Freelancer profile translated to English.

Description

Senior organizational consultant specializing in customer relations – 13+ years

Assisting management with their transformation, operational performance, and customer experience challenges, by acting as a senior consultant or project manager.

- 13 years of consulting experience

- Over 30 projects across all sectors (B2B, B2C, energy, banking, insurance)

Organizational and operational diagnosis (processes, governance, practices)
Redesign or optimization of customer relations systems
Analysis of the Voice of the Customer and contact handling quality
Definition of customer journeys, segmentation, and performance indicators
Change management and team training support

- Strategic and, above all, operational approach,

- Pragmatic solutions

Serving Large Groups, Mid-sized Companies, andSMEs with adapted support for each! 😊

✨ Available all summer

👉 Let's connect!

Industry field of expertise

Languages

French
Native or bilingual
English
Fluent
Portuguese
Native or bilingual
Spanish
Conversational

Workplace preferences

Can work on-site

Paris (up to 50km), Lille (up to 50km), Lyon (up to 50km), Marseille (up to 50km), Toulouse (up to 50km)

Georges NOUNA EI
Strategy and Organization Consulting
CONSULTING AND AUDITS
January 2024 - Today (2 years and 6 months)
Paris, France
Trainer -NDA: 11757513575;
Redesign of Training Materials,Le Guide du Chrono– ongoing ;
Sales training for outbound customer advisors,Babasport;
Creation and Redesign of various institutional presentation materials,IVIDATA Life Science;
Redesign and Consulting for observation notes for Group associates,Groupe VALEOR.
Organization and Management Consulting Customer Relationship Management & Customer Experience Strategy Consulting Microsoft Powerpoint
Square Management
Project Manager / Senior Organization Consultant
CONSULTING AND AUDITS
October 2017 - April 2024 (6 years and 6 months)
Neuilly-sur-Seine, France
Projects as Project Manager (steering and execution):
Competitive study of pricing for Home and Auto insurance products,Société Générale– 1.5 months ;
Absenteeism and Turnover in the agency network,MAAF- 4 months
Redefinition of the Multichannel strategy,Ma French Bank- 1.5 months ;
Competitive strategic analysis of the kitchen furniture market in France,Howdens- 2 weeks ;
Legacy Infrastructure Delivery Manager,Compass- 6 months ;
Optimization and standardization of CRC customer advisor processes,Orange Bank- 8.5 months ;
Competitive study of organizational models for Customer Relations Centers,BPCE- 1.5 months ;
Redesign of training materials and initial training process,EDENRED- 3.5 months ;
Support for the implementation of a GED system,Saint Gobain (Clim + team)- 4 months
Pilot for "Salesforce Sales Cloud" evolutions and Level 1 Support,Carmignac- 11 months ;
Internal project scoping: Collective self-consumption,EDF- 1.5 months.
Other achievements:
Member of the internal "Market Research / Benchmark" team ;
Drafting of commercial proposals ;
Internal expert "Customer Experience" and "PowerPoint Tool" ;
Responsible for and Supervision of consultants during "Inter-contract" periods.
Benchmarking and Competitive Analysis Organization and Management Consulting Strategy Consulting Training Facilitation Change Management
Edyls
Founder and President – PowerPoint Expert
CONSULTING AND AUDITS
October 2016 - October 2017 (1 year)
Paris, France
Founder
Consulting on PowerPoint presentation support for SMEs/VSEs and Startups.
Organizational consulting for VSEs and SMEs
Institutional presentation support (sales, training, seminars)
Referenced by Six incubators
Training facilitation on PowerPoint presentation materials
SMEs/VSEs Microsoft Powerpoint Organization and Management Consulting Startup Consulting