Freelancer profile translated to English.

Description

After about 7 years as a customer service manager, I've decided to offer my help to your company.

Passionate, determined, curious, and involved, I enjoy helping companies create, structure, and manage their customer service.

Indeed, I share the conviction that a good customer relationship is based on a responsive, professional, and fulfilled customer service, but essentially driven by the desire to help and advise customers.

Through my experience, I have been able to set up two customer service departments within two different startups. Experiences that I would be delighted to leverage within your company.

Industry field of expertise

Languages

French
Native or bilingual
English
Fluent
Spanish
Fluent
Douala
Native or bilingual

Workplace preferences

Remote only

Primarily works remotely

Tracktor sas
Customer Care Manager
CIVIL ENGINEERING
January 2020 - Today (6 years and 5 months)
Paris, France
- Responsible for organizing and improving customer satisfaction levels
- Implementation and structuring of clear processes within the department to increase responsiveness (standard emails, Customer Best Practices Guide, best practices...)
- Drafting and monitoring of KPIs (response time, case processing time, number of calls...)
- Identification and implementation of improvement levers to reduce the number of requests received
- Ensuring good internal communication between different departments

- Management and performance monitoring of teams
- Operational management of requests within the department (emails, phone, customer relationship management)
- Management of Level 3 cases (claims, financial impact, damages)
Human Resources (HR) Conflict Management Insurance Customer Service Empathy Team Management Team Coaching
GoMore
Customer Service Manager
AUTOMOBILE
January 2018 - December 2019 (2 years)
Paris, France
 Management of customer disputes and complaints
 Management, monitoring, and loyalty of customers (100,000 members)
 Customer onboarding
 Development, creation, and implementation of departmental processes
 Recruitment and training of the Customer Care team
 Performance monitoring and analysis
 Participation in budget development

Customer Care numbers:
Happiness Report 77%
Chat: 538 /month
Email: 9735/ month
Phone: 100 / week

Rental numbers this year:
Rental booking growth 166%
Rental booking resolved growth 150%
Fees growth 94%

Administrative and financial:
 Personnel management and monitoring
 Bank account monitoring and reconciliation
 Management and monitoring of GoMore France expenses
Customer Service Project Management Team Management Process Process Optimization KPI Onboarding