RACHEL DESBOIS
Porto
Summary
Customer Support Manager with over 5 years of international and remote experience in business consulting, advertising and technology, focusing on customer satisfaction, process improvement, support operations, and cross-functional collaboration using modern support tools and methodologies. Familiar with start-up, different cultural settings and fast-paced environments, proven reliability in contributing to the company’s growth during organizational changes while keeping a customer-first approach. Deep passion for sustainability, diversity & inclusion, and continuous learning. Open to new challenges, driven by empathy, curiosity and achieving outstanding results in complex, multicultural environments.
Overview
8
8
years of professional experience
1
1
Certification
Work History
Junior Project Manager and People Operations Associate
Pluribus Global, Diversity and Inclusion consultancy
05.2021 - 11.2024
- Led customer support operations for global Diversity & Inclusion workshops with Fortune 500 clients; managed a team of 6 moderators, achieving 90%+ participant satisfaction by analyzing feedback reports, and 99% technical error-free delivery
- Built and implemented QA processes and KPIs to improve performance by 10% and ensure consistency across 1000+ virtual events; onboarded clients and consultants on conferencing tools and workflows
- Planned and executed high-impact seminars and client meetings across Europe; maintained 90–100% client retention through strong stakeholder communication and risk management
- Hired and trained new team members; developed LMS modules (Articulate 360) and internal knowledge base to streamline onboarding and increase operational efficiency
- Oversaw task and workflow management using Monday.com, and administered internal IT platforms (WordPress, Plesk), achieving an 80% spam reduction through security updates
- Delivered strategic insights through market research (benchmark on 40+ clients), KPI reporting, and quarterly network meetings; launched a digital marketing strategy with a newsletter for 7000+ subscribers on Brevo and high engagement, contributing to new client acquisition
Senior Process Executive, B2B Customer Support (Meta Ads and Microsoft Education)
Cognizant, IT company
04.2019 - 02.2021
- Delivered B2B, B2C, and e-commerce customer support for Meta advertisers via ticketing system Zendesk (email/chat), resolving technical and billing issues under strict SLAs and achieving 95% personal CSAT
- Acted as POC for high-priority escalations, reducing resolution time by 20%, updated knowledge base
- Drove GDPR compliance audit for Microsoft, enabling a smooth project transition within 2 months; conducted process audits, root cause analysis, and regular reporting to stakeholders (Meta CSMs, engineers, marketing departments)
- Increased reporting productivity by 50% through automation, and process optimization, used ServiceNow (SNOW) and OneVet for IT task management and reporting
- Coordinated global support teams across 4 continents, managing workload distribution, resource planning, and mentoring team members
- Collaborated cross-functionally daily with engineering, UX, and product teams on 20+ escalations per week to provide end-to-end resolutions for complex issues and contribute to product/service improvements
Project Management intern
Concertare GmbH, customer experience and CRM company
05.2017 - 11.2017
- Supervised multi-country operations to assess customer experience and sales performance in 34 countries for premium German automotive brands, directed 40+ field employees and coordinated external agencies to ensure on-time and cost-effective project delivery
- Led e-sourcing and recruitment of field employees through digital marketing strategies (display, email, social media) for project staffing across Europe, increasing the size of the company’s international network by 40%
- Ensured 100% data accuracy by executing weekly quality control and managing operational workflows on the Aiveas platform, including database management and reporting
Education
Master 2 - Intercultural Management and Communication and Translation
Institute Of Intercultural Communication and Management (ISIT)
01.2017
ERASMUS Semester - undefined
University of Leipzig
01.2013
Double Bachelor I - International Law and translation
University of Paris South XI and ISIT Paris
01.2012
Skills
- Customer Support (Zendesk) and Relationship Building, Problem-Solving Mindset
- Project Management (Mondaycom, Scrum, Agile, Waterfall)
- Remote Team Leadership (6 collaborators, worldwide)
- Learning and Development, Training and Onboarding (LMS, workshop moderation)
- Operations, Reporting and Data Analysis (Excel, Pivot table, Google Sheets)
- Communication (with clients, stakeholders and cross-functional teams) and Active listening
Certification
- Google Project Management: Professional Certificate from Google, 2025-04
- SCRUM PSPO I (Professional Scrum Product Owner) from Scrum.org, 2023-03
- Compassionate Leadership from The Center for Compassionate Leadership, 2024-12
LANGUAGES
French
Bilingual or Proficient (C2)
English
Bilingual or Proficient (C2)
German
Intermediate (B1)
Portuguese
Intermediate (B1)
Hobbies and Interests
Music production (Ableton, Distrokid), Basketball (PG), Video Games, Traveling (originally from France and lived 3 years in Portugal, 1 year in Brazil, 1 year in South Africa, 2 years in Germany, 2 years in Ireland)
Timeline
Junior Project Manager and People Operations Associate
Pluribus Global, Diversity and Inclusion consultancy
05.2021 - 11.2024
Senior Process Executive, B2B Customer Support (Meta Ads and Microsoft Education)
Cognizant, IT company
04.2019 - 02.2021
Project Management intern
Concertare GmbH, customer experience and CRM company
05.2017 - 11.2017
ERASMUS Semester - undefined
University of Leipzig
Double Bachelor I - International Law and translation
University of Paris South XI and ISIT Paris
Master 2 - Intercultural Management and Communication and Translation
Institute Of Intercultural Communication and Management (ISIT)
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