Freelancer profile translated to English.
Back to original languageAbout Benjamin
My specialty is having learned most of the jobs I've held "on the job", directly within companies and through internal training.
In my career, I have been involved in:
- Defining and scoping functional requirements, particularly through business workshops
- Writing user stories, prioritizing and managing the backlog, conducting functional, regression, and non-regression tests
- Writing documentation and operating procedures for customer service or sales teams
- Preparing and presenting external audits
- Modeling and managing business processes
What I prioritize is getting teams to work together. I am very sociable and communicate easily. My technical background and the diversity of departments I've worked in facilitate my understanding of the needs and challenges of each department.
What I can bring you in addition to all that I have indicated previously is to be a facilitator to better coordinate the work of the teams.
There will probably be tools and technologies that I don't master, but I am a curious person, I will learn anything I don't already know.
French
Native or bilingual
Can work on-site
Lyon (up to 10km)
Experience
- Edenred SEBusiness Process OwnerBANKING AND INSURANCEAugust 2021 - May 2025 (3 years and 9 months)Malakoff, FranceAchievements:- Preparation and launch of the simple order customer onboarding service- Compliance of complex order processes for project managers in Salesforce- Redesign of documentation for customer onboarding, simple and complex ordersMethodology:- Needs study and scoping- Project management: business workshops, requirements gathering with IT, user story writing, backlog management, development monitoring, functional, regression, and non-regression testing- Creation of processes, implementation of performance indicators (KPIs) to monitor process efficiency- Writing operating procedures- Preparation of training materials and training of advisors or project managersIn addition:- Coordination with IT and sales teams during evolution projects to optimize internal processes- Preparation and participation in external audits to ensure process compliance
- OrangeCustomer Experience Project ManagerTELECOMMUNICATIONSJanuary 2016 - January 2020 (4 years)Paris, FranceAchievements:- Launch of the malfunction reporting platform for the Orange and Sosh customer area- Launch of the online store from the Orange and Sosh customer areaMethodology:- Needs study and scoping- Project management: business workshops, requirements gathering with IT, development monitoring, functional, regression, and non-regression testing- Writing operating procedures for chat customer advisors- Production of analyses on the customer area, its malfunctions, and proposals for improvements- Writing documentation for chat customer advisors- Development of customer journeys
- OrangeDigital CoachTELECOMMUNICATIONSJanuary 2015 - January 2016 (1 year)Lyon, FranceSupport for salespeople in developing the value of their client portfolioTraining of customer advisorsTechnological watch
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Education
- Bachelor's degree in Economics and Management SciencesUniversité Montesquieu Bordeaux IV2001Licence Sciences économiques et de gestion
- Higher Technician Certificate in IT SupportAFIB2007BTS Technicien supérieur en support informatique