Freelancer profile translated to English.

Description

Do you need reliable, responsive, and immediately operational customer support? I manage your customer interactions from A to Z via email, chat, and phone, in both B2C and B2B, with rigor and autonomy. With over 5 years of experience in 100% remote customer relations, I have worked for companies like Sunology, Papernest, and Bureau Veritas, handling high volumes (80 calls/day on average). I quickly achieve objectives: +48% on my sales KPIs at Papernest, 88% customer satisfaction at Sunology. I master the main market tools: Salesforce, Gorgias, Odoo, Shopify, Aircall, Kiamo, Diabolocom. What I bring you: rapid onboarding to your procedures, careful management of your tickets and CRM, and clear communication with your clients. Available 20h+/week | 100% remote work | Freelance

Industry field of expertise

Languages

French
Native or bilingual

Workplace preferences

Remote only

Primarily works remotely

PAPERNEST
Sales Call Center Agent
ENERGY AND UTILITIES
September 2025 - January 2026 (4 months)
• Remote B2C sales of energy and telephony contracts
• Needs assessment and support through to subscription
• Achievement of sales objectives in a competitive environment
• +48% achievement of sales objectives over 3 months
Needs Discovery and Qualification Remote Sales Sales Pitching Inbound and Outbound Call Management Customer Relationship Management (CRM)
CONVERSENS
Follow-up / Multi-client Customer Support Officer for Bureau Veritas and Careco
July 2021 - April 2025 (3 years and 9 months)
• Management of inbound and outbound call flow (average 80 calls/day in B2C and B2B)
• Request analysis and customer support
• Administrative follow-up and file traceability
• Order validation and tracking
• Adaptation to the processes and requirements of different brands
Inbound and Outbound Call Management Ticket Management: Qualification, Prioritization, Resolution, Escalation, Closure Adherence to Procedures Multichannel B2B and B2C Customer Support Request Prioritization
SUNOLOGY
Customer Care
January 2024 - August 2024 (7 months)
• Multichannel B2C support and request resolution
• Level 1 technical incident resolution
• FAQ and knowledge base updates
• Inter-departmental coordination (marketing, logistics, sales)
• Educational communication
• Upselling of solar stations and accessories

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Remote Customer Relationship Manager
STUDI Graduate
2023
Manager relation client à distance
Customer Care Training
Generation France
2021
Formation Customer Care

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Nadege Muco

Customer Care/Customer Loyalty & satisfaction

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