Florence Chatelet

• Business recommendations by department in the form of **recommendations translated into concrete actions and achievable quick wins**; creation and review of procedures.

*Project managementof the management tool (Intrassoc) for over 30,000 users and 25 collaborators: facilitated steering committees, stabilized existing system and continuous improvements in AGILE mode, change management support (training, webinars, FAQs, etc.), organized user workshops.*Improvement and change management supportfor a customer service tool (FreshDesk) including the implementation of a knowledge base.

• **Creation of e-learning modules for IT security and GDPR awareness**: scoping, instructional design, tool selection, video scripts, etc. Supervised an experienced consultant.

*Support for new employeesin project management.

• **Project supervision**: PowerBI POC (two consultants), digitalization of expense reports using the JENJI tool, and implementation of a webinar tool (1 experienced consultant).

• Facilitated decision-making bodies (Steering Committee, CIF) and weekly meetings (Project Committee).
• Responsible for theSalesforce version migration(Lightning) for BNPPF France (+300 employees based in Rueil Malmaison and Marseille); supervised two consultants.

*Deployment of Salesforce CRMat BNPPF Portugal (+30 employees; in English); supervised a Junior Project Manager.

• **Project management/MOA & project management of CRM evolutions**: facilitated business workshops, retro-planning of iterations, drafted requirement specifications, functional acceptance testing (with the business), deployment, post-deployment monitoring, and prioritization of bug fixes.
• **Change Strategy**: defined the strategy, relaunched the 'Key users' program, created support materials and facilitated training sessions (French/English), implemented a pilot for an interactive guide solution. Supervised one consultant and one project manager.