Mathilde Bernard

Mathilde Bernard Email and Phone Number

Experte en satisfaction client | Diplômée en Informatique @
Mathilde Bernard's Location
Paris, Île-de-France, France, France
Mathilde Bernard's Contact Details

Mathilde Bernard work email

Mathilde Bernard personal email

n/a
About Mathilde Bernard

Mathilde Bernard is a Experte en satisfaction client | Diplômée en Informatique at Freelance. She possess expertise in e commerce, sql, relations clients, html, javascript and 12 more skills. She is proficient in Anglais and italien. Colleagues describe her as "I've been working with Mathilde for the past year and I can tell how much she was dedicated and focused on her work. As I was part of the product team and her at the forefront of customers, we were working closely trying to figure out what were the biggest issues for our customers and how we would solve them. Mathilde has also strong technical skills which facilitates work on a daily basis. All tickets were almost ready to dev thanks to her work, which is quite valuable and time saving for us, product team. " and "I have been working with Mathilde @Everoad and @LALALAB. Mathilde is the kind of people which does things. She is not only doing its job pretty well, she is always challenging herself and people around her. Being in front of clients makes her the person to listen while it is linked with issues the customers are really facing and are painful for them. Hers tech background makes her also independent regarding some SQL queries and basic tech stuff such as checking a configuration though an API or inside an s3 bucket for instance. She is very dedicated to the product and always want to improve the process or the automation of redondant and no value added tasks. It is always a please to work with this very professional person. So, yes, I can only recommend Mathilde as a coworker. "

Mathilde Bernard's Current Company Details
Freelance

Freelance

Experte en satisfaction client | Diplômée en Informatique
Mathilde Bernard Work Experience Details
  • Freelance
    Conseil En Satisfaction Client
    Freelance Jul 2023 - Present
    France
    https://www.malt.fr/profile/mathildebernard2
  • Interstis
    Qa Manager
    Interstis Oct 2022 - Jul 2023
    Ville De Paris, Île-De-France, France
    Tests des user stories (tests fonctionnels, de composants, d'assemblages, de systèmes,bout-en-bout, etc.)Responsable de la validation et des lancements de nos versions de notre produit (web+ mobile) sur nos différents environnements (local, pré-prod, prod)Mise en place de tests automatisés avec l'équipe développeurs (JavaScript sur l'outilCypress) et tenue des statistiques de couverture de notre plateforme par nos testsMise en place de processus et documentations de tests (cas d'utilisations, limites,scenarii de tests, jeux de données, etc.)Aide à la rédaction des user stories sur JIRA (vérification de la bonne utilisation degherkin, vérification des chaînes de textes, de la complétude des informations du ticketJIRA, etc.)Participation aux cérémonies SCRUM Agile (sprint planning, rétrospective, sprint review,daily, etc.)
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  • Interstis
    Directrice Expérience Clients
    Interstis Jan 2021 - Oct 2022
    Ville De Paris, Île-De-France, France
    Management de l'équipe Account Managers et Support (recrutement, suivi RH)Onboarding des clients et suivi des comptes (Hubspot, Zendesk)Formations en présentiel ou distanciel des clientsResponsable backlog support technique (priorisation pour les sprint à venir,communication sur les releases)Mise en place et suivi des KPIs CSM (temps de réponse, NPS via MailChimp, taux dechurn, taux de tickets, temps de traitement)
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  • Lalalab
    Head Of Customer Support
    Lalalab Jun 2019 - Oct 2020
    Paris 10, Île-De-France, France
    • Leading a worldwide team of 24 agents• Defining and achieving targets• Creation of reports with the main KPIs to follow• Working closely with the product and the dev team in order to improve our product (Tools: Asana, MySQL, VS Code, AWS)• Settings and improvements of the Support tools (Zendesk, Workplace, back-office, Gsuite documents)
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  • Everoad
    Growth Manager
    Everoad Feb 2019 - May 2019
    Région De Paris, France
    View
  • Everoad
    Head Of Customer Success
    Everoad Nov 2017 - Feb 2019
    Région De Paris, France
    • Manager of the Customer Success Team.• Help to define the KPIs and objectives, realize their monitoring.• Formalizing and updating Customer Success processes and procedures, providing training of members of the Customer Success Team.• Creating and updating processes and procedures between operationnal teams.• Contributing in the development of products.
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  • Twenga
    Support & Operations Team Lead
    Twenga Feb 2016 - Oct 2017
    Région De Paris, France
    • Main referent regarding the Twenga Smart Tracker: technical expertise, liaison and training of our offshore team, development of the processes and documentation (queries in database, javascipt configurations ...)• Team Lead of the Support Team (10 people based in Paris)• Managing internal projects aimed at optimizing our proposed services (with the product Team) and contributing in the development of B2B processes • Help to define the KPIs and quarterly objectives, realize their monitoring.• Working on SEM issues (Shoppind and Adwords) with commercial and technical teams. • Drafting of new specifications proposed by the Support team• Formalizing and updating Support processes and procedures, providing training of members of the Support team• Managing level two requests (advanced topics) and required analysis on Support, Tracking and SEM issues.
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  • Twenga
    Technical Account Manager Senior
    Twenga Jul 2015 - Feb 2016
    Région De Paris, France
    • Managing customer support requests and required analysis (in function with tickets received)• Contributing in the development of products and B2B processes• Managing internal projects aimed at optimizing our proposed services• Providing training of members of the support team• Drafting of new specifications proposed by the support team• Formalizing and updating support processes and procedures• Managing level two requests (advanced topics)• Main referent regarding the Twenga Smart Tracker: technical expertise, Smart Leads configuration, liaison with our offshore team, development of the processes and documentation
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  • Twenga
    Technical Account Manager
    Twenga Oct 2013 - Jul 2015
    Région De Paris, France
    • Provide customer support (tickets, phone)• Verify and validate merchant registrations• CSV/XML catalog feed Audit (XSL scripst)• Tracking setting (regexp-javascript/html) and validation on e-commerce websites • Setup new monitorings on the support team activities (SQL queries, data analysis and report layout)• Account management for small and medium merchants (analyze and improve accounts performance, merchants follow up, etc.)
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  • Beezup
    Client Support B2B - Internship
    Beezup Oct 2012 - Mar 2013
    Région De Paris, France
    • Provide customer support (tickets, phone)• Verify and validate merchant registrations• CSV/XML catalog feed Audit• Tracking validations for e-commerce websites• Analysis and monitorings of merchants accounts• Setup of tracked URL for Google Analytics campaign• SQL queries for data manipulation on merchants feeds
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Mathilde Bernard Skills

E Commerce Sql Relations Clients Html Javascript Management Css Uml Sem Google Analytics Java Php C++ Xcode Merise Microsoft Office Gestion De La Relation Client

Mathilde Bernard Education Details

  • Iut Paris Descartes
    Iut Paris Descartes
    Informatique
  • Université Paris 2 Pantheon Assas
    Université Paris 2 Pantheon Assas
    Economie Et Gestion
  • Lycée Claude Bernard
    Lycée Claude Bernard
    Option Svt - Spécialité Mathématiques

Frequently Asked Questions about Mathilde Bernard

What company does Mathilde Bernard work for?

Mathilde Bernard works for Freelance

What is Mathilde Bernard's role at the current company?

Mathilde Bernard's current role is Experte en satisfaction client | Diplômée en Informatique.

What is Mathilde Bernard's email address?

Mathilde Bernard's email address is ma****@****stis.fr

What schools did Mathilde Bernard attend?

Mathilde Bernard attended Iut Paris Descartes, Université Paris 2 Pantheon Assas, Lycée Claude Bernard.

What skills is Mathilde Bernard known for?

Mathilde Bernard has skills like E Commerce, Sql, Relations Clients, Html, Javascript, Management, Css, Uml, Sem, Google Analytics, Java, Php.

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