Freelancer profile translated to English.
Back to original languageAbout Nicolas
👋 About me
Customer Relations & Customer Experience (CX) Manager, I help companies retain their customers, structure their customer service, and transform every interaction into a lever for satisfaction and business performance.
With 5 years of experience as a customer service/logistics manager, I am involved in the entire customer relationship cycle: support organization, complaint management, customer journey improvement, team management, and process optimization.
🤝 What I do for your customers (and your business)
Structuring and managing customer service
Improving customer satisfaction and loyalty
Managing and resolving disputes and sensitive situations
Implementing clear processes to reduce response times and increase quality
Training and coaching teams focused on relationships, posture, and efficiency
Results: better supported customers, aligned teams, and customer relationships that create value.
👥 Management & relational posture
A human-centered and results-oriented manager, I believe that good customer relationships are primarily built on engaged and empowered teams.
💡 Organization, adaptability & continuous improvement
Versatile and responsive, I quickly adapt to any environment, tool, or business sector.
Accustomed to demanding contexts, I know how to prioritize, manage emergencies, and continuously improve customer journeys with a pragmatic and solution-oriented approach.
🚀 Why work with me?
✔ Global vision of customer relations
✔ Customer experience focused on satisfaction & loyalty
✔ Structuring of services and processes
✔ Team management and coaching
✔ Human, business, and operational approach
A committed and customer-oriented professional, I transform customer relationships into a sustainable competitive advantage.
French
Native or bilingual
Remote only
Primarily works remotely
Experience
- EcovaLogistics / After-Sales Service ManagerE-COMMERCEJune 2020 - September 2025 (5 years and 3 months)Nantes, FranceCustomer Relations & After-Sales Service Management:→ Manage the customer service and after-sales department to improve satisfaction and reduce disputes→ Handle complaints, refunds, invoicing, and customer follow-up→ Track requests until complete resolution→ Implement a continuous improvement approach for service qualityOrganization & Process Optimization:→ Structure clear and efficient processes for after-sales service, logistics, and customer relations→ Improve processing times and reduce operational errors→ Monitor performance indicators (quality, deadlines, satisfaction)Team Management & Coordination:→ Manage and support an operational team on a daily basis→ Organize workflows between warehouse staff, order pickers, and sales department→ Train employees to enhance autonomy and versatilityE-commerce Development & Customer Satisfaction:→ Develop online sales on eBay, Shopify, Opisto, Vroomly, France Casse, B-Parts→ Ensure a smooth customer experience from order to delivery→ Contribute to a +400% growth in online revenueLogistics & Operational Performance:→ Ensure rigorous management of stock and orders→ Optimize packaging and shipments, reducing logistics costs→ React quickly to unforeseen events and emergencies to maintain service quality
- Bi-pharmaCustomer Relations Manager | Customer Service & SupportRETAIL (SMALL BUSINESS)August 2025 - January 2026 (5 months)Paris, FranceCustomer Relations Management:→ Monitor and track response times→ Respond to emails clearly, reliably, and professionally→ Ensure smooth communication with contactsOrganization & Operational Efficiency:→ Implement a structured organization for handling requests→ Create and optimize processes for greater rigor and efficiency→ Prioritize emails and requests based on urgency levelInternal Coordination:→ Contact relevant departments when requests are pending→ Follow up until a response is received→ Facilitate communication between teamsQuality & Sensitive Request Tracking:→ Handle requests requiring precision, reliability, and confidentiality→ Track cases until complete resolution
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Education
- STAPS License - Sports ManagementUFR STAPS NANTES2020Grâce à ma formation en management du sport, j’ai appris à adapter mon approche aux différents profils : jeunes ou moins jeunes, sportifs débutants ou expérimentés. Cette expérience m’a permis de communiquer clairement et efficacement et de motiver chaque participant pour atteindre les objectifs fixés. J’ai développé ainsi une capacité d’écoute, d’observation et d’adaptation, essentielle pour guider, encadrer et obtenir des résultats concrets, quel que soit le public.