Freelancer profile translated to English.
Back to original languageAbout Bertille
User experience-orientedI participate in the improvement of your digital services by carrying the voice of your users:
- Build an effective and accessible user support funnel: messaging, knowledge base (help center)
- Organize workshops for users to facilitate onboarding
- Aggregate user feedback to product teams
- Team management
French
Native or bilingual
English
Fluent
Can work on-site
Lyon (up to 10km)
Experience
- Beta.GouvHead of User Assistance for a suite of digital productsPUBLIC SECTORJanuary 2026 - Today (5 months)Lyon, France- Coordination and management of a team of 2 user support officers (13 digital products / + 10,000 users)- Monitoring and coordination of the writing of assistance content (help center, tutorials)- Support for users in their onboarding and use (expert) of digital productsDigital products: business software for local authorities, associations.
- Beta Gouv - DINUMUser Assistance Officer (Customer Success)PUBLIC SECTOROctober 2024 - January 2026 (1 year and 3 months)Lyon, FranceSupport users of business software:
- Lead onboarding training and advanced workshops (Video conference)
- Improve user assistance: respond to incoming requests, collect and structure user feedback
- Create user content (knowledge base, emails, tutorials, onboarding)
User retention strategy:- construction of email flows and dedicated campaigns
- Beta Gouv - DINUMOperations CoordinatorPUBLIC SECTORAugust 2022 - January 2024 (1 year and 4 months)Lyon, France
- Coordination of operational hubs and implementation of user journeys on platforms: action planning
- Project documentation
- Crisis management
Anticipate, pace, and coordinate operational hubs dedicated to the delivery of our digital services for the implementation of a public policy.
Recommendations
GD
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Education
- Event Project ManagerIAE Chambery2018
- Entrepreneurship and Management for a Positive Economy (Social and Solidarity Economy)Coventry University2016Gestion de projets, communication, entrepreneuriat, marketing
Certifications
- Mental Health First AiderPSSM2023
- Citizen MobilizationMakesense2021