Freelancer profile translated to English.

Description

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

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

I am also in charge of external communication (social networks: Twitter / Linkedin / Instagram and Facebook) as well as writing monthly newsletters based on my previous copywriting experience.

Languages

French
Native or bilingual
English
Native or bilingual
Spanish
Conversational

Workplace preferences

Can work on-site

Paris 2e Arrondissement (up to 50km)

Getaround
Customer Operation Project Manager (Europe Strategy Management)
AUTOMOBILE
January 2022 - Today (4 years and 5 months)
Paris, France
Single owner for all team tools within Europe,
Admin and in charge of Zendesk Europe and other tools (Zapier (automation) / Axialys (call solution)/ Tableau and Redash (data) / Klaus (agent evaluation)..
Leading US and EU product merger (Product / Data and Tech)
Weekly data analysis and forecasting for Custops team (Including Customer care / Fraud / Car quality / Claims / Insurance..)
Paradox Group
CRM Manager / Team Lead Customer Care
EDUCATION AND E-LEARNING
March 2021 - October 2021 (7 months)
Paris, France
I was responsible for performing a CRM benchmark and implementing it once approved.
I was also in charge of automating Customer Care department processes 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 I was managing.
StaffMe
Team Lead Customer Care / Copywriting
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 such as Zendesk, Trello, Sendinblue, Metabase, Mailchimp, and also implemented KPIs for the Customer Care team. I also established processes within the product, finance, and especially 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 and was directly involved in B2B relations.