Freelancer profile translated to English.

Description

Customer Success Manager with several years of experience in fintech, insurance, and digital platforms, I support clients and partners in the optimal use of services and the resolution of their issues.

I have notably participated in supporting clients during the launch of online banking services, managing complex requests related to financial and automotive assistance services, as well as monitoring partners and optimizing their performance on digital platforms.

During my experiences at Shine, Finom, Roole, and Deliveroo, I have developed expertise in:

supporting and onboarding clients and partners

managing and qualifying complex customer requests

monitoring and resolving incidents via CRM and ticketing tools

coordinating with product, operations, and external partner teams

continuously improving customer experience and support processes

Autonomous and solutions-oriented, I am involved in Customer Success, customer support, operations, and account management missions, with the goal of improving customer satisfaction and service performance.

Languages

French
Native or bilingual

Workplace preferences

Can work on-site

Paris (up to 50km)

Shine
Customer Success Manager
BANKING AND INSURANCE
February 2022 - December 2022 (10 months)
Paris, France
Managing a portfolio of independent and SME clients to ensure their satisfaction and loyalty.

Supporting clients in using the banking platform and associated services (business accounts, management tools, payments).

Analyzing client needs and proposing suitable solutions to optimize their experience.

Resolving requests and incidents through various channels (phone, chat, email).

Tracking tickets and coordinating with internal teams (technical support, product, compliance).

Contributing to the continuous improvement of the customer experience by reporting recurring issues and user needs.

Participating in the onboarding of new clients and assisting them in getting started with the services.

Monitoring customer satisfaction indicators (NPS, CSAT) and implementing corrective actions if necessary.
Salesforce Hubspot Zendesk ServiceNow ITIL
Roole
Customer Success Manager
BANKING AND INSURANCE
February 2021 - January 2022 (11 months)
Boulogne-Billancourt, France
Handling member requests regarding automotive assistance services and warranties offered by Roole.

Qualifying and processing incidents related to breakdowns, accidents, or client assistance needs.

Assisting members with their procedures and explaining available services and coverage.

Analyzing client situations to propose the most suitable solution (assistance, referral to a partner garage, case opening).

Monitoring and updating tickets in the CRM tool to ensure complete traceability of requests.

Coordinating with service providers and partners (tow trucks, garages, assistance services) to ensure prompt customer support.

Managing requests through multiple channels (phone, email, CRM tools).

Contributing to the improvement of the customer experience by reporting recurring problems and user needs.
Customer Relationship Management (CRM) Customer Support Insurance Qualification Escalation
Finom
Customer Success Manager / Support (Ops)
BANKING AND INSURANCE
July 2024 - December 2025 (1 year and 5 months)
Paris, France
Actively participating in the operational launch of the bank in the French market, supporting early adopters in getting acquainted with the services.

Providing support and assistance to entrepreneurs and SMEs during account opening and activation of banking features.

Handling customer requests related to banking services (payments, cards, transfers, billing, management tools).

Contributing to the onboarding of new clients and assisting with account verification and validation steps.

Identifying and resolving incidents or blockages encountered by users while using the platform.

Collaborating with product, compliance, and operations teams to improve processes and fix issues reported by early adopters.

Participating in the continuous improvement of the customer experience during a scale-up phase and the structuring of support operations.

Tracking customer tickets via CRM tools and documenting encountered cases to improve internal procedures.
Banking and Insurance Customer Relationship Management (CRM) Customer Support Project Management Zendesk