Freelancer profile translated to English.

Description

I help companies transform, turn around, and lead their operations in complex environments: service platforms, contact centers, customer relations, BPO, back-office, and multi-site organizations. As a specialist in turnaround, operational performance, offshoring, and change management, I intervene quickly to secure delivery, improve customer experience, and restore profitability.

Industry field of expertise

Languages

French
Native or bilingual
English
Fluent

Workplace preferences

Can work on-site

Lyon (up to 50km)

FUTURMAP
Chief Operating Officer
CIVIL ENGINEERING
January 2023 - December 2023 (11 months)
Lyon, France
– Co-construction and steering of the 2023–2026 strategic plan; implementation of EXCO/Board governance
– Complete re-engineering of production operations (500 FTE) to ensure quality, deadlines, and margins
– Management of a critical Autodesk dispute (risk > €2M) — neutralized by an extraordinary transactional approach
– Launch of an R&D department (AI & Automation) and structuring of the CSR approach
– Direct support to shareholders: reporting, alignment of delivery/commercial commitments, divestment preparation
P&L Management and Cost Optimization Governance Business Strategy Supplier Negotiations Process Optimization
GROUPE POLYEXPERT
Subsidiary & Operations Director
BANKING AND INSURANCE
January 2016 - January 2022 (6 years)
Lyon, France
B2B Claims Expertise
– Took office under psychosocial risk alerts — de-escalated conflicts, re-established legal compliance (Labor Inspectorate)
– Spectacular recovery of customer satisfaction: NPS -10 → +40 in 18 months
• · Processing times -30%
– Managed hypergrowth: Revenue x3 in 6 years through opening 3 sites and hiring 200 employees
– Industrialized operations: KPI-driven organization (flow, deadlines, quality, NPS, margin)
– Led 17 insurance company relationships and managed key account steering committees
Performance Recovery / Turnaround Sense of Organization Leadership Operations Management Change Management
ALAIN ROURE — Joaillerie de luxe
Chief Executive Officer —
LUXURY GOODS
January 2009 - January 2015 (6 years)
Lyon, France
– Took over the company from its founder — creation of the brand, repositioning of the offering
– International development: opened operations in Russia, China, Travel Retail
• · Printemps, Tsinghua contracts
– Crisis management: cash management, financial restructuring, bank negotiations during a downturn
General Management International Development Crisis Management Financial Restructuring Brand Development