Freelancer profile translated to English.

Description

Are you losing clients without knowing why? I'll fix that.

Freelance CSM specializing in customer loyalty and churn reduction, I help B2B and B2C companies (SaaS, e-commerce, e-learning) transform their clients into loyal ambassadors.

What I bring concretely:

→ Loyalty strategy and anti-churn action plans

→ Structured onboarding from Day 1 to anchor value immediately

→ Detection of weak signals of disengagement and proactive follow-up

→ Personalized customer support, from initial contact to recommendation

→ Mastery of tools: Zendesk, Intercom, HubSpot, Salesforce, Aircall, Notion, Slack, Stripe, Dalenys, and many others...

Available for freelance missions, full remote, medium or long term. Flexible hours required.

📩 Send me a message.

Industry field of expertise

Languages

French
Native or bilingual

Workplace preferences

Remote only

Primarily works remotely

One pilot
Customer Support
E-COMMERCE
November 2025 - March 2026 (4 months)
Linas, France
Freelance customer support mission for Onepilot, a platform specializing in outsourcing customer relations, managing multiple brands simultaneously across different CRMs.

→ Handling multi-channel customer requests for several brands in parallel
→ Rapid adaptation to the specific tools and processes of each client (multi-CRM)
→ Maintaining service quality and customer satisfaction despite diverse contexts
CRM customer service Customer Relationship Management (CRM) Customer Service Customer Success Management
Caats
Customer Success Manager
RETAIL (SMALL BUSINESS)
October 2023 - May 2026 (2 years and 6 months)
Paris, France
• Client portfolio management
• Customer support
• Customer satisfaction and loyalty
• Analysis of customer needs and experience
• Feedback collection
• Complaint and dispute management
• Handling calls and chat
• Logistics order tracking
• Carrier delivery tracking
• Lead/user request tracking
• Technical monitoring
CRM client tracking Customer Service customer support Customer Satisfaction
Ornikar
CUSTOMER SUPPORT
EDUCATION AND E-LEARNING
April 2022 - October 2023 (1 year and 7 months)
Paris, France
Customer Support Hero 🪄
Level 1 and 2 support

• Assist the client by offering a solution adapted to their request
• Respond to all user/lead requests
• User order tracking and management
• Assist leads in their process/purchase
• Handle complaints by email/phone
• Ensure customer satisfaction
• Responsible for AAC/CS follow-up
• Process improvement
• Collaboration with Account Managers for better customer follow-up
client tracking administrative follow-up CRM Zendesk Aircall