Freelancer profile translated to English.

Description

FD SAS aims to provide you with various levels of expertise in development, support, consulting, and methods, acquired during a career of over 27 years in the service and contact center world.

This expertise has been applied at different management and responsibility levels, overseeing 24/7 operations in various companies, with a common denominator: customer service excellence.

Our operational experience in close management, as well as project and crisis management, has shaped our ability to support you in your challenges.

Through this site, we invite you to discover the skills we offer, supported by practical testimonials and some of our achievements.

Finally, we offer a dynamic, agile-oriented method that integrates the following levers:

Listening to the client, while maintaining genuine curiosity and even a certain freshness, to stay alert to innovative initiatives in customer experience,

The ability to rationalize and organize, to establish clear, precise, and well-argued diagnoses and action plans, easily shareable and deployable to teams,

A specific and holistic approach to integrate all dimensions of the customer experience: behavior, organization, IT tools and processes, and customer experience measurement.

Industry field of expertise

Languages

English
Conversational
Spanish
Conversational
French
Native or bilingual

Workplace preferences

Can work on-site

Noisiel (up to 50km)

Dékuple
Support for the implementation of a customer service offering
PRESS AND MEDIA
July 2020 - December 2022 (2 years and 5 months)
Montreuil, France
Operational support for the implementation of a service offering - Knowledge transfer, process management, definition of steering indicators, coordination with service providers, and customer/supplier process management
Project Management Key Performance Indicators Customer Relationship Management (CRM) Technical Knowledge Expertise Quality Management
5 COM
CONTACT CENTER AUDIT
ENERGY AND UTILITIES
November 2020 - November 2020
Braga, Portugal
Client contact center audit - definition of improvement opportunities and support for managers in transferring a managerial toolkit
Listening Rigor Risk Analysis Team Management Agile Method Operations Management
Protectline (Filiale ORANGE - GROUPAMA)
Director of Operations
December 2018 - November 2019 (11 months)
Villiers-sur-Marne, France
Management of customer operations, 130 FTEs in Logistics, customer services, and field technicians. Member of the executive committee.