Freelancer profile translated to English.

Description

Are you looking toboost your salesor **transform your after-sales service into a loyalty lever**? I can help you to:

✅Increase your turnovervia tailor-made commercial strategies (CRM, B2B/B2C negotiation, optimization of digital channels).

✅Improve customer satisfactionwith a responsive after-sales service and optimized processes (dispute resolution, returns management, NPS analysis).

✅Train your teamsin good commercial and customer relationship practices for lasting results.

My added value?A dualdata & human relationshipexpertise: I combine numerical analysis (KPIs, dashboards) and a field approach for concrete solutions.

Key deliverables:

- Audit andcommercial strategy(customer segmentation, purchasing journey).

-After-sales service redesign(response scripts, automation).

-Operational training(sales, complaint management).

Available for short or long missions in 100% remote freelance. Let's talk about your project now!

Languages

French
Native or bilingual
English
Basic
Spanish
Basic

Workplace preferences

Remote only

Primarily works remotely

Excelsior Consulting (Centre de Contacts)
Early Childhood Network Coordinator LPBx Network
November 2024 - June 2025 (7 months)
Yaoundé, Cameroon
• Operational and strategic coordination of the operation of a network of approximately 100 establishments (private micro-nurseries) based in the Ile de France and in the regions.
• Supervision and coordination of operational activities and teams in France to optimize processes and efficiency.
• Recruitment, training and management of a team of 10 sector coordinators for more than 300 employees in France, distribution of tasks according to workload and priorities, delivery of directives and objectives, evaluation of work provided.
• Management of quality improvement projects, team training and partner relationship management.
• Management of a multidisciplinary team of early childhood professionals, including recruitment and training.
• Monitoring legislative and regulatory developments in order to adapt the service offer accordingly.
• Administrative monitoring linked to the daily management of establishments (finance, accounting).
• Administrative relay with supervisory and control bodies (CAF, PMI, DDPP, IT)
• Supervision of a team responsible for compliance with the standards and procedures put in place as part of the call center's activity and implementation of telephone call quality standards and chat activities.
Design of training modules, adapted pedagogy Process optimization Quality indicator management, Operational team management Productivity monitoring NPS monitoring and analysis
Excelsior Consulting Sarl
Network Coordinator & Sales Manager LPBx
July 2022 - October 2024 (2 years and 3 months)
Yaoundé, Cameroon
• Operational and strategic coordination of the operation of a network of approximately 80 establishments (private micro-nurseries) in Ile de France and in the regions.
• Supervision and coordination of operational activities and teams in France and Cameroon to optimize processes and efficiency.
• Development of direct commercial partnerships with companies, supporting the financial growth of the network.
• Recruitment, training and management of a team of 6 field coordinators for around 250 employees in France, distribution of tasks according to workload and priorities, delivery of directives and objectives, evaluation of work provided.
• Management of quality improvement projects, team training and partner relationship management.
• Supervision of a team responsible for compliance with the standards and procedures put in place as part of the call center's activity and implementation of telephone call quality standards and chat activities.
Excelsior Consulting Sarl
Externalized Sales Manager • BDR Network
September 2021 - June 2022 (9 months)
Yaoundé, Cameroon
• Commercial and customer management of a network of 32 establishments (private micro-nurseries) located in Ile de France.
• Recruitment and training of sales and after-sales service teams.
• Definition of weekly and monthly commercial objectives including monitoring of sales results and KPIs to measure and improve the effectiveness of commercial actions.
• Development of the key account client portfolio through the implementation of targeted prospecting and loyalty strategies.
• Management and animation of a team of sales representatives to achieve sales objectives and develop turnover.