Freelancer profile translated to English.
Back to original languageAbout Alexia
Operations & Customer Experience Consultant
After several experiences in startups and scale-ups, I support companies in structuring their operations, optimizing their processes, and improving customer experience.
I have held key roles as Head of Operations and Director of Operations and Development, where I built organizations from scratch, managed performance, supervised support/ops teams, implemented efficient workflows, and sustainably improved customer satisfaction.
My approach is very hands-on, pragmatic, and solution-oriented: understand, simplify, optimize – always with a business vision and impact-oriented.
📌 My expertise
• Structuring & optimizing operations
• Implementing processes / automations
• Managing & improving customer experience
• Operational management and team coordination
• KPI, performance, and quality management
• Operational transition / scaling in growth environments
I work with companies that need to reach a new operational level, gain efficiency, or better structure their daily organization.
French
Native or bilingual
English
Native or bilingual
Can work on-site
Marseille (up to 50km)
Experience
- Studio VoltaCo-FounderSPORTSNovember 2024 - August 2025 (9 months)Marseille, FranceFirst steps in launching a 370m2 Hybrid Sports Studio in Marseille 7th: Market research, Business Plan, Financial forecasts, Location search, Lease signing, Financing and guarantees, Brand and venue design.
- JoolHead of OperationsAUTOMOBILEJune 2024 - March 2025 (9 months)Paris, France• - First employee of the company > built all operations & customer service from scratch• - Operational performance management >> Occupancy rate: x4/month; NPS at 57 (vs industry average at -7); zero incidents; fleet availability: 90%;• - Creation and iteration of all operational workflows to achieve financial goals and a premium customer experience• - Close collaboration with the tech team to improve in-app UX• - Internal management (2 people) and training and coordination of external service providers
- BLASTDevelopment DirectorSPORTSNovember 2022 - January 2023 (2 months)Paris, France• - Commercial development of the 1st location to achieve profitability >> Restructuring of the core offering (increasing operational capacity and reducing payroll) enabling profitability (106% of Break-Even Point)• - Launch and ramp-up of the 2nd location: identify and implement short and long-term growth levers• - Management and restructuring of operational teams (7 people)• - Event and marketing management (sports competitions, partnerships, influencers)• - Creation and launch of a new B2B offering >> €11k incremental revenue in the first 2 months of launch
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Education
- CQP ALS AGEE (Sports Coach Diploma)IMF2023CQP ALS AGEE (diplôme Coach Sportif)
- Master 2 Marketing and Commercial StrategyEM2015Master 2 Marketing and stratégie commerciale