About Salena
Hey! I'm Salena, a freelance specialist in Customer Experience and Social Media, based in Barcelona/Paris. With 3 years of expertise in customer service, having worked with brands such as Balzac Paris and Smallable, I decided to venture out on my own. My goal is to elevate the customer experience by crafting personalized approaches that drive engagement and anticipate customer needs. I also collaborate with brands to manage their social networks, create engaging content, and develop bespoke strategies. Available a few days a week, I am happy to discuss how I can contribute to your projects!
Here is my portfolio: salenahf-communitymanager.my.canva.site
French
Native or bilingual
Spanish
Native or bilingual
English
Fluent
Remote only
Primarily works remotely
Experience
- Hofleur_Social Media Manager - Art DirectorARTS AND CRAFTSJune 2023 - Today (3 years)Barcelone, SpainContent & Art DirectorFloral styling & set designContent production & editing (photography, filmmaking)Customer ExperienceEvents
- Balzac ParisCustomer Experience ManagerFASHION AND COSMETICSJune 2021 - November 2022 (1 year and 6 months)Paris, FranceCustomer Relations: Managed customer service & experience across Instagram, Facebook, WhatsApp, Google, Trustpilot, email/tickets and phone. Evolving Responsibilities: Started as Head of the Community Team.Projects Involvement: Contributed to company-wide initiatives, including pop-up store organization, marketing meetings, brainstorming sessions, KPI analysis, and process improvements (supply chain and marketing).
- SmallableCustomer Satisfaction Monitoring & Brand Coordinator (B2B)FASHION AND COSMETICSNovember 2023 - March 2024 (4 months)Paris, FranceProactive Supply Chain Management: Ensured seamless coordination between brands and warehouses by authorizing deliveries, maintaining ongoing communication with brands and carriers (via email and phone), and anticipating potential supply chain disruptions.Issue Resolution: Monitored supply flows, swiftly identified and resolved delivery anomalies, and addressed coding or purchase file discrepancies to minimize delays and maintain smooth operations.Customer-Centric Approach: Focused on aligning logistics processes with customer satisfaction by ensuring accurate product quantities, timely deliveries, and consistent follow-ups with stakeholders.
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Education
- Master 2 Entrepreneurship and Innovative Project ManagementUniversité Paris-Saclay2021
- Master in Economics and International Tourism DevelopmentUniversité Paris I Panthéon2019