Freelancer profile translated to English.
Back to original languageAbout David
I currently favor short-term/operational assignments with quick onboarding.
Expertise in contact center transformation, customer relations, and sales performance optimization.
I will assist you in the sustainable transformation of your customer services, the professionalization of management, the optimization of your resources (WFM, outsourcing), and change management.
🔧 Key Skills
- Performance Management:KPIs, dashboards, management rituals
- Customer Relations Transformation:CRM AMOA, customer journey, outsourcing
- Workforce Management (WFM):forecasting, scheduling, sizing, training
- Tools & Tech:Salesforce, Dynamics, Power BI, ChatGPT, AI Agents, Genesys, Advanced Excel
- Change Management:transversal management, technical simplification, training
📌 Recent Assignments
- Organizational overhaul of the e-commerce customer service for a luxury brand
- WFM deployment and training in 3 international groups (France & UAE)
- CRM AMOA & call script redesign in the telemonitoring sector
- Outsourcing of customer service for a motorway company (RFI/RFP, contracting)
- Sales performance audit for an insurance broker & an investment fund
🧭 I work in demanding sectors: luxury, e-commerce, insurance, retail, transport, energy, real estate, agri-food...
"The best contact center is the one you don't need."
Thanks to AI, data, and fluid organization, this is an achievable goal today – and I will help you get there.
French
Native or bilingual
English
Fluent
Spanish
Basic
Can work on-site
Lille (up to 50km), Paris (up to 50km)
Experience
- Maison de LuxeWorkforce ManagerLUXURY GOODSAugust 2025 - Today (10 months)Paris, France
- Reduction of+10%in workload/capacity gaps while meeting SLAs
- Improvement of schedule adherence by+30%through upskilling the TC team
- Deployment and optimization of the WFM system for multilingual customer service teams (tools and rituals)
- Construction and industrialization of forecasting models, capacity scenarios, monthly and intraday schedules
- Implementation of Power BI dashboards to improve visibility and operational management
- Conseil en Organisation OpérationnelleHead of Customer Operations & TransformationMay 2024 - July 2025 (1 year and 2 months)
- Overhaul of the e-commerce customer service organization for a luxury brand
- Deployment of the WFM system for luxury houses: 10% reduction in staffing needs
- Data Center Sales Funnel: Redesign of the KPI system and governance for more reliable management
- Broker in the UAE: Redefinition of organization, tools, interfaces, and governance => immediate performance increase
- Training service audit: improvement plan & tool scoping
- Optimisation ConsultingSales Performance & Customer Relationship Optimization ManagerJanuary 2023 - April 2024 (1 year and 3 months)
- Optimization of a broker's sales system: macro-processes, reporting, sizing, IVR
- Outsourcing of a highway operator's customer service: -30% cost per contact after implementing the target model (make or buy, RFI/RFP, strategic scenarios, contracting)
- Financial player's acquisition funnel: +30 points of reachability following the redesign of the pipeline, organization, and target process
- Organic retail: Field sales development plan to prioritize and maximize new stores, Digital Distribution, assortment rotations & profitability (sell-in/sell-out analyses, assortment strategy, performance models).
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Education
- Master of ScienceBall State University2001Master of Science (M.Sc.), Computer and Information Sciences, General
- EngineerEcole nationale supérieure des Télécommunications de Bretagne / ENST de Bretagne2001Ingénieur