Freelancer profile translated to English.

Description

Hello,

I have specialized in customer relations for over 8 years (mainly B2C), with a strong aptitude for project management and a rewarding career covering various business sectors, both within large companies and SMEs. My approach is focused on finding practical solutions to improve the customer experience while optimizing operational performance.

I have managed internal and external teams, coordinated contact centers, and deployed innovative tools for sales and support. I particularly enjoy end-to-end project management, from needs definition to implementation, including change management.

Analytical and results-oriented, I am proficient in creating dashboards and analyzing data to drive performance and inform decision-making. I am committed to continuous improvement and innovation, always focused on operational efficiency and customer satisfaction.

I regularly use Zendesk, Aircall, Salesforce, Brevo, and Chatbase, as well as data visualization and project management tools such as Power BI, Jira, Confluence, Trello, and the Office Suite.

Among my achievements: continuous improvement of the Cloud service (Salesforce) at Bouygues Télécom, automation of processes via RPA, implementation of performance monitoring KPIs on Power BI, and deployment of a technical diagnostic tool.

Field-oriented, I have a real appetite for outsourcing management, both in terms of production and finance: managing call centers, forecasting contact volumes, calibration and quality monitoring, budget monitoring, and performance analysis.

Languages

French
Native or bilingual
English
Fluent

Workplace preferences

Can work on-site

Paris (up to 15km)

SafeBear
CUSTOMER RELATIONS MANAGER
SOFTWARE PUBLISHING
December 2023 - Today (2 years and 8 months)
Paris, France
Launch of the Customer Service from scratch to support startup growth.
• Management of 2 people
• Implementation and deployment of Zendesk and Aircall to structure tools
• Development and monitoring of KPIs via Power BI to manage Customer Service performance
• Drafting of functional specifications and coordination of projects with internal stakeholders and technical teams
• Direct interaction with customers to understand their needs and pain points
• Forecasting contact volumes to size the team
• Creation of campaigns and automation of the customer lifecycle via Mailchimp and Brevo
Zendesk Aircall Amélioration des processus Gestion de projet Gestion du service client
LA MUTUELLE GENERALE
CRM PROJECT MANAGER
BANKING AND INSURANCE
July 2022 - November 2022 (4 months)
Paris, France
Business Analyst for the sales team of La Mutuelle Générale on their Salesforce CRM.
Projects completed:
• Redesign and integration of the new sales support tool for the individual market sales team
• Definition of lead origin to determine ROI (acquisition channel, source, multi-source, etc.)
Chef de projet fonctionnel Gestion de projet Salesforce OAV Marketing
VOLTALIS
CUSTOMER RELATIONS MANAGER
ENERGY AND UTILITIES
September 2020 - July 2022 (1 year and 10 months)
Paris, France
Manager of the customer service for the Voltalis offer
• Management of our external provider: 45 call center agents (prospecting and level 1 support)
• Management of an internal team of 5 people (level 2 support) and a project manager
• Continuous project management on CRM/ERP tools for our call center agents
• Automation and continuous process improvement
• Implementation and maintenance of activity monitoring tools (dashboards/KPIs) via PowerBI
• Management of a significant budget
Management d'équipe centre d'appel Automatisation des processus métiers Planification, budgétisation et prévision Zendesk