution.
Management of B2B requests: qualifying needs, preparing quotes, tracking requests, and coordinating services.
Organizing and prioritizing requests during peak periods to ensure a smooth experience.
Direct communication with customers and handling sensitive or urgent situations.
Working in a dynamic environment requiring reactivity, autonomy, and rapid problem-solving.
Client Relationship Management (CRM) Customer service B2B CRM
FORT BOYARD AVENTURES
Assistant Manager
ENTERTAINMENT AND LEISURE
March 2023 - November 2024 (1 year and 8 months)
Montpellier, France
Assistant Manager – Fort Boyard Adventures
Participated in the daily management of customer interactions in a high-volume environment.
Handled customer requests (questions, complaints, operational incidents) with a focus on quick resolution and satisfaction.
Managed B2B requests: qualification, follow-up, and service coordination.
Organized and prioritized requests during peak periods to ensure a smooth service.
Supported field operations and coordinated teams to maintain service quality.
Worked in a dynamic environment requiring reactivity, autonomy, and a service-oriented mindset.
Operational Documentation Customer Success Management Process Optimization Customer service Customer reception
Heliades – Hotel Virginia (Rhodes, Greece)
Activities Manager France / International
ENTERTAINMENT AND LEISURE
July 2020 - September 2020 (2 months)
Rhodes, Greece
Managed daily customer interactions in an international environment.
Handled customer requests (questions, activity organization, unforeseen situations) with a focus on satisfaction.
Communicated in English with a diverse clientele.
Coordinated activities and adapted quickly to customer needs.
Worked in a dynamic environment requiring reactivity and a service-oriented mindset.
Operational Documentation Bilingual French/English Customer service Customer relations

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Customer Success Manager Certification
Kare School
Customer Success Manager Certification
Fundamentals of Customer Success
Fundamentals of Customer Success

Check out Maxime's education

Management Consultant

CRM Consultant

Maxime Nicolas

Customer Success Manager

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