Freelancer profile translated to English.
Back to original languageAbout Federica
Customer experience & transformation
- Bringing the customer's voice to the heart of the organization to align teams, processes, and decisions
- Leading cross-functional projects aimed at transforming customer experience into a premium experience, consistent at every touchpoint
- Identifying friction points and activating concrete improvement levers, in collaboration with business teams (ops, product, retail, customer service)
- Supporting the adoption of new CX strategies by all stakeholders
- Transforming customer service into a driver of performance, engagement, and differentiation
Making the customer's voice not an indicator, but a lever for strategic transformation.
Team training & enablement (AI & human)
- Supporting teams in evolving in environments integrating AI and automation
- Developing high-value human skills: complexity management, relational intelligence, premium posture
- Designing training programs that truly transform behaviors (not just knowledge)
- Evolving management approaches to support engagement, performance, and adaptation to change
- Creating hybrid learning paths (in-person, digital, field) that foster sustainable adoption
Advancing teams not despite AI, but with it.
Operational performance & business impact
- Improving key KPIs (CSAT, quality, efficiency, contact rate)
- Structuring processes for greater consistency, fluidity, and impact
- Leveraging customer insights to guide operational and product decisions
- Supporting transformation periods (growth, reorganization, automation)
- Aligning customer experience, team performance, and business objectives
Italian
Native or bilingual
French
Native or bilingual
English
Native or bilingual
Can work on-site
Paris (up to 50km), Aix-en-Provence (up to 50km)
Experience
- AretencyFounderCONSULTING AND AUDITSJanuary 2020 - Today (6 years and 4 months)Paris, FranceARETENCY – Founder | Consulting & TransformationI support organizations in transforming their customer experience and management practices, by combining process optimization, team training, and cross-functional project management.Main MissionsParagon – Lean Management & Operational Transformation
- Facilitation workshop leadership with Business Unit managers
- Process optimization and premiumization
- Translation of challenges into operational action plans and execution follow-up
Diptyque – Premium Customer Experience & Cross-functional Transformation- Optimization of processes impacting customer experience
- Alignment of practices between teams (retail, customer service, operations)
- Contribution to the consistency and upgrading of the customer experience
Lacoste – Customer Experience Transformation & International Training- Leadership of international customer service team training
- Cross-functional coordination with retail and CX teams
- Creation of training programs (including train-the-trainer) to ensure consistency and adoption
Large Groups (Saint-Gobain, Vinci, Eiffage, Louvre Hotels, Eurofins, Axplora)- Training for executives and managers (leadership, performance, management posture)
- Support for teams in transformation contexts
- Development of management practices fostering engagement and sustainable performance
- SézaneHead of International Customer ServiceE-COMMERCENovember 2018 - January 2020 (1 year and 2 months)Paris, FranceMission:Ensure a premium and personalized omnichannel customer experience internationally, in a hyper-growth context.
- Leadership of international customer service (Paris & New York, 25 people)
- Structuring and deployment of practices to ensure a consistent experience between e-commerce and retail
- Design and delivery of training programs (customer service & store managers – Europe & USA)
- Development of relational skills to ensure a differentiating customer experience
- Organization of customer events aimed at strengthening loyalty and brand experience
- Made.comCustomer Success Manager - FranceE-COMMERCEJanuary 2018 - October 2018 (9 months)Paris, FranceMission:Structure and manage the customer service in a new market, ensuring a fluid and consistent customer experience in a high-growth context.
- Management of omnichannel customer service in France (26 people)
- Structuring the organization: team upskilling, creation of an internal level 2, implementation of processes and performance management
- Definition and deployment of engagement schemes (including bonus system)
- Operational management of the transport partner to improve the after-sales experience
- Launch of a new transport partner in coordination with marketing and e-commerce teams
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Education
- Master 2 - University ExchangeParis Dauphine2013Gestion de projets
- International RelationsUniversità degli studi di Milano2013Sciences Politiques
Certifications
- Train the Trainer CertificationSmartManagement2022
- FIAH - Intensive Human Facilitation TrainingSkillsday2021