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Stéphanie MaillardSM

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Freelancer profile translated to English.
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About Stéphanie

Hello, a freelancer specializing in digital customer relations, lead qualification, and customer/prospect follow-ups, I transform your requests into concrete opportunities according to your internal processes and procedures.

Thanks to my versatile experience with different companies, I can adapt to all types of sectors to improve responsiveness, manage customer follow-up, carry out follow-ups, organize files, and guarantee qualified leads.

Rigorous, autonomous, and adaptable, I provide a reliable and efficient service, whether for occasional support or a regular mission.
  • French

    Native or bilingual

Remote only
Primarily works remotely

Experience

  • eKonsilio
    Freelance Digital Advisor – Online chat lead qualification for the automotive sector
    July 2023 - Today (2 years and 10 months)
    • Management of online chats for national automotive groups and dealerships
    • Qualification of new or used vehicle purchase projects (car or motorcycle)
    • Identification of the intended financing method: credit, leasing, down payment, trade-in
    • Collection of necessary information to assess project viability
    • Transmission of qualified leads to the relevant sales teams

    • Processing of workshop appointment requests: gathering information and transmitting to after-sales services
    • Guiding customers to the appropriate contacts or links based on their request
    • Remote work in compliance with the specific procedures of each manufacturer or dealership
  • Siège Renault Retail Group – Paris
    Customer Relations Officer then Team Leader – Renault Retail Group
    October 2011 - October 2017 (6 years)
    • Management of incoming and outgoing calls as well as chat requests
    • Qualification of customer and prospect requests (vehicle purchase, workshop, commercial information)
    • Organization and validation of appointments (test drives, purchases, workshop interventions)
    • Preparation of quotes and customer file monitoring
    • Reservation of rental vehicles and coordination with relevant departments
    • Commercial follow-ups and customer satisfaction monitoring

    Evolution to Team Leader position:
    • Team work organization and priority management
    • Training and support for new employees
    • Performance monitoring and reporting
    • Contribution to service quality improvement
  • S2P Carrefour banque - Paris
    Back office agent
    January 2011 - September 2011 (8 months)
    Management and monitoring of customer files, updating files, and coordination with internal advisors to ensure rigorous and efficient processing.

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Skill set

Categories

  • Other