Freelancer profile translated to English.
Back to original languageAbout Myriam
Outsourcing of customer complaint processing & customer support – SMEs & VSEs
Lawyer by training with experience in B2B customer relations and claims management, I support SMEs and service structures in outsourcing their customer support and processing their complaints, from daily operations to pre-litigation.
I intervene in particular to:
• Absorb and process incoming email flows and sensitive requests,
• Draft formalized and secure responses,
• Manage pre-litigation and monitor ongoing cases,
• Structure internal claims processing procedures,
• Implement standardized templates and models,
• Produce regular reporting for the manager.
- I also provide operational support for daily customer service (handling incoming requests, administrative follow-up, internal coordination).
My dual legal and operational perspective allows me to secure communications while streamlining customer relations.
Sectors of intervention: real estate (managing agents, rental management), accounting firms, insurance brokers, B2B services, multi-sector SMEs.
Objective: reduce internal overload, professionalize conflict management, and preserve the company's image.
French
Native or bilingual
English
Conversational
Can work on-site
Aix-en-Provence (up to 50km)
Experience
- TestamentoBusiness Developer / CSMSeptember 2024 - Today (1 year and 9 months)Supporting insurance professionals (agents, brokers, financial advisors) in adopting a SaaS solution dedicated to wealth management.- Complete onboarding of new users (getting started, configuration, training)- Conducting product demos (video calls) and qualifying inbound leads- Usage monitoring, analysis of adoption KPIs & improvement recommendations- Operational support for clients in their daily practice- Management of a B2B portfolio (self-employed, VSEs)- Retention, renewals & upsell on features / licenses- Identification and reporting of UX pain points to improve the product- Production of help content (materials, guides, mini-videos)- Skills: Onboarding, training, product feedback, upsell, B2B customer relations, insurance, SaaS, KPI reporting.
- PredictisIndependent Wealth Management AdvisorSeptember 2023 - August 2024 (11 months)Aix-en-Provence, FranceSupporting individual clients & self-employed professionals.- Analysis of situations & wealth assessments- Recommendation of solutions in life insurance / provident insurance- Long-term follow-up & retention- Development of the client portfolio
- BNP Paribas CardifClaims AnalystJuly 2020 - June 2022 (1 year and 11 months)Nanterre, FranceAnalysis and processing of customer complaints in life and provident insurance.- In-depth analysis of cases and identification of friction points- Writing clear and educational written responses to policyholders & partners- Resolution of complaints within regulatory deadlines- Continuous improvement: identification of pain points and proposal of solutions- Monitoring customer satisfaction & quality reporting- Contribution to DDA / GDPR compliance
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Education
- Bachelor of Business Development - SpecializationRocket School2025Bachelor BizDev - Spécialisation
- Master 2 in Insurance Law, LawUniversité Paris 1 Panthéon-Sorbonne2016Master 2 Droit des assurances, Droit