Freelancer profile translated to English.
Back to original languageAbout Solène
Hello, I'm Solène ✨!
With over 10 years of experience in key roles and operational missions,I am your ally for taking on your missions**Customer Care | Customer Service | Support | After-Sales Service.**
👩 Who am I?
Originally from Burgundy, after studying, living, and working in Lyon for 10 years, I decided to live my life's dream: 1 year in New Zealand. 🥝
Back in France, I chose to settle near the mountains to enjoy the great outdoors and hiking.
Jovial, organized, conscientious, rigorous, and dynamic: I will be your ally in offering a ⭐⭐⭐⭐⭐ experience to your users and ensuring maximum customer satisfaction.
👩💻 Missions
• Management of level 1 and 2 customer requests
- Multi-topic: technical questions or bugs, delivery issues or follow-up, disputes, pre-sales, after-sales, refunds, usage questions
- Multi-channel: ticketing tools (Zendesk is my favorite tool) | social networks, emails, chat
• E-commerce After-Sales Service
• Coordination with other teams | Reporting bugs, suggesting product/service improvements
• Writing articles for the FAQ and other self-service tools
• Assistance in optimizing and automating the Zendesk tool
• Documentation of internal procedures to improve the knowledge of customer care agents
French
Native or bilingual
English
Fluent
Remote only
Primarily works remotely
Experience
- VIVLIOCustomer Care Agent | Customer Relations ManagerMay 2024 - March 2025 (9 months)Customer care service | Hardware (E-reader) + Mobile app and software📧 Management of level 1 and level 2 customer requests | Multi-channel (chat, email, and phone) | Technical support, e-commerce after-sales service, pre-sales, and usage support.40 support tickets per day⚙️ Coordination with the technical team for bug reporting and product improvements | Project mode operation #JIRA📚 Redesign of the FAQAnalysis of the existing situation, procedure testing, writing of 50 articles https://help.vivlio.com/hc/fr | Objective: improve self-service rate and customer satisfaction💪 Redesign of the internal knowledge base for the Customer Care department | Objective: facilitate information sharing, improve training for Care agents to reduce resolution time + increase customer satisfaction.
- Bookinou (by Pimely)Operations ManagerENTERTAINMENT AND LEISUREMay 2020 - March 2023 (2 years and 10 months)Lyon, France❣️ Head of Customer Care & Support Department
- Customer request management | Ticketing | Zendesk
- Topics: E-commerce after-sales service | Technical issues | Logistics | Usage support
- Team management (2 apprentices)
- Definition and writing of internal procedures and methods | Notion
- FAQ creation
🧾 Sales Administration- Administrative Assistant
- Quote validation
- Customer & supplier invoicing | Sellsy
- Invoicing follow-up and reminders
- Refunds and credit notes
- Definition and writing of internal procedures | Notion
👋 HR Support- Apprentice and intern contracts, OPCO declarations, AST, mutual insurance
- Definition and writing of Onboarding | Notion
💶 Bank Reconciliation - Pre-accounting🚚 Logistics- Definition and writing of procedures for the entire supply chain | Notion
- Coordination of delivery to the end customer
- Coordination of delivery to purchasing centers | Amazon, Leclerc, Nature & Découvertes, Boulanger
- Coordination with the warehouse (located in Le Mans): stock, orders, inventories
- Product After-Sales Service
🏭 Industrial Production- Implementation of a decision-making tool - production strategy and forecasting capabilities | Microsoft Excel
- Inventory Management
- Supply Management
- Support for the product team in product design
- Production monitoring
- Quality control
- Implementation of a product repackaging system with the industrial partner
- BoostInLyonCoordinator | Administrative Assistant | Office ManagerCONSULTING AND AUDITSOctober 2018 - January 2020 (1 year and 3 months)Lyon, France🧾 Sales Administration
- Customer and supplier invoicing
- Budget and expense tracking
🎉 Community Management- Organization of internal events to promote startups
- Participation in Lyon's entrepreneurial ecosystem events
- Management of the incubator's activities
- Management of relations with speakers
📂 Project Management - Training- Recruitment and evaluation of startups wishing to join BoostInLyon (2 cohorts of 10 startups per year)
- Implementation of a training schedule
- Recruitment of speakers
- Project Roadmap monitoring
- Planning and organization of regular follow-up meetings to assess project progress
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Education
- Master of ManagementUniversité Claude Bernard Lyon 12015Master 2 Management
- Bachelor's Degree in Economics and ManagementUniversité Lumière (Lyon II)2013Licence Economie et Gestion