Freelancer profile translated to English.

Description

For over 10 years, I have been designing customer service and operations strategies for start-ups and scale-ups. My expertise lies in implementing truly customer-centric organizational models aligned with business objectives, as well as managing and developing teams.

I have led teams of over 100 employees, as well as smaller teams.

I have also collaborated with the C-suite to conduct audits, define and deploy a strategy, and then support teams from A to Z in its execution.

Languages

French
Native or bilingual
English
Fluent
Bulgarian
Native or bilingual

Workplace preferences

Remote only

Primarily works remotely

Mobile Club & Cleaq
VP Care
E-COMMERCE
January 2021 - September 2025 (4 years and 8 months)
Paris, France
Mobile Club is a platform that allows customers to rent refurbished smartphones long-term, with an integrated offer including insurance, warranty, and an upgrade program. The company operates as an e-commerce site, focused on user experience and optimizing the purchase journey, and as a financing player, requiring rigorous management of risk assessment and customer credit scores.

I started at Mobile Club with a clear mission:to place Customer Care at the heart of the company.
Over time, this vision translated into measurable results and lasting transformations:
NPS of 71 and Trustpilot score of 4.6, demonstrating an exceptional customer experience.
Transformation of customer support (After-Sales Service) into a holistic Customer Care team, integrating:
- Risk assessment (KYC/KYB), customer onboarding (B2B, B2C)
- Debt collection (B2B, B2C)
- Proactive customer relations (Customer Success) (B2B)
Reduction in turnover and stabilization of a high-performing and engaged core team.
Implementation of an outsourcing strategy (BPO) to delegate low-value-added tasks.
Integration of automation and streamlining of internal processes, improving productivity and operational efficiency.
These actions have aligned customer service operations with the company's overall strategy, while enhancing customer satisfaction and loyalty.
Customer Success Management Customer service strategy KYC/KYB Customer Journey Optimization Business Process Automation
Meero,
Global Customer Service Operations Manager
SOFTWARE PUBLISHING
January 2018 - January 2021 (3 years)
Paris, France
ex-Meero (now Diffusely) is a platform connecting professional photographers and B2B clients, primarily in the real estate and food delivery sectors. I worked with clients such as Airbnb, Uber Eats, JustEat, and FoodPanda.

At Meero, I structured and managed the growth of a team that expanded from 15 to over 100 employees across three continents, as well as a BPO of over 100 agents. I implemented and optimized operations in over 30 countries, progressively building a complete department organized into three levels of sub-departments.

Key achievements:

Operational structuring of a team dedicated to managing photo shoot delivery.
Establishment of a single point of contact for photographers, clients, and partners. (After-Sales Service)
Building scalable processes to support rapid international growth.
Key skills developed during this experience:

Management, structuring, and scaling of international teams.
Implementation of offshoring and outsourcing strategies.
Close collaboration with Tech and Product teams to optimize the efficiency of internal teams and improve customer experience.
Integration of software tools such as Intercom to enhance communication flows and operational responsiveness.

Some key results achieved:

Chat response time reduced to 3 seconds.
40% automation of first-contact resolutions.
98% of photo shoots completed without rescheduling.
96% customer satisfaction
BPO strategy BPO management International Coordination Operational Strategy Process Automation
Coiffirst
Marketing and Communications Manager
LUXURY GOODS
January 2016 - January 2018 (2 years)
Paris, France
Coiffirst is an award-winning, high-end hair salon chain with over 40 salons in France, Japan, and South Korea. The brand's mission is to offer a luxurious and personalized experience at an accessible price. My primary responsibility was to expand, develop, and strengthen the brand image.

Main responsibilities:

Definition and execution of the overall marketing strategy.
Launch of new salons.
Creation and launch of a hair product line.
CRM management.
Recruitment and management of an internal marketing team.
Development of events and premium customer relations (Marie Claire, Vogue, Le Monde, etc.)
Establishment of strategic partnerships.
Coordination of internal communication and development of sales and team activation strategies.
Product Launch Strategy Customer Success Management Event Management