Professional Profile
Customer Care expert with over 15 years of experience in customer support, handling complex requests, incident resolution, and sales administration in SaaS, IT, and international services environments.
Effective resolution of customer issues (billing, bugs, product support, complex workflows)
Structured bug analysis and escalation
Supporting customers in adopting and optimizing digital solutions
Recognized reliability, autonomy, and service quality
Professional Experience
Customer Care – SaaS Product Support (CLM)
HYPERLEX / DILITRUST
Corporate governance solution (SaaS)
Since 06/2022
Key Responsibilities:
- Analysis and resolution of complex tickets (product usage, workflows, permissions, integrations)
- Bug reproduction, qualification, and escalation to R&D teams
- Supporting customers in platform adoption and optimization
- Collaboration with Tech, Sales, and CSM teams to improve user experience
- Sales administration support
✨ Achievements:
- Improved first-contact resolution rate
- Active contribution to implementing faster support processes
Customer Support Advisor / Customer Resolution Specialist (EMEA/APAC)
EGENCIA (Expedia Group)
06/2007 - 05/2021
Key Responsibilities:
- Management and resolution of complex requests: billing, disputes, adjustments, strategic accounts
- Creation and maintenance of templates to standardize customer responses
- Bug tracking and interaction with technical teams
- Reporting and analysis for international strategic accounts
- Production of invoices, credits, adjustments, and quality controls
✨ Achievements:
- Reduced resolution times for Premium accounts
- Contributed to maintaining high satisfaction levels (NPS)
Sales & Digital Marketing
ASTROLAB Technologies
Software publisher
- Digital marketing campaign management and execution
- Prospecting, customer retention, and account management
- Contributing to marketing activities (emails, content, reporting)
Sales Administrator
EDF
05/2005 - 05/2007
- Configuration and management of professional accounts
- Contract and administrative follow-up
- Improving quality and reliability of customer data
Skills
Support & Customer Care
Digital Marketing
Tools mastered: Salesforce • Zendesk • Jira • Freshdesk • Navision • Oracle • SAP • WordPress • Office Suite • Adobe
Education
Graduate in Digital Marketing
Comptalia – 2021
DEUG in Humanities (History / Sociology)
Paris X Nanterre University – 1999-2000
Languages
🇫🇷 French
Native
🇮🇹 Italian
Bilingual
🇬🇧 English
Fluent
🇪🇸 Spanish
Basic