Freelancer profile translated to English.

Description

Computer engineer with

- 15+ years of experience in web development

- 15 years in user support

-> I help companies evolve, understand, and use their digital tools, as well as their clients, in the context of care and user experience support.

My strengths:

- pedagogy

- operational excellence

- ability to structure

- understanding of product logic

- working with technical teams

Industry field of expertise

Languages

French
Native or bilingual
English
Fluent

Workplace preferences

Can work on-site

Paris (up to 50km)

Apple
Training Manager
TECH
January 2010 - January 2026 (16 years)
Marne La Vallée, France
→ Daily customer support (15 to 50 clients per day)
· Resolution of complex technical issues (product support, diagnostics, personalized pedagogy)
· Design and animation of sessions promoting product adoption and customer satisfaction
· Analysis of user needs and continuous improvement of support journeys
· Contribution to improving sales performance through better product understanding
· Cross-functional collaboration with technical and sales teams
· TMS 95 - NPS 85

→ Transversal management and skill development for hundreds of employees.
· Product training & customer support
· Management of sensitive customer situations
· Standardization of practices to improve satisfaction
· Optimization of internal processes → reduction of errors to 0%
· Contribution to team alignment / customer culture
· Improvement of feedback culture over a year, measured by surveys
Training Facilitation Applescript Apple Customer Care workshops-facilitation
Sopra Group
Developer Analyst Engineer
DIGITAL AND IT
January 2008 - January 2010 (2 years)
93100 Montreuil, France
· Interface between business users and technical teams
· Gathering and translating needs into functional specifications
· Clear and structured documentation
· Development (JAVA/Cobol) and securing deployments
· Reduction of risks and errors in production
COBOL PACBASE Unit Tests Functional Specifications
Uranus
Nuclear Study Engineer
ENERGY AND UTILITIES
January 2006 - January 2008 (2 years)
Gif-sur-Yvette, France
· Technical analysis of complex files in a regulated environment.
· Drafting structured and reasoned opinions for institutional bodies.
· Risk assessment (technical, logistical, safety) and decision-making synthesis.
· Coordination with experts and external stakeholders.
Project Engineering