Freelancer profile translated to English.

Description

With several years of experience in Scale-ups, I have a track record of creating Customer Success departments where I have recruited, trained, and managed entire teams, significantly improving NPS and reducing the median first response time by 7. I am very comfortable with CRM tools (Salesforce / Hubspot / Zendesk).

I also manage automation and optimization processes using my NoCode skills (Zapier / Integromat, to name a few).

I am also in charge of external communication (social media: Twitter / Linkedin / Instagram and Facebook) and writing monthly newsletters, building on my previous experience in copywriting.

Languages

French
Native or bilingual
English
Native or bilingual
Spanish
Conversational

Workplace preferences

Can work on-site

Paris 2e Arrondissement (up to 50km)

Getaround
Head of Operations Europe
AUTOMOBILE
January 2022 - Today (4 years and 7 months)
Paris, France
Sole owner for all team tools within Europe.
Administering and in charge of Zendesk Europe and other tools (Zapier (automation) / Axialys (call solution) / Tableau and Redash (data) / Klaus (agent evaluation), etc.).
Leading US and EU product merger (Product / Data and Tech).
Conducting weekly data analysis and forecasting for the Custops team (Including Customer Care / Fraud / Car Quality / Claims / Insurance, etc.).
Paradox Group
CRM Manager / Cx Manager
EDUCATION AND E-LEARNING
March 2021 - October 2021 (7 months)
Paris, France
I was responsible for conducting a CRM benchmark and implementing it once approved.
I was also in charge of automating processes for the Customer Care department with the help of NoCode tools such as Zapier and Integromat, for example.
I recruited and then trained new team members.
I also implemented a new client onboarding process and established internal KPIs for the Customer Care team that I managed.
StaffMe
Cx Manager
EDUCATION AND E-LEARNING
May 2019 - March 2021 (1 year and 9 months)
Paris, France
I spent 2 years as a Customer Care Team Lead in a SaaS startup (StaffMe), where I used tools like Zendesk, Trello, Sendinblue, Metabase, and Mailchimp. I also implemented KPIs for the Customer Care team and established processes within the Product, Finance, and particularly the Tech departments.
During this period, our satisfaction rate increased from 65% to 90%, and the number of tickets decreased from 1200/week to 500-600/week. I also handled Account Management on some on-call weekends, engaging directly in B2B relationships.