Sibel Yener, Care / Support / Success

Freelancer profile translated to English.

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Description

Responsible for a customer service department, I have been developing my skills in customer relations for over 3 years.

Independent, dynamic and aiming for excellence every day, I would be delighted to put my skills at your disposal.

Attentive and a good listener, I will respect your requirements at all times.

Industry field of expertise

Languages

Spanish
Fluent
French
Native or bilingual
English
Conversational

Workplace preferences

Remote only

Primarily works remotely

L'Ecole Française
Head of Care and Success
EDUCATION AND E-LEARNING
April 2022 - Today (4 years and 3 months)
Levallois-Perret, France
- Piloting the customer relationship and learner success strategy, in collaboration with the product, tech, and educational teams.
- Management and development of 3 key teams (Customer Success, Customer Care, Mentoring – 15 people) for personalized support.
- Implementation of engagement and retention strategies, analysis of user feedback, and continuous optimization of the experience.
- Monitoring of KPIs (NPS, satisfaction, completion) and promotion of inter-departmental collaboration.
Customer Service Customer Success Customer Relationship Management (CRM) Zendesk
Ornikar
Head of Customer Success & Care
TRANSPORTATION
May 2018 - March 2023 (4 years and 11 months)
Paris, France
- Define the customer strategy and associated KPIs to measure satisfaction and retention
- Manage the Support and Success teams, ensuring their development and the achievement of objectives
- Identify and implement actions to improve customer experience
- Collaborate closely with internal teams to ensure an impeccable customer approach
Customer Success Customer Care Customer Service

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Master 2 International Business
IAE PERPIGNAN
2016

Other