Freelancer profile translated to English.
Back to original languageAbout Modest
I help companies improve their customer experience through my expertise in customer support, team management, and quality assurance. With experience in an international environment, I can help you structure your support operations, optimize your processes, improve customer satisfaction, and ensure the quality of interactions.
I am involved in Customer Support, Team Management, Quality Assurance (QA), team coaching, KPI monitoring, and continuous improvement missions. Accustomed to working in French and English, I bring a results-oriented approach focused on performance, service quality, and customer loyalty.
French
Native or bilingual
English
Native or bilingual
Remote only
Primarily works remotely
Experience
- ConcentrixTeam Lead & Quality AnalystTECHSeptember 2024 - June 2026 (1 year and 9 months)Marseille, FranceSupervision and coaching of a customer support team to ensure performance and satisfaction objectives are met. Conducting quality controls, coaching agents, analyzing results, and implementing continuous improvement actions. Monitoring KPIs, managing customer escalations, and collaborating with internal teams to optimize processes.
- Ricaris Have a Nice DayCustomer support specialistCONSULTING AND AUDITSApril 2019 - July 2024 (5 years and 3 months)Barcelone, SpainHandling customer inquiries via email, chat, and phone.Resolving issues and tracking tickets to closure.Assisting customers and improving their satisfaction.Using CRM tools and collaborating with internal teams.
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Education
- Bachelor's degree in Accounting and Managementuniversity2021