Freelancer profile translated to English.
Back to original languageAbout Roxane
With nearly 10 years of experience in customer service, I am passionate about customer service & satisfaction. Through my experiences as CSM, Head of CS, and CS Consultant, I have developed the operational and managerial skills required to support my teams towards excellence, and to strengthen the loyalty and engagement of our customers.
French
Native or bilingual
English
Native or bilingual
Swedish
Conversational
Spanish
Basic
German
Basic
Remote only
Primarily works remotely
Experience
- Le Club Leader PriceCustomer Service Consultant - FreelanceJuly 2023 - May 2024 (10 months)Complete takeover of customer service as part of the BU redesign.Recruitment from A to Z and training of 15 new employees in 3 different roles.HR Management: drafting contracts, invoicing, onboarding & offboardingManagement: definition and monitoring of KPIs, employee reviews, coaching & skills development. Conflict resolution.Operational: creation of procedures, updating macros, handling complex tickets, disputes, and B2B/B2B2C requests. Results: 92% reduction in the number of tickets (1700 -> 128), CSAT increase from 37 to 92%, budget met with 50% savings thanks to customer satisfaction.
- GlobalExam ParisHead of Customer SuccessEDUCATION AND E-LEARNINGJanuary 2022 - October 2022 (9 months)CSM (operational): managing a portfolio of 500+ clients in line with set OKRs and KPIs, in collaboration with internal teams (sales, product, IT) to improve customer engagement and satisfaction.Management: responsible for the B2C CSM and Support team, training & coaching CSMs, defining SMART objectives and monitoring KPIs, quarterly reviews. Work on developing and improving procedures, managing the CRM and workflows, and working with internal teams for new product development.
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Education
- Master Intercultural Mediation and Mediation (MEGEN)Umeå University Umeå,2016Master Médiation Interculturelle et Médiation (MEGEN)
- Bachelor's Degree in Foreign Languages, Literature, and Civilizations - Swedish Specialization (LLCE)Paris IV Sorbonne2016Licence Langues, Littérature et Civilisations Etrangères - Spécialité Suédois (LLCE)