Freelancer profile translated to English.
Back to original languageAbout Christelle
Consultant specialized in Operational Excellence and Customer Service with over 15 years of managerial expertise in the financial sector. My operational background with leaders like Hilti, Toyota Finance, and BPI France has forged a unique expertise that I now use to serve my clients in transforming their performance.
I support companies in four strategic areas: optimizing team management and collective performance, developing expertise in financing and contract management, transforming high-end customer experience, and leading continuous improvement projects with an agile approach.
As a consultant, I bring a concrete operational vision derived from my field experience: cross-functional coordination, complex dispute resolution, commercial interface, and mastery of regulatory compliance. My approach prioritizes team development and operational innovation to generate sustainable results.
French
Native or bilingual
English
Fluent
Spanish
Conversational
Sango
Native or bilingual
Can work on-site
Paris (up to 50km)
Experience
- FIDUCIAL StaffingDevelopment ManagerBANKING AND INSURANCEJuly 2025 - Today (11 months)Paris, FranceCoordination and management in the field of professional leasing finance, aiming in particular:• Leading the sales team,• Structuring the leasing back-office,• Coordinating processes from prospecting to operational implementation.
- HiltiCustomer Service ManagerCIVIL ENGINEERINGMarch 2022 - August 2024 (2 years and 5 months)Boulogne-Billancourt, FranceManaged a team of 12 customer advisors, with improved processes achieving strategic objectives.Monthly allocation of performance bonuses, stimulating a +20% increase in individual productivity.Implementation of new CRM processes that reduced response times by 25% and improved the first-contact resolution rate to 92%.
- TOYOTAContract ManagerAUTOMOBILEJune 2018 - March 2022 (3 years and 9 months)Bussy-Saint-Georges, FranceSupervised a portfolio of 3,800 active contracts and coordinated with 15 partner dealerships, with a contractual compliance rate of 98.5%.Dispute management and process optimization: Handling complaints, supplier management, dispute resolution (including approximately 1000 cases following Covid-19), and process improvement through IT and regulatory compliance projects.Dematerialization of document flows, reducing printing/archiving costs by €30K per year. Upgrade of the contract management software, improving ergonomics and security, with a reduced rate of technical incidents.Interface between legal, commercial, and IT teams on GDPR and anti-money laundering compliance projects.
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Education
- Master's in Business Law "Contract Management and Debt Collection"University of Lille2025Piloter le cycle de vie des contrats (rédaction, suivi, gestion des risques et litiges) et de traiter les défaillances de paiement en entreprise. Outillage du contract management (négociation, rédaction, suivi d’exécution, contentieux).
Certifications
- Scrum Product Owner ISCRUM.ORG2024
- Humanitarian Program CoordinatorBIOFORCE2025