Freelancer profile translated to English.

Description

Customer Success Manager with over 5 years of experience in customer relationship management and e-commerce. I have collaborated remotely with international companies while traveling in 32 countries. This experience has allowed me to develop strong adaptability, intercultural communication, and effectiveness in managing customer expectations in various environments. Expert in customer satisfaction and performance management, I know how to build lasting relationships of trust between the company and its customers.

Languages

German
Conversational
English
Native or bilingual
French
Native or bilingual
Arabic
Native or bilingual

Workplace preferences

Can work on-site

Paris (up to 50km)

POWER CREATIVE MEDIA
Customer Success Manager
January 2019 - March 2024 (5 years and 2 months)
Canada
- Onboarding and support of new clients.
- Monitoring of KPIs (NPS, churn, satisfaction rate).
- Implementation of product adoption strategies.
- Collaboration with the Product team to improve customer experience.
- Management of strategic client accounts and long-term loyalty.
Salesforce Zendesk Atlassian JIRA Shopify
SMART KIDS ONLY
Customer care specialist
E-COMMERCE
July 2019 - July 2020 (1 year and 1 month)
United States
- Addresses customer requests within a reasonable timeframe
- Achieves a customer satisfaction score of 98%
- Provides relevant information to improve internal procedures
- Manages customer support via various channels: email, chat, and phone
- Gathers customer needs
- After-sales service
Atlassian JIRA WooCommerce dropshipping Mailchimp Help Desk Support
SOMETHING ABOUT BABIES
Virtual Assistant_Ecommerce
E-COMMERCE
March 2018 - June 2019 (1 year and 4 months)
- Administration, animation, and management of the e-commerce site
- Management of social media accounts
- Creation of newsletters and sending to clients (Mailchimp)
- Creation of promotional videos and posters (Filmora/Canva/Indesign)
ClickFunnels slack Canva pro Shopify Zendesk

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BA ENGLISH STUDIES AND COMMUNICATION
Abdelmalek Essaadi University-

BA English Studies and Communication
University
2017
Digital Marketing and E-commerce
Academy of Arbitrage
2018

CRM Consultant

Sirine Gueznai

Customer Service/ Customer Success

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