Freelancer profile translated to English.

Description

I support companies and retail networks that want to improve commercial performance, strengthen service quality, and upskill their teams and managers.

With 20 years of field experience in retail (sales advisor, manager, store director), I combine a concrete, operational, and results-oriented approach: we work on real situations (customer reception, needs assessment, argumentation, objection handling, customer loyalty, managerial posture, feedback, redirection, organization).

My goal: teams that are more comfortable, more effective, and consistent practices in the field.

What sets me apart:

multi-level field expertise (sales → management → direction),
active pedagogy (role-playing, in-situation coaching, training),
simple deliverables directly usable by the teams.

Types of projects / deliverables I handle:

Design and delivery of training courses (1 to 3 days): customer relations, sales, frontline management
Manager coaching (individual or group) + 30/60 day action plan
Field audit (store / reception / customer experience) + recommendations
Creation of materials: welcome scripts, checklists, memo sheets, observation grids, evaluations
Impact monitoring: objectives/KPIs, progress updates, and adjustments

Available for one-off assignments or multi-week support, in-person or remote.

Languages

French
Native or bilingual
English
Fluent

Workplace preferences

Can work on-site

Strasbourg (up to 50km)

Auto Entrepreneur
INDEPENDENT TRAINER
EDUCATION AND E-LEARNING
June 2021 - Today (5 years)
Sainte-Anne, Guadeloupe
Training Engineering & Curriculum Design
Design training programs, sequences, and outlines
Create materials and tools
Adapt content to profiles (beginners/experienced), business context, and field constraints
Training Facilitation & Active Pedagogy
Facilitate in-person/remote sessions with participatory pedagogy
Deploy active methods: role-playing, simulations, case studies, field coaching
Build group dynamics, manage interactions, maintain engagement and structure
Customer Relations & Commercial Development (Field)
Train on fundamentals: reception, needs assessment, argumentation, closing, loyalty
Develop relational skills: listening, positive communication, handling sensitive situations/incivilities
Frontline Management & Managerial Support
Train/coach managers: posture, managerial rituals, feedback, redirection, motivation, team cohesion
Build individual/group action plans and support implementation
Develop managerial autonomy: briefing/debriefing, checklists, observation grids
Cross-functional Skills: Communication & Work Organization
Enhance professional communication: assertiveness, posture, difficult conversations, teamwork
Train on organization: prioritization, planning, time management, monitoring methods (spreadsheets, routines)
Structure practices and support continuous improvement
Professional Integration – France Travail Workshops
Facilitate coaching workshops: skills, CVs, elevator pitch, interview preparation
Strengthen posture and confidence:
Equip for autonomy: job search methods, application tracking, action plans, realistic goals
Evaluation & Results Monitoring
Assess learning
Measure progress and adjust: before/after, field feedback, progress updates
Produce deliverables: summaries, recommendations, action plans
Guadeloupe • Strasbourg
Workshop Facilitation Managerial Coaching Field Coaching Training Path Design Professional Integration
SDEA Sarl-
NETWORK DIRECTOR
RETAIL (SMALL BUSINESS)
January 2017 - January 2021 (4 years)
Les Abymes, Guadeloupe
Commercial Steering & Performance
Define and deploy commercial strategy across 3 stores (sales, UPT, average basket, conversion targets).
Monitor KPIs, analyze deviations, implement corrective action plans.
Optimize merchandising and promotional operations to maximize profitability.
Multi-site Management
Supervise, lead, and develop 3 teams (3 to 6 people each).
Organize managerial rituals (briefing/debriefing, field coaching, feedback, redirection).
Recruit, onboard, train, and retain employees (onboarding, progression plans).
Operational Organization & Management
Plan schedules, manage absences, ensure multi-site service continuity.
Guarantee execution quality: processes, standards, safety, internal procedures.
Supervise inventory: orders, stock counts, loss prevention.
Customer Experience & Service Quality
Deploy a customer-centric culture: reception, needs assessment, advice, loyalty.
Manage sensitive situations (complaints, tensions, incivilities) and protect brand image.
Implement customer loyalty and follow-up actions.
Economic Management & Reporting
Produce regular reports and ensure follow-up with management/network.
Contribute to decisions on location, product assortment, and resource optimization.
Handling Sensitive Situations Training Facilitation & Facilitation Field Coaching Team Management Operational Steering
SDEA Sarl
TRAINER
RETAIL (SMALL BUSINESS)
January 2014 - April 2021 (7 years and 3 months)
Les Abymes, Guadeloupe
Training Engineering & Design
Analyze field needs (performance gaps, customer feedback, network objectives) and define priorities.
Design training paths and materials (modules, memos, scripts, checklists, evaluation grids).
Adapt content to profiles (new, experienced, managers) and the realities of each store.
Field Facilitation & Pedagogy
Facilitate sessions (briefings, workshops, express training, demonstrations) and in-room if necessary.
Use active pedagogy: simulations, role-playing, on-the-job coaching, immediate feedback.
Evolve practices towards consistent execution across all 3 stores.
Sales Skills Development
Train on sales fundamentals: reception, needs assessment, argumentation, objection handling, closing, loyalty.
Improve customer posture and communication (listening, paraphrasing, positive language, stress management).
Enhance product expertise and recommendation skills (upselling, cross-selling).
Managerial Coaching & Support
Support managers in team leadership: rituals, coaching, progression plans, redirection.
Structure monitoring routines (individual goals, regular check-ins, skill development).
Develop manager autonomy to sustain learning.
Performance Evaluation & Monitoring
Implement evaluations (field observations, skills grids, quizzes, challenges).
Monitor KPIs before/after (conversion, average basket, UPT, satisfaction, loyalty).
Propose action plans and measure training impact on results.
Service Quality & Handling Sensitive Situations
Train on handling difficult situations (incivilities, unhappy customers).
Harmonize service and presentation standards (posture, communication, execution quality).
Strengthen team engagement and cohesion through a progression dynamic.
Training Path Design Handling Sensitive Situations Individual Support Sales Active Pedagogy