Freelancer profile translated to English.
Back to original languageAbout Tanguy
Hello, I'm Tanguy 👋
After several years in Colombia, Portugal, Australia, Sweden, and Spain, I've developed solid expertise in Customer Care, Product Operations, and operations optimization in high-growth startup environments.
My specialty: building efficient, scalable, and optimized Customer Care systems using AI — with a clear goal: to improve the customer experience while reducing operational costs.
For me, Customer Care is not just support.
It's a strategic lever capable of increasing retention, accelerating product adoption, and significantly reducing service costs when well-structured.
My approach:
⚡ Operational efficiency & cost reduction
🤖 AI & automation for performance
📉 Decrease in cost per ticket & resource optimization
🎯 Measurable impact on satisfaction, retention, and product adoption
📊 Intelligent use of data and user feedback
🤝 Smooth collaboration between Support, Product, Tech & Ops
I'm ready to strengthen your Customer Care strategy with a performance-oriented, automation-focused, and operationally efficient approach.
French
Native or bilingual
English
Fluent
Spanish
Conversational
Portuguese
Basic
Remote only
Primarily works remotely
Experience
- Green-GotCustomer Care Analyst & OpsBANKING AND INSURANCESeptember 2024 - Today (1 year and 9 months)🦊 Green-Got is a fintech committed to combining financial innovation and environmental responsibility. It offers its members a full range of digital banking services: current accounts, payment cards, savings, and investment products.• Customer relationship management using Jira, Intercom, and Linear tools. Responding to members across all channels, assisting them with account usage, analyzing and resolving transaction-related requests.➡️ approx. 1000 tickets/month➡️ CSAT: 98.6%• Optimizing internal processes, collecting and relaying member feedback to relevant teams, participating in testing, tracking bugs, and keeping documentation up-to-date.• Leading a member experience improvement project, defining indicators, testing actions, and implementing monitoring tools.
- IndyCustomer CareSOFTWARE PUBLISHINGFebruary 2024 - May 2024 (4 months)📊 Indy is accounting software simplified for freelancers. During this tax closing period, I was part of the bank statement validation team (back office) and performed tasks such as:• Customer relationship management using Jira and Intercom tools.➡️ 15 to 25 cases validated per day➡️ CSAT 100%• Bank reconciliation• Bank statement validation• Ensuring follow-up and updating of requests and documents• Guaranteeing the customer experience and finding solutions to various issues encountered
- Crêperie, Café, ÉvénementielRestaurationRESTAURANTS AND FOOD SERVICEJuly 2022 - December 2023 (1 year and 5 months)Sydney, Australia👨🍳 Various businesses (French restaurant, event catering, and café)• Cost management• Food inventory• Stress management• Stand management (up to 8 people)• Customer service
Reviews
Recommendations
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Education
- Master in International StudiesISCTE - University Institute of Lisbon2022Géopolitique, Résolution de Conflits Internationaux & Anthropologie
- Bachelor's Degree in International BusinessUniversidad EAFIT2019Logistique internationale, Diplomatie commerciale & Histoire de l'Amérique Latine
Certifications
- Sustainability as an Innovation OpportunityLinkedIn2023
Skill set
Categories
- Other