Freelancer profile translated to English.

Description

🎯 About

B2B customer relations specialist for 15 years, I support companies in structuring, optimizing, and improving the performance of their customer services. With operational and managerial experience, I help teams clarify their roles, collaborate effectively, and transform customer satisfaction into a lever for business and sales performance.

✨ My Promise

To support B2B companies in making their customer service a strategic driver of sales performance and loyalty by combining structuring, efficiency, and relational excellence.

🛠️ My Expertise

✔ Structuring and managing customer services / Customer Success

✔ Audit & optimization of customer organization and journeys

✔ Training & skill development for CSM / Care teams

✔ Implementation & monitoring of KPIs (NPS, retention, upsell)

✔ Optimization of CRM & Service tools (Salesforce, Hubspot, Intercom)

✔ Facilitation of collaborative workshops (vision, posture, process)

✔ Consulting on customer relationship posture (B2B)

Languages

French
Native or bilingual

Workplace preferences

Can work on-site

Nantes (up to 50km)

La Centrale des Ramoneurs
Customer Service Manager
June 2024 - February 2025 (8 months)
✔️ Management and supervision of a team of 6 people specializing in maintenance and chimney sweeping
✔️ Optimization of customer service processes and monitoring of daily operations: appointment scheduling (online, phone, email), quote requests (email, phone)
✔️ Improvement of customer satisfaction (management of customer reviews) and coordination of on-site interventions.
Consulting on customer relationship posture (B2B) Structuring and managing customer services Customer service management Training Definition and monitoring of indicators (KPI)
Artis
Trainer & Customer Experience
February 2024 - May 2024 (3 months)
✔️ Train users, resolve level 1 issues
✔️ Create user guides
✔️ Train internal teams on new features
Training and e-learning User support Technical support Customer service Creation of communication materials
Guest Suite
Customer Experience Manager
July 2020 - January 2024 (3 years and 6 months)
✔️ Train users, implement action plans to maximize usage level: product tour, marketing automation, online help, chat
✔️ Demonstrate the value of the tool to clients during quarterly meetings: Use of Qlik and DataStudio for regular performance monitoring //
✔️ Create user guides: online help, videos // Member of the product committee: optimization, new features, product feedback
✔️ Collect user reviews
✔️ Develop the skills of CSMs and project manager interns (8 people): onboarding, training, case follow-up
✔️ Structure the Guest Site customer journey for Small to Large accounts: establish onboarding (marketing automation, webinar, product tour, online help), renewal (strategic meeting, action plan, newsletter, customer feedback), and offboarding (marketing automation) journeys
Customer journey Customer support Creation of communication materials Customer Success Management Customer experience