Freelancer profile translated to English.
Back to original languageAbout Morgane
🚀 Outsourced client support: Responsiveness, efficiency, and human connection
With 13 years of experience in customer relationship management, including 10 years in hospitality (where I learned to handle emergencies, difficult customers, and peak activity calmly and professionally) and 3 years at GoStudent (optimizing customer follow-up), I can take charge of your customer support to free up your time and improve your customers' satisfaction.
What I offer:
✅ Comprehensive management of your customer support:
Responding to emails, chats, calls
Following up on requests and resolving issues
Handling difficult customers and urgent situations
✅ A tailor-made service:
One-off or regular assignments
Adapted to your industry (e-commerce, SaaS, hospitality, etc.)
Guaranteed responsiveness (replies within 24h max)
✅ Simple tools for greater efficiency:
Using optimized template responses
Monitoring trends to anticipate needs
Regular reporting to measure customer satisfaction
Why choose me?
👉 Field expertise: I've handled complex situations in hospitality (emergencies, unhappy customers) and digital support → I know how to adapt to any context.
👉 Concrete results: I've helped teams save time and improve their responsiveness through clear processes and human-centered management.
👉 A pragmatic approach: I focus on your real needs without imposing complex tools.
Types of assignments:
💥 Outsourced customer support (one-off or regular)
💥 Handling complaints and difficult customers
💥 Implementing simple processes for smooth customer follow-up
Daily rate: €350/day – Rates adaptable based on project duration and complexity.
💡 Need responsive, human, and efficient customer support? Let's talk!
French
Native or bilingual
English
Conversational
Remote only
Primarily works remotely
Experience
- GoStudentCustomer Care ManagerEDUCATION AND E-LEARNINGSeptember 2021 - October 2024 (3 years and 1 month)Villeurbanne, France-Management of multichannel customer requests (email, phone, WhatsApp via MessageBird) with a focus on efficiency and service quality-Optimization of flow processing: response time < 30 sec, average resolution 2 min-Contribution to continuous process improvement in conjunction with CSM, CRM, and retention teams-Identification of customer pain points and implementation of actions to streamline customer journeys-Automation & optimization: Participation in the implementation and improvement of a chatbot → -30% of tickets-Contribution to the development of customer self-service to reduce operational load-Incident management: Handling tool malfunctions and prioritizing emergencies in a high-volume environment= Results: 95% customer satisfaction, 100% of calls handled in < 30 sec
- Divers établissementsHead Waitress - Restaurant ServiceRESTAURANTS AND FOOD SERVICEJanuary 2009 - January 2019 (10 years)Lyon, France-Effective management of emergencies, ensuring quality customer service.-Training of new employees, imparting essential skills and operational knowledge.-Optimization of organization for efficiency gains-Excellence in customer relations-Ability to work under pressure
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Education
- Creation of visual and written content through the responsible use of generative AIÉcole 1092026- Création de contenus rédactionnels avec l’IA générative. - Création de contenus visuels avec l’IA générative. - Rédaction, reformulation et optimisation de textes. - Conception de prompts efficaces pour différents usages professionnels. - Adaptation des contenus aux besoins marketing et communication. - Usage responsable de l’IA dans un cadre professionnel. - Veille sur les bonnes pratiques et limites de l’IA générative (RGPD et IA Act).