Freelancer profile translated to English.
Back to original languageAbout Erica
**Passionate about business, I support your company in its growth by helping you build the organization and business processes that precisely meet your current or future challenges. 📧Contact me for a personalized proposal**
⭐ My background, in a few words
After an initial entrepreneurial experience of 5 years, I joined companies (start-ups/scale-ups) over the last 10 years to support their organizational overhauls, with a common thread:
- Customer revenue development
- Process optimization
Since 2022, I have been exclusively dedicated to my consulting activity with a methodology whose effectiveness I have proven over the last 15 years.
⭐ My main areas of expertise
✔ Design of high-performing organizations and variable compensation models
✔ Training in digital customer relations
✔ Coaching of your operational teams in co-construction with managers
✔ Creation/overhaul of customer relations departments (salespeople, call center agents, CSMs...)
✔ Study of your customer journey & optimization
✔ Development of your service/product
✔ Elaboration of your business processes
✔ Elaboration of CRM/Customer Success programs in SaaS and e-commerce models, including: loyalty programs, surveys (NPS, CSAT), cross-selling, up-selling...
✔ Website/e-commerce copywriting: transactional emails, customer review management, drafting your T&Cs, your help center...
➡ I help you see clearly
Implementation of financial, commercial, or customer care performance management tools
➡ I make the numbers talk
Analysis of your data and recommendations tailored to your objective
French
Native or bilingual
English
Fluent
Italian
Conversational
Can work on-site
Paris (up to 50km)
Experience
- AXYDISDigital TransformationTELECOMMUNICATIONSJanuary 2025 - March 2025 (2 months)Cergy-Pontoise, FranceAs part of scaling a commercial activity in the telecommunications sector, I brought my project management and change management expertise to the team.- Definition of the After-Sales Service journey & management rules- Implementation of a CRM tool (Zendesk)- Development and configuration of transactional and relational emails- Training the team on best practices- Data centralization and dashboard construction
- EN VOITURE SIMONE
On Malt
Implementation of a Customer Program & POCTRANSPORTATIONOctober 2022 - April 2023 (6 months)Paris, France - EN VOITURE SIMONETransition Management and Industrialization/Process SupportTRANSPORTATIONAugust 2023 - May 2024 (9 months)Paris, France
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