Freelancer profile translated to English.

Description

With 10 years of experience in a BPO company, I manage the operational performance of 5 clients from different countries by ensuring rigorous monitoring of their KPIs. My objective: To support my clients in controlling their costs, optimizing their capacity and continuously improving their working methods. Thanks to a results-oriented approach and solid expertise in project management, I actively contribute to the sustainable performance of operations. I manage +80FTE in several languages, and several sites (Portugal, France, Madagascar)

What I offer:

✅Audit of your customer service + Report of astonishment

✅Analysis of your volumes (Calls, Mails, Social Media...)

✅Sharing of an action plan on the root causes analyzed and their impact

✅Improve the management of your customer service (In-house or BPO)

✅Reduce your costs

✅Redesign of your WoW (Way of Working)

✅Management of your KPIs

✅Training of your Team leaders or Team leaders

✅Integrate the working methodology of the world's number 1 customer relationship in BPO

✅Professionalize your approach to customer relations

✅Transform the model of your customer service

✅Give you the keys to be 1st in the benchmark (customer service KPI)

✅ Implement the performance KPIs necessary for the proper functioning of your activity

✅ Teach you the codes of customer relations and keywords (AHT, DMT, Occupancy, QS, QP...)

I can also:

✅Calculate your capacity once a month/quarter/semester according to your Forecast (Forecast)

✅Help you prepare your annual/semi-annual budgets

✅Help you analyze your P&L

Industry field of expertise

Languages

French
Native or bilingual
English
Conversational
Portuguese
Native or bilingual

Workplace preferences

Remote only

Primarily works remotely

CED Iberia
Country Manager
BANKING AND INSURANCE
August 2025 - Today (10 months)
Lisbonne, Portugal
Je pilote un centre opérationnel sur la gestion de sinistres.

Nous offrons à nos clients un service complet pour les aider dans le traitement de leur sinistres (Ressources humaines, technologiques et conaissances).
Concentrix(Ex-Webhelp)
Operations Manager
TELECOMMUNICATIONS
August 2015 - September 2025 (10 years and 1 month)
Lisbon, Portugal
❖ Responsibilities: +80 FTE, covering 5 languages, 4 clients with +10 main KPIs each
❖ Coordinate communication, performance and synergy
between operations, training, quality, HR
❖ Develop complex financial strategies based on maximization
of turnover and gross margin + Budget control
❖ Influence decision-makers to improve existing processes and
increase market share
❖ Lead operations to success
❖ Lead the ramp-up plan by rethinking the recruitment selection process and creating retention processes
❖ Performance management
❖ Optimization of client costs + internal costs
❖ Project management (client) in various sectors of activity:
- Retail
- Travel
- Logistics
- Sales
Financial management Project management Customer service KPI analysis KPI monitoring
Assomption Bellevue,
Assistant Manager and International Trade
September 2008 - September 2010 (2 years)
Lyon, France
BTS GPME (Management of Small and Medium Enterprises) is the ideal path. Training the right-hand men of business leaders, the BTS Management of SMEs is a complete course giving you a global vision of the company. It prepares for the many missions that will be entrusted to the management assistant.