Freelancer profile translated to English.

Description

Experienced operations management professional, I manage client and partner relationships, supervise and support sales teams, analyze and improve performance, resolve complaints, optimize processes via CRM, and do everything possible to ensure customer satisfaction and operational efficiency.

Industry field of expertise

Languages

French
Native or bilingual

Workplace preferences

Remote only

Primarily works remotely

Delicity
Customer support representative
E-COMMERCE
November 2025 - Today (7 months)
Handling requests from customers, partner restaurants, and delivery drivers
Real-time monitoring of delivery progress
Resolving incidents and malfunctions (delays, cancellations, order errors)
Processing complaints and disputes
Coordinating between customers, restaurants, and delivery drivers
Ensuring customer satisfaction and adherence to procedures
Updating records and monitoring tools
CRM Customer service Complaint management Customer support Adaptability and responsiveness
Carré Gourmand
Assistant Manager
RESTAURANTS AND FOOD SERVICE
May 2021 - May 2024 (3 years)
Managing two restaurants in a shopping center
Organizing teams to ensure productivity and quality of service to customers
Managing inventory and purchases
Creating communication materials
Implementing commercial and marketing actions
Recruitment responsibilities
Monitoring HR indicators
Managing staff schedules and payroll
Controlling and evaluating the profitability of establishments
Overseeing all activities
Performance management HR management Visual communication Staff management
SFAM
Customer Satisfaction / Commercial Quality Representative
TELECOMMUNICATIONS
September 2019 - April 2021 (1 year and 7 months)
Listening to and evaluating calls from sales representatives
Monitoring the quality of sales pitches and adherence to scripts
Analyzing sales performance and techniques
Supporting and coaching sales representatives to improve their results
Defining and monitoring individual and collective improvement areas
Contributing to the increase in conversion rates and customer satisfaction
Quality management Customer satisfaction Performance analysis