Description

Customer Success Manager Freelance | FR/EN | Support client premium

Je suis Hugo Maheu, freelance en Customer Success et support client FR/EN, avec plus de 8 ans d’expérience en relation client et management (aviation & automobile dans le secteur de la mobilité).

Je vous aide à :

Gérer vos tickets clients (email, chat, CRM) avec professionnalisme et réactivité.

Fidéliser vos utilisateurs grâce à une expérience client premium.

Améliorer vos process (FAQ, macros, automatisations).

Suivre vos KPIs (CSAT, volume, délais de réponse) via un reporting clair et régulier.

Mon approche : offrir à vos clients la qualité de service qu’ils attendent, en français comme en anglais, et vous faire gagner en efficacité.

Spécialisation : secteur mobilité (automobile & aérien) gestion de clients exigeants, VIP et internationaux, dans des environnements à forte pression et aux standards élevés.

Languages

French
Native or bilingual
English
Native or bilingual

Workplace preferences

Can work on-site

Paris (up to 50km)

Enterprise Mobility France
Branch Manager
AUTOMOBILE
July 2021 - Today (4 years and 11 months)
Petit Montrouge, Paris, France
Management Trainee Program
• Oversaw fleet management and vehicle optimization, improving rotation efficiency. (Fleet growth of 24% FY24 vs FY23)
• Supervised and coached a diverse team, ensuring high performance and customer satisfaction.
• Handled customer concerns, driving improvements in service standards.
• Managed financial performance, implementing cost control measures, accounts openings and revenue strategies. Developed strong B2B partnerships to optimize corporate rental solutions.
Gestion de la satisfaction client (CSAT/NPS) Customer Success Management gestion centre de profit Efficacité opérationnelle
EFFICITY
Independant Real Estate Efficity
REAL ESTATE
February 2020 - July 2021 (1 year and 5 months)
Goussainville, France
• Conducted real estate market analysis, providing expert guidance to clients.
• Negotiated and closed transactions, ensuring smooth property acquisitions and sales.
• Developed a strong customer network through targeted marketing and relationship management.
• Managed passenger check-in, boarding, and baggage handling for leading airlines (Lufthansa, Swiss, Brussels Airlines Qatar Airways, Norwegian, ITA Airways, Thai Airways, etc.).
• Ensured on-time flight departures, handling operational challenges under pressure.
• Provided high-quality customer service, resolving escalations effectively.
• Ensured strict adherence to airport security protocols, airline-specific procedures, and regulatory compliance.
Support client / Relation client Customer Success Management Bilingue Français/Anglais
Europe Handling and City Services
Commercial Station Agent
AVIATION AND AEROSPACE
January 2016 - March 2020 (4 years and 2 months)
Roissy-Charles de Gaulle, France
- Managed passenger check-in, boarding, and baggage handling for leading airlines (Lufthansa, Swiss, Brussels Airlines Qatar
Airways, Norwegian, ITA Airways, Thai Airways, etc.).
- Ensured on-time flight departures, handling operational challenges under pressure.
- Provided high-quality customer service, resolving escalations effectively.
- Ensured strict adherence to airport security protocols, airline-specific procedures, and regulatory compliance.
Bilingue Français/Anglais Support client / Relation client Customer Success Management Efficacité opérationnelle