Freelancer profile translated to English.
Back to original languageAbout Caroline
Former Head of Ops and Customer Care, I help startups structure their operations and improve their customer experience to scale effectively.
I act as a part-time COO / Ops Lead to structure, optimize, and elevate the performance of ops and customer experience/client teams.
Types of missions I can help with:
- Structuring customer support
- Implementing processes + tools (no-code, AI)
- Improving performance (FRT, productivity, etc.)
- Managing a team temporarily
- Launching a new activity / vertical
At La Fourche, I reduced response time by 63% in the first year, saved 20% of the budget planned for 2023-2025, and boosted productivity by over 40%. In the executive committee of my last two companies, I led large-scale projects, for example by integrating no-code into the company's habits, implementing a BPO (outsourcing partner), and completely restructuring the management of customer service (Team, CRM, Dataset, and dashboard).
French
Native or bilingual
English
Fluent
Can work on-site
Paris (up to 50km)
Experience
- La FourcheHead of Customer CareE-COMMERCEApril 2023 - Today (3 years and 2 months)Paris, France• - Ensure smooth BPO transitioning• - Hire and train a team of 20 people• - Improve customer experience (FRT reduced by 63%)• - Build processes using no-code and/or help of Product & Tech (saved ~15% of 2023 annual budget)• - Increase productivity (+41 % productivity in 2023)• - Explore and implement AI within our process• - Comex member
- JokoHead of Customer CareJanuary 2020 - December 2022 (2 years and 11 months)Paris Metropolitan Area, France• - Hire and train 15 Care agents over 3 years• - Lead a team of 3 senior Customer Care Experts• - Build rock-solid processes to ensure great customer experience (FRT = 3 bus. hours ; 15 tickets handled per hour per agent)• - Build our internal and external documentation• - Manage Care operationsAdditional info:• - Lead Care community on slack (+400 members)• - Build Joko's side business (private sales): creation of products, communication plan and content, Customer Service, invoicing, documentation and processes to scale
- @WILCO BtoCStartup Accelerator ManagerJuly 2019 - December 2019 (5 months)Paris Metropolitan Area, FranceMain missions :• - Enroll new entrepreneurs as mentors (+18 in 6 months)• - Help 12 startups to obtain a financing agreement (965k€ loaned)• - Hire and manage 2 amazing colleagues• - Build a new acceleration program for startups (Wilco Boost)
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Education
- Master Degree in Business DevelopmentNovancia Business School Paris2016Master Degree in Business Development
- Bachelor of CommerceNovancia Business School2014Bachelor of Commerce