Freelancer profile translated to English.

Description

Consultant Customer, Sales & Operations

Structuring, performance, and field execution

Looking to **structure or improve your customer relations, optimize your sales**, or **make your operations more reliable**?

I intervene to help you move from strategy to concrete results, quickly and sustainably.

An engineer by training, former founder of Heero, and an independent consultant, I have been supporting startups, scale-ups, and SMEs forover 6 yearswith theirCustomer Success, Customer Support, Sales, and Operationschallenges.

My differentiator:a hybrid strategy + operational profile.

I don't limit myself to consulting: I design, implement, and execute, either alone or with your teams.

How can I help you?

Structure or optimize your Customer Support / Customer Success
Improve customer onboarding, retention, expansion, and satisfaction
Clarify and make reliable your B2B / B2B2C Sales processes
Implement actionable KPIs (CSAT, NPS, churn, NRR, conversion)
Deploy and drive adoption of your CRM & CX tools

Types of projects & deliverables

Customer / Sales Audits & data analysis
Sales execution (prospecting, closing, customer follow-up)
Customer relations execution
Strategic recommendations and decision support
Tool configuration (Intercom, HubSpot, Pipedrive, Aircall)
Implementation of processes, playbooks, procedures, reporting
Training, workshops, manager coaching
Operational reinforcement / transition mission (Head of CS, Ops, or Sales)

References & impact

+15 startups supported (Nexxio, Witco, LNC, Djust…)
35+ B2B clients, 500+ professionals trained
ARR > €300k, CSAT up to 96%, managed churn
Team management of up to 50+ people

📌 Certified on many other Sales and Customer tools.

Pragmatic approach, focused on business performance and field execution.

Industry field of expertise

Languages

French
Native or bilingual
English
Native or bilingual
Portuguese
Native or bilingual

Workplace preferences

Can work on-site

Lyon (up to 50km), Marseille (up to 50km), Nice (up to 50km), Paris (up to 50km)

Indy
Sr. Business Developer (External)
SOFTWARE PUBLISHING
November 2025 - January 2026 (2 months)
Lyon, France
139% of target achieved in a Business Developer role for a high-growth FinTech

Missions performed — Indy
Integrated as a dedicated Business Developer within the Indy sales teams to strengthen prospecting during a strategic period.
Handled outbound phone prospecting for warm and lukewarm leads from Calendly appointments and sales follow-up campaigns.
Qualified the needs of freelancers, sole proprietors, individual entrepreneurs, and liberal professionals (health, law, tech), with an educational approach to accounting and tax issues.
Conducted sales interviews focused on conversion in short sales cycles.
Used HubSpot daily for CRM tracking, follow-up management, and sales activity monitoring.
Applied and adapted sales scripts from Indy's internal training.
Directly contributed to sales performance by exceeding set targets and signing subscriptions.
Rapid integration into an existing sales team and faithful representation of Indy's value proposition to prospects.
Hubspot Sales Strategy Telephone Prospecting Sales Pitch Sales Performance
OpenClassrooms
Trainer, Author, and Coach in a Digitalized School
EDUCATION AND E-LEARNING
December 2024 - February 2025 (2 months)
Paris, France
Created courses on complaint handling associated with P4 of the Omnichannel Sales Advisor program

Missions performed — OpenClassrooms

Complete design of a certifying module dedicated to customer complaint handling, integrated into block P4 of the Omnichannel Sales Advisor (VCO – ID 986) program.
Wrote pedagogical chapters structured for a complete part of the program, in accordance with OpenClassrooms' methodological standards.
Created "Your Turn" pedagogical sections, including realistic simulations, detailed instructions, and reasoned feedback.
Wrote assessment quizzes and associated answer keys to validate the acquisition of key skills.
Designed practical case studies and scenarios inspired by real-life customer relations and omnichannel sales situations.
Performed expert technical review of the P4 capstone project to validate the coherence between target competencies, expected deliverables, and pedagogical rigor.
Accelerated project completion by adopting the learner's perspective, including effective use of pedagogical resources.
Critically analyzed and completed a structured evaluation document (OpenClassrooms template) to ensure a smooth learner experience.
Reviewed and provided overall feedback on the mentor guide to facilitate mentor support and evaluation.
Collaborated closely with the OpenClassrooms pedagogical team to ensure the conformity, clarity, and industrialization of the content.
Instructional Design Training Production Design a Training Action Training Evaluation
Happypal
Team Lead Customer Success
HUMAN RESOURCES
February 2024 - July 2024 (5 months)
Paris, France
Temporary replacement for the Team Lead Customer Success at Happypal for 5 months.
Ensured operational replacement of the Team Lead Customer Success during her maternity leave for a period of 5 months.
Supervised and managed the customer team daily to ensure operational continuity.
Analyzed and optimized internal processes related to customer relationship management and user experience.
Collaborated closely with product teams to define and implement continuous improvements.
Managed a cross-functional side project for chatbot implementation, from functional definition to integration.
Coordinated internal and external communication regarding process changes and cross-functional projects.
Supported teams in adopting new digital practices and improved tools.
Digital Transformation Team Management Customer Care Intercom Project Management