Freelancer profile translated to English.

Description

With 20 years of experience in customer service, I specialize in handling customer satisfaction and managing complex situations. I have led teams ranging from 20 to 100 employees, ensuring performance and engagement. As an operational manager for several customer service departments, I have led strategic projects aimed at improving service quality and operational efficiency. My expertise is based on a results-oriented approach, focused on customer experience and team cohesion.

Industry field of expertise

Languages

French
Native or bilingual
Italian
Native or bilingual

Workplace preferences

Can work on-site

Nancy (up to 50km)

Bureau Vallée
Customer Service Coordinator
April 2025 - Today (1 year and 2 months)
Plaisir, France
I oversee the customer service department in KPI management, sizing, and ensuring service quality.
I work daily with the network on customer satisfaction and adherence to our charter.
I manage commercial operations.
I collaborate on GDPR.
Finally, I adapt the FAQ.
Missions entrusted within the framework of my company.
SC EXPERTISE CLIENT
Self-Employed
April 2025 - Today (1 year and 2 months)
Nancy, France
• • Assisting companies in customer relationship management, working on loyalty, improving customer satisfaction
• • Communication with various departments to implement commercial strategies
• • Change management support: reflection on improving key indicators.
• • Coaching managers and working on team cohesion by emphasizing positive communication.
(Tessi Documents Services)
Operational Manager of Activities
January 2019 - January 2025 (6 years)
• • Supervision of the management of 3 major client accounts comprising approximately one hundred employees and 5 managers
• • Organization and facilitation of steering, production, and Business Review meetings for Bureau Vallée, Paris Airports, and Harmonie Mutuelle.
• • Daily support and coaching for managers to foster their skill development.
• • HR monitoring: absenteeism tracking, recruitment of new employees (active participation in various job fairs in collaboration with France Travail…)
• • Primary contact for client principals, managing billing and ensuring customer satisfaction.
• • Resource planning and activity management.