Freelancer profile translated to English.

Description

Expert Consultant in Customer Experience, I help you improve customer satisfaction and retention by optimizing your journeys, processes, solutions, and team performance.

I support you in your organizational and cultural transformation projects, embodying change alongside you: structuring the organization, performance management, team engagement, and deployment of solutions integrating digital and AI.

🎯 Your benefits; my objectives:

- Improvement of customer satisfaction and retention

- Optimization of the efficiency of CX / Client Relations / Customer Service / Care & Success teams

- Development of team skills, engagement, and autonomy

- A team culture that drives performance and initiative

🔎 My approach:

- Understand your challenges and your teams' needs

- Analyze your customer journeys and identify pain points

- Audit your tools, solutions, and processes to identify areas for improvement

- Co-create and deploy action plans

- Train and support your teams through change

- Manage performance with clear KPIs

🙋🏻‍♂️ What sets me apart?

- Experience and practical application of AI (Artificial Intelligence)

- Over 11 years of "business" experience

- Analytical and empathetic approach

- Training skills

- Change Management experience

🤝 Some references and results:

Bouygues Telecom:95% of BOX requests handled fully digitally in 5 months

Cheerz:+4 pts NPS, -30% incoming volume of requests, +20 pts AI resolution, +15 pts CSAT AI

Cegid:Customer Service transformation - 300 people - structuring of rituals and management practices within deadlines, team engagement

ConcentrixCatalyst France: organizational transformation

Driven by positive energy, I build trusting relationships to achieve concrete and measurable results.

Industry field of expertise

Languages

French
Native or bilingual
English
Fluent

Workplace preferences

Can work on-site

Paris (up to 50km), Bordeaux (up to 40km), Toulouse (up to 50km), Nantes (up to 100km), Lyon (up to 40km)

Cegid
Consultant Transformation & Change Management - Customer Service
SOFTWARE PUBLISHING
September 2025 - Today (9 months)
Boulogne-Billancourt, France
Supporting the transformation of Cegid's Customer Service organization, a leader in business software:
Leading change management workshops (understanding challenges, analyzing impacts, identifying levers, and co-constructing the Change Plan)
Structuring managerial rituals and harmonizing practices between French and Moroccan teams
Co-creating the strategic vision and breaking it down into priority projects (Leadership & Culture, Operational Transformation, Service Continuity, Performance Management)
Standardizing support request processing procedures (Training, Processes, Data, and Tools)
Mapping critical KPIs for operational and strategic management
Recommendations on Customer Relationship solutions - VoC, Quality Monitoring
Analysis and segmentation of the backlog, and construction of a remediation action plan
Change Management Customer Service SAAS Performance Management Customer Experience
CATHY BELLOT Consulting
Consulting: CX CS - CUSTOMER CARE - SUCCESS | CHANGE MANAGEMENT | DIGITAL TRANSFORMATION | AI
CONSULTING AND AUDITS
March 2023 - Today (3 years and 3 months)
Paris, France
Supporting customer experience, client relations, and customer service teams in digitalization, AI integration, and continuous improvement of their services.

• CEGID - Support in implementing a transformation plan for Customer Relations Operations - Sep 2025 - Mar 2026
• CONCENTRIX CATALYST FRANCE (formerly Webhelp) - Consulting in organizational transformation and change management
• CHEERZ (Cewe Group) - Head of Customer Experience - Apr 2024 - Jan 2025
• BOUYGUES TELECOM - Senior Consultant - Improvement of Customer Support Experience - Nov 2023 - Apr 2024
• ALCHIMIE - Optimization of Zendesk Support & Help Center - in 2023 and 2024
• ROCKET SCHOOL - Co-facilitation of the "Customer Success Manager" training for SEIF - Aug 2023
• GENERATION - Co-facilitation of the "Customer Care" training for SEIF - June and October 2023

✨Experience & Client Relations
• Strategy and management of omnichannel customer and client service relations
• Improvement of customer experience, satisfaction, and retention
• Digitalization of customer experience and relations

✨Digital Projects & AI (Artificial Intelligence) Management
• Change support and adoption of new tools
• Management of digital and AI projects including chatbots, semantic analysis, automation, CRM, customer experience
• Performance management of teams and processes
• Knowledge and understanding of CRM technologies, analytical tools, digital solutions, and AI

✨Management and Leadership
• Change Management
• Hierarchical and transversal team management
• Transition Management
• Representation in professional associations and groups
• Certified trainer registered with the Public Service
Change Support Customer Care Digital Transformation Customer Service Customer Satisfaction
Cheerz
Head of Customer Experience
E-COMMERCE
April 2024 - January 2025 (9 months)
Paris, France
Management and strategic oversight of Cheerz's (Cewe group) "Happiness Team":

• Management of digital projects (including chatbot, Zendesk, and AI solutions)
• Continuous improvement of Omnichannel Customer Experience and CRM journeys
• Optimization of Customer Satisfaction and associated KPIs (including NPS, Trustpilot, iOS, Android, CSAT)
• Management of external CRC partners responsible for customer service
• Leadership of the Customer Experience team in preparation for and during the crucial Christmas season
Customer Experience Zendesk Team Management Digital Project Management Dust