Description

Diplômée d'un Master en management des ventes et négociation de l'école de commerce IESEG (La Défense), j'ai occupé des postes commerciaux /expérience clients depuis plus de 5 ans.

J’ai toujours apprécié le contact avec les clients B2B ou B2C et j’aime assurer une parfaite satisfaction. Je suis consciente de l'importance d'une communication de qualité, empreinte de bienveillance, et de la nécessité de réagir de manière prompte et personnalisée aux besoins exprimés par les clients.

Je suis très appliquée dans mon travail, je parle parfaitement anglais et je serais ravie d’intégrer une nouvelle équipe. Je suis également organisée, efficace, créative et très enthousiaste à l'idée de m'engager dans un nouveau challenge professionnel !

Au plaisir de discuter de votre projet,

À bientôt !

Service clients / SAV / Customer Success Management / Key Account Management / Onboarding / Administration des ventes

Languages

French
Native or bilingual
English
Fluent

Workplace preferences

Remote only

Primarily works remotely

Apnée Paris
Account Manager B2B & Customer Relations Manager B2C
HEALTH AND WELLNESS
June 2024 - Today (2 years)
Paris, France
Logistics
- Oversaw daily B2C and B2B order flows in collaboration with our logistics partner.
- Identified and escalated logistic anomalies to internal teams for swift resolution.
- Ensured smooth shipment processes and tracked customer satisfaction metrics.
- Contributed to KPI reporting for customer service performance.

B2B Account Management
- Managed incoming requests from resellers and potential partners.
- Presented the brand professionally during calls.
- Monitored quotes, invoices, and payments, following up proactively when needed.
- Identifying new points of sale, initiating first contacts, sending presentations, and tracking responses.

B2C Customer Service Excellence
- Delivered high-quality customer support, including guidance, order tracking, and after-sales assistance.
- Resolved client issues efficiently (e.g., missing packages, delays, and preparation errors), ensuring satisfaction at every touchpoint.
- Maintained a premium customer experience aligned with Apnée’s brand standards.
- Actively moderated social media channels, responding to comments and reviews to enhance brand engagement.

Cross-Functional Projects
- Prepared Click & Collect orders and provided a welcoming showroom experience for clients.
- Newsletter proofreading and content uploading on the blog (via Bloggle).

Achievements:
- Enhanced customer satisfaction and loyalty through proactive support and personalized service.
- Streamlined logistics communications, reducing shipment errors and improving operational efficiency.
- Strengthened B2B partnerships through systematic follow-up and prospecting efforts.
b2b key account management Service client Shopify Gorgias
Unbottled
Customer Success Manager
July 2023 - June 2024 (11 months)
Paris, France
As a Customer Care Manager my responsibilities included:
• - Tracking orders, returns, reshipments and refunds (Shopify & Bigblue)
• - Customer service management and customer engagement (Gorgias)
• - Analysis of service performance and recommendations for improvement
• - Customer experience optimization
• - Reporting on customer feedbacks to the service
• - Community Management
• - Moderation of product reviews on the website (Judge.me)
• - Preparation of training materials
Shopify Gorgias Gorgias SAV
D-LAB Nutricosmetics
Key Account Manager & Business Developer
January 2021 - May 2023 (2 years and 4 months)
Paris, France
In the Paris office and remotely from Toronto:
• - Management of the company's long-term relationships with a portfolio of French and foreign B2B clients (Mainly Eastern European countries as well as Asian and African countries / Channels: Spas, Beauty salons, Beauty stores)
• - Conversion of prospects & sales meetings
• - Brand and product trainings to B2B clients (both french and international)
• - Organization of animation in stores and management of a team of 3 sales representatives
• - Implementation of promotional plans
• - Mailing of B2B newsletters

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Master en Négociation et Management des ventes
IESEG (La Défense)
2021
I graduated from IESEG (La Défense) in 2021 with a Master’s degree in Negotiation and Sales Management. My final thesis explored the influence of implementing a CSR strategy on negotiation outcomes with clients and its impact on increasing B2B and B2C sales revenue. Toeic : 945/990

Marketing Consultant

Alexandrine M.

ADV / KAM / CSM / ADV

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