Freelancer profile translated to English.

Description

Specialist Support Agent, Coach & Trainer for Epic Games for 1 year, I bring my passion for customer relations to entrepreneurs.

I am the founder of Cdlt•, which takes this passion and adapts it to SMEs and other projects.

I mainly work with e-commerce businesses, and help them with:

- Managing their after-sales service procedures

- Training and coaching teams

- Implementing specialized and high-performance tools

- After-sales service analysis and reporting

- Planning and retention & loyalty strategy

Through the development of specialized tools, I am able to boost team productivity while improving the level and quality of service.

Today, more than 2 out of 3 customers will not place an order with you if you are unable to provide them with answers before the sale. So it's time to invest in the levers that matter.

Languages

French
Native or bilingual
English
Fluent

Workplace preferences

Can work on-site

Bordeaux (up to 50km), Paris (up to 10km)

hestiia
Head of Customer Care
ENERGY AND UTILITIES
November 2022 - Today (3 years and 7 months)
As Head of Customer Care, my mission is to:
- Conceptualize, develop and ensure the smooth running of the customer experience
- Write and maintain the various knowledge bases (internal, help center)
- Develop support tools (Zendesk, Gorgias, Surveymonkey etc...)
- Ensure the smooth running of the strategy (KPIs, SLAs, BI)
- Recruit, train and support support agents (onboarding, training, coaching and management)
Team Management Project Management Customer Journey Customer Service Customer Success Customer Experience Communication Strategy Branding & Identity
Cdlt•
Founder
SOCIAL NETWORKS
February 2020 - Today (6 years and 4 months)
Bordeaux, France
Project Manager, I implement support strategies, train and support our agents in their missions.
I advise our clients in handling their customers, service accessibility, and the credibility of their online image.
Project Management Customer Service Support After-sales Service Social Media Outsourcing
5CA
Specialist Support Agent (Tier 3)
VIDEO GAMES AND ANIMATION
March 2019 - December 2019 (9 months)
Epic Games Project (Fortnite, Epic Games Store etc...)
Handling and resolving customer requests. Training, Coaching & Onboarding of new agents. BI, Analysis and training of Team Leads. Reporting Root Causes to HQs and proposing solutions.
Writing Data Analysis Productivity Customer Service