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Faouzi KamounFK

Faouzi Kamoun

Transition Manager – Operations, BPO & Relationships

€600/day
Paris, FR
8-15 years
Business Process Outsourcing
Product Owner
Operational Audit
Transition Management
Organization Consultant

Average response time: 1 hour

Freelancer profile translated to English.
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About Faouzi

Supélec engineer with 20 years of experience, I work with general and operational management to transform their processes into growth levers.
My background combines the rigor of auditing (Mazars), the methodology of consulting (Accenture), and 15 years of operational management in an international environment. This triple culture allows me not only to advise you but also to lead your transformations with one obsession: results.
🚀 My added value for your company:
Management of Outsourcing (BPO): I secure the transfer of your activities (Sales Administration, Customer Service, Back-Office) to Tunisia. I am the trusted bridge that ensures production aligns with your French quality standards.
Operational Performance Optimization: I audit your workflows, identify bottlenecks, and re-engineer your processes to maximize your profitability.
Business Digitalization: I translate your business needs into concrete IT solutions (Sage/SAP ERP deployment, Ticketing tools, quotation automation).
Transition Management: I take charge of your teams during crises or transformations to stabilize activity and ensure service continuity.
🛠 Key Expertise:
Finance & Audit: Internal control, compliance, profit center management.
Supply Chain & Customer Relations: Sales Administration, Customer Service, purchasing management, loyalty.
Information Systems: Business Analysis, cloud solution deployment, and custom configurators.
Why collaborate with me?
Working with me means benefiting from the expertise of a high-level consultant combined with the agility of a field manager. My dual French-Tunisian background is a strategic asset for your Nearshore projects: I eliminate communication barriers and guarantee flawless execution.

  • French

    Native or bilingual

  • Arabic

    Native or bilingual

  • English

    Conversational

Can work on-site
Paris (up to 50km)

Experience

  • ESP
    Management & Outsourcing of Activities (BPO): France-Tunisia Hub
    RAW MATERIALS INDUSTRY
    January 2010 - April 2025 (15 years and 3 months)
    Saint-Germain-lès-Arpajon, France
    Assisting French companies in the secure outsourcing of their business processes (Sales Administration, Customer Service, Customer Support, Back-office) to a production platform in Tunisia.
    My mission was to build an operational and technological bridge between the headquarters in France and the local teams to ensure perfect service continuity.
    🎯 Mission Objectives:
    • Reduce operational costs while improving the service level (SLA).
    • Digitize and streamline exchanges between French and Tunisian entities.
    • Structure autonomous and highly qualified teams.
    🛠 Key Achievements:
    • Audit & Modeling: Study of existing business processes in France, identification of critical points, and re-engineering of workflows for outsourcing.
    • IT Infrastructure Setup: Deployment of workflow management tools (ticketing systems, Cloud VOIP, ERP).
    • Recruitment & Training: Selection of target profiles and training engineering (business skills transfer, French customer culture, IT tools).
    • Operational Management: Management of teams of 4 to 6 people, implementation of performance and quality KPIs.
    • Continuous Optimization: Development of tools (price calculators + stock tracking + purchasing management) to accelerate the sales cycle.
    📈 Results Obtained:
    • Successful outsourcing of Sales Administration and Customer Service workflows.
    • Improved responsiveness: Reduced processing times for quotes and orders through process optimization.
    • Zero service disruption during the transfer of activities thanks to rigorous project management.
    Expertise Mobilized:
    • Dual French-Tunisian culture (understanding of local issues and French requirements).
    • Audit & Consulting Methodology (ex-Accenture/Mazars).
    • Value Chain Mastery: Customer relations, Finance, Logistics, and IT.
    Transition Management BPO & Nearshoring Strategy Offshore / Nearshore Team Management Shared Services Center Setup
  • ESP
    Digital Transformation & Automation: Sales Admin, Customer Service & Customer Relations
    RAW MATERIALS INDUSTRY
    January 2013 - January 2016 (3 years)
    Saint-Germain-lès-Arpajon, France
    How to transform an administrative department into an agile, connected, and high-performance hub? My role is to digitize your entire operational value chain to eliminate low-value-added tasks and ensure data reliability.
    As an expert in Business Analysis (AMOA) and tool deployment, I work to structure your digital ecosystem (ERP, CRM, Ticketing).
    My IT & Process Intervention Areas:
    1. ERP OPTIMIZATION & SALES MANAGEMENT:
    o Configuration and deployment of DOLIBARR (quote, order, invoicing, and stock management).
    o "Order-to-Cash" workflow audit to reduce processing times for quotes, orders, and customer service, and secure invoicing and payment.
    2. DIGITALIZATION OF CUSTOMER RELATIONS (Omnichannel):
    o Implementation of Ticketing solutions to centralize requests (emails, calls) and ensure tracking from quote request to invoice.
    o Deployment of Cloud VOIP solutions for smooth management of incoming/outgoing calls.
    3. CUSTOM BUSINESS TOOL DEVELOPMENT:
    o Design of complex price calculators to automate quotes and eliminate pricing errors.
    o Management of purchases and stock tracking on Dolibarr.
    4. CHANGE MANAGEMENT & TRAINING:
    o Writing of operational guides and technical procedures.
    o Training of teams (France/Tunisia) to ensure immediate adoption of new tools.
    The added value of my profile:
    As a former consultant at Accenture, I possess this rare dual expertise: a deep understanding of business challenges and technical mastery of information systems. I don't just install software; I ensure it contributes to your profitability.
    Project Management Solution Deployment Business Process Automation Product Ownership
  • ESP
    After-Sales Service Audit & Performance: Cost and Satisfaction Optimization
    RAW MATERIALS INDUSTRY
    January 2022 - April 2025 (3 years and 3 months)
    Saint-Germain-lès-Arpajon, France
    After-sales service is often perceived as a complex cost center. My goal is to transform it into a loyalty and profitability lever.
    With my background as an Auditor (ex-Mazars) and my field experience in workflow management, I work to structure, audit, and optimize your After-Sales Service departments. I bring an analytical vision to identify weaknesses and an operational approach to correct them.
    My levers for boosting your After-Sales Service performance:
    1. DIAGNOSIS & ROOT CAUSE ANALYSIS:
    o Audit of cases to identify the origin of anomalies (production errors, customer defects, transport problems).
    o Arbitration of claims (Warranty vs. Invoice) and protection of your margins.
    2. FINANCIAL OPTIMIZATION:
    o Structuring of repair cost calculation processes and refurbishment quotes.
    o Rigorous monitoring of defective returns to limit asset loss.
    3. LOGISTICAL & TECHNICAL STREAMLINING:
    o Standardization of manufacturing files for After-Sales Service and technical diagrams for the workshop.
    o Reduction of processing times ("Lead Time") between complaint and case closure.
    4. DATA-DRIVEN MANAGEMENT (KPIs):
    o Implementation of monitoring dashboards: Return rate, average cost per After-Sales Service case, average resolution time.
    o Improvement of customer satisfaction through proactive and transparent monitoring.
    The added value of my profile:
    I don't just manage complaints; I audit your organization to eliminate dysfunctions at the source. My dual Engineer/Auditor background allows me to communicate effectively with both your production teams and your financial management.
    Transition Management Organization Consultant Operational Audit Customer Experience & Satisfaction After-Sales Service Performance Management
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Education

  • Engineer
    SUPELEC
    2005
    Ingénieur
  • High School Diploma (Science)
    Lycée Français Pierre Mendès France
    1999
    BAC S

Skill set

Process Management
Manufacturing

Categories