S.Louise Jourdain

I am currently starting my freelance activity as a Customer Service Consultant, supporting businesses that serve international customers and value professionalism, empathy, and efficiency. 📩 Open to freelance and contract opportunities.

With over three years supporting the French market at SketchUp, I delivered fast, accurate, and empathetic technical assistance to thousands of users across multiple channels. I specialized in troubleshooting, subscription management, and account support while maintaining meticulous documentation and ensuring seamless customer experiences in a high-volume, bilingual environment. ♦ Delivered timely technical support across phone, email, and queue systems. ♦ Resolved T1 issues with precision, clarity, and strong customer orientation. ♦ Managed bilingual queues consistently to reduce backlogs and delays. ♦ Documented detailed case notes ensuring accuracy and future traceability. ♦ Supported billing, refunds, subscriptions, and entitlement authorizations effectively. ♦ Provided high-quality French translations for product and support content.

As Team Leader for the French market, I managed daily operations, guided a multilingual team, and implemented recruitment and training strategies that strengthened performance. I balanced leadership, customer support, and cross-department collaboration to optimise service quality, elevate communication standards, and ensure operational alignment across sales, logistics, and marketing teams. ♦ Led French market operations ensuring performance, consistency, and efficiency. ♦ Delivered Level 2 support using Intercom for complex issue resolution. ♦ Recruited, trained, and developed a high-performing multilingual sales team. ♦ Collaborated with marketing and sales to maximise market impact. ♦ Managed relationships with logistics partners to streamline workflows. ♦ Provided expert French translation and proofreading across departments.

At N26 and Unu, I provided bilingual customer support across digital channels, resolving issues linked to banking, product, and post-purchase needs. I handled multichannel communication through Salesforce while maintaining strong documentation, improving service efficiency, and ensuring a smooth, reassuring experience for every customer interaction. ♦ Delivered bilingual customer support via phone, chat, and email. ♦ Resolved customer complaints professionally to maximise satisfaction rates. ♦ Troubleshot issues efficiently to support banking and product functions. ♦ Maintained structured documentation in Salesforce for clear case history. ♦ Coordinated with internal teams to optimise service delivery processes. ♦ Provided accurate French translations improving communication consistency.

Across luxury and beauty brands, I delivered premium service to VIP, B2B, and B2C clients while leading operations, sales, recruitment, and product presentation strategies. I cultivated high-performing teams, enhanced store performance, and maintained exceptional standards through customer engagement, coaching, and innovative visual merchandising. ♦ Delivered premium client service across luxury retail environments consistently. ♦ Led recruitment, training, and development for sales and beauty professionals. ♦ Managed daily operations ensuring smooth workflows and outstanding service. ♦ Maintained accurate inventory levels to support sales performance goals. ♦ Introduced creative merchandising strategies increasing product visibility and sales. ♦ Negotiated salaries and closed hiring decisions with strong interpersonal influence.