Freelancer profile translated to English.

Description

Caty in a nutshell

With 20 years of experience in customer relations, I support companies throughout the CRM cycle, from functional scoping to field adoption.

Certified Microsoft (NDA/MSLE) and Salesforce Ranger, I have worked on both the integrator and end-client sides, with a lively and accessible teaching style and a user- and adoption-oriented approach.

🎯 My areas of intervention

. Functional scoping

. Dynamics CRM Training

. Business workshops

. Adoption support.

I help teams understand, master, and love their CRM through lively, clear, and user-focused training.

20+ years of experience in CRM projects, change management, and group facilitation.

I prefer human-centered, dynamic, non-sedentary assignments: training, workshops, conferences, user coaching.

Skills

. Dynamics 365 Training (Sales, Customer Service, Power Platform

. Business analysis, scoping, and requirements definition

. Writing functional specifications and user stories

. Copilot and AI Agents

. Commercial & Customer Service KPIs and dashboards

. Dynamics license optimization

✨ Why my clients choose me

A strategic and operational vision: ensuring CRM adoption.

🚀 My services

. Training and skill development for Sales and Customer Service teams

. Digitalization and optimization of customer relations

. CRM adoption and change management.

. On-site or remote intervention, France, Switzerland, or Luxembourg.

✨What my clients value

Dual BA and Trainer expertise
Available for hybrid or on-site work
My ease in facilitating in-person or remote sessions
Concrete results in terms of adoption and user satisfaction

Contact me to discuss!

Industry field of expertise

Languages

French
Native or bilingual
English
Fluent

Workplace preferences

Can work on-site

Paris (up to 50km), Bordeaux (up to 30km)

CSI-CRM
Dynamics 365 CRM Training Consultant
BANKING AND INSURANCE
January 2025 - Today (1 year and 7 months)
Consulting and training on Dynamics CE offerings
Dynamics Sales
Dynamics Customer Service

Examples of projects completed

Complete overhaul of Customer Service for a bank
Implementation of Dynamics Customer Service for a financial player (case management, SLA, automation)
Optimization of customer request management process (-30% processing time)

My methodology
- Requirements gathering: Workshops
- Feature prioritization: User stories, backlog
- Project management in coordination with business teams and developers
- Change management
- User and Key User training
Microsoft Dynamics 365 Task Automation Change Management Process Management Microsoft Power Platform
CRAYON
Dynamics Customer Engagement Expert
CONSULTING AND AUDITS
May 2020 - December 2024 (4 years and 7 months)
Sèvres, France
Creation and development of Dynamics 365 and Power Platform sales through a network of VARs and GSIs (Orange, Masao, HSO,...)
CRM Requirements Gathering
CRM/ERP Technical-Functional Workshops for clients and prospects
ERP/CRM Business Activation
CRM Training for sales teams and prospects
Identification, recruitment, onboarding, and management of technology partners
Joint tenders with partners

Revenue Growth: from €0.2 million in 2020 to €4.2 million in 2024
Microsoft Dynamics CRM Strategic Partnerships IT Project Management Assistance Power Platform License Management
JSI
CRM Sales Manager
DIGITAL AND IT
June 2016 - July 2017 (1 year and 1 month)
Paris, France
Prospecting large enterprise clients for CRM
Responding to tenders and functional specifications for Dynamics 365
Developing the partnership with Microsoft
Launching and creating seminars on Customer Relationship Management
Customer Relationship Management Microsoft Dynamics CRM Corporate Seminar Partnership Development