Freelancer profile translated to English.
Back to original languageAbout Nadia
Hello and welcome to my Malt profile!
Versatile and passionate about customer relations, I help companies improve their customer experience and user journeys by providing support, structuring, creation, and consulting services tailored to their needs.
For over 5 years, I have been assisting VSEs/SMEs with their structuring, project management, and customer engagement challenges.
I can assist you with the following missions:
- Audit of your customer journey
- Creation and implementation of customer support and loyalty strategies
- Organization and structuring of your internal operational processes
- Structuring and organization of operational teams (Sales, Account Management, Customer Success, Ops)
- Building your support and loyalty within your CRM
With my skills in organization and communication, as well as my knowledge of customer relationship management tools (Crisp, Jira, Airtable, Hubspot, Zendesk, Aircall, Notion, etc.), I am able to provide personalized solutions to each client, based on their objectives and needs.
I have supported various startups and companies in the creation, structuring, and development of their User / Customer Care and KYC departments. These experiences allow me to better understand the various issues related to customer satisfaction.
I would be delighted to assist you in meeting your specific needs and explore how we can work together to achieve your business goals. Please do not hesitate to contact me.
See you soon!
French
Native or bilingual
Can work on-site
Paris (up to 50km)
Experience
- NessPayCustomer Experience ManagerSOFTWARE PUBLISHINGJanuary 2021 - January 2023 (2 years)Paris, France- Structuring and implementation of the Customer Journey and the Customer Experience team of +5 people- CRM implementation for the team and automation of processes within the tool- Coordination with the Product team to define, prioritize, and communicate features to be deployed- Development of services and sales pitch to ensure customer growth and retention- Competitive and market intelligence on employee engagement and employee benefits
- SupermoodKey Account ManagerCONSULTING AND AUDITSMay 2018 - January 2021 (2 years and 8 months)Paris, France8 million raised since 2018CAC40 Expert / Management of +50% of turnover / NPS of client portfolio = 88.Clients supported: Groupe Barrière, AXA, Engie, Crédit Agricole, Boulanger, Sodiaal, RATP, Nestlé, etc.- Management of the company's key clients.- Presentation of strategic data reports to the Executive Committee.- Analysis of client needs in collaboration with business strategists + proposal of adapted technical and support solutions.- Commercial negotiations in close collaboration with business strategists.- Creation of a referral / cross-sell program.- Building a private network of +100 high-level contacts (executive committee members, family business leaders, CEOs, senior executives, etc.) in +30 major French companies (CAC40 and private companies).- Definition of support methodology + definition of strategic/operational objectives to be achieved for clients.- Responses to various tenders.
- KrealinksOperations ManagerCONSULTING AND AUDITSJuly 2014 - May 2018 (3 years and 10 months)Paris, France- Creation, implementation, and optimization of operational processes ensuring service quality and excellence- Weekly analysis and reporting of company KPIs ranging from Marketing to Operations- Deployment of the customer loyalty and reactivation strategy- Implementation of the company's CRM after a benchmark: definition of flows to be implemented, creation of automations, and internal team training- Overhaul of the visual identity and sales pitch based on customer feedback and market positioning
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Education
- Professional Master in Applied Social Psychology, MarketingUniversité Paris X Nanterre2014Master Professionnel De Psychologie Sociale Appliquée, Marketing
- Strategy@HECHEC2022Certification HEC : « Conception et mise en œuvre de la stratégie dans un contexte de changement »
Certifications
- Design and Implementation of Business Strategy in a Changing EnvironmentHEC2022