Customer Support, CSM

Developed and implemented evidence-based interventions that improved clients’ overall mental health and well-being.

Provided emotional and psychological support to clients, helping them to cope with physical and mental health conditions as well as career coaching.
Analyzed client feedback and insights to identify areas for improvement and optimize the client experience. I constantly tailor sessions to meet the individual needs of each client.

Coaching career clients in managerial positions/C-suite to better their relationship with their teams and foster greater atmosphere, productivity and results.

2024 Q4 satisfaction rating of 99%.

A-Z set-up of the first hybrid edition of the ACH Conference. With participants from all over the world, we had to ensure proper setup for real-time interpreting in 3 different languages.

Conducted client and participant onboarding the weeks preceding the event. That included writing a handbook with best practices, and a FAQ covering the different questions one might have about attending an online conference.

During the event, I juggled successfully between backstage operations and support for the broadcasting and technical support.

The support was handled both on-site - for the interpreters and the local speakers - and online support for the attendees and remote speakers and presenters (150+ people in total). Provided additional documentation when and where needed

Ensured cross-departmental communication, teamwork, and project management with internal and external stakeholders, within a multimedia cultural mission.

Notably, in less than two weeks, with a downsized team of only two, we transitioned the preexisting 25-year-old paper-based work environment into a fully functioning online environment.

Took part in the hiring process for new colleagues. Managed a team of 3 to 6 colleagues, some of who managed their own team.

Leveraged user research to launch marketing and informational campaigns in 3 languages. (FR - EN - NL)