Freelancer profile translated to English.

Description

Passionate about customer experience, I help companies structure their customer service and optimize their processes to offer a fluid and lasting relationship. With several years of experience in Customer Success and operational management (SaaS, e-commerce, innovative services), I am involved in daily monitoring as well as in the implementation of loyalty strategies, CRM tools, and internal processes. My goal: to transform every interaction into a lever for satisfaction and growth.

Industry field of expertise

Languages

French
Native or bilingual
English
Fluent
Spanish
Basic

Workplace preferences

Remote only

Primarily works remotely

Y-Brush
HEAD OF CUSTOMER SUPPORT
HEALTH AND WELLNESS
September 2024 - Today (1 year and 11 months)
Lyon, France
Y-brush: a startup offering next-generation toothbrushes, 100% made in France - headquarters in Lyon - France.

Mission:

- Handling customer tickets (French and English)
- Handling customer calls (French and English)
- Handling Amazon/Trustpilot reviews
- Creating training content
Shopify Amazon Seller
La Tournée
CUSTOMER SUCCESS MANAGER
AGRICULTURE
June 2025 - Today (1 year and 2 months)
Paris, France
- Customer relationship management and logistics optimization for a zero-waste delivery service.
- Daily order and deposit/return monitoring.
- Proactive incident resolution, coordination with internal teams to ensure a seamless experience.
Customer Relationship Management (CRM) Customer service management
En Voiture Simone
CUSTOMER CARE MANAGER
AUTOMOBILE
October 2019 - March 2024 (4 years and 6 months)
Paris, France
En Voiture Simone, headquarters - Paris.
A leader in the online driving school market in France.

Missions:

- Management and organization of driving license exams across France
- Handling issues related to customers' driving hours
- Processing customer complaints/dissatisfactions via Zendesk and phone
- Creation of the customer support department: design and implementation of processes
Customer service Customer relations Zendesk Trello Pipedrive