Freelancer profile translated to English.

Description

With a Swiss Army knife-like versatility in business management, I combine IT technical expertise with a global strategic vision. My goal? To boost your performance while injecting a dose of creativity into your organization.

My preferred areas:

- Process Optimization: I focus on automation to maximize productivity, freeing up time for high-value activities. If it can be automated, consider it done!

- E-commerce: Development on Magento 2, with a preference for backend.

- System Architecture & DevOps: With experience in critical environments, I provide robust and efficient solutions.

Example projects:

- E-commerce project management, CRM implementation, ...

- Process optimization,

- Bid review assistance, bid response, Commercial proposal analysis,

- Support for your teams, training,

- Strengthening project teams, development, devops…

- Migration projects…

Example automation projects:

- Automatic retrieval of OVH invoices and periodic transfer to accounting (Accounting, CRM),

- Creation of an application account from a CRM, and synchronization in different tools (Application / CRM),

- Automatic generation of draft posts based on current events and business/sector (Marketing),

- Generation of emails with personalized advice for each user based on their context (Marketing, AI),

- Enrichment of customer files from public information databases (CRM),

- Implementation of legal monitoring and alerts (CRM),

- Creation of marketing and transactional workflows,

- Multichannel notification process (Email, phone, SMS, answering machine message…,),

I am of course open to all collaboration opportunities, contact me, and let's discuss it!

My philosophy is that knowledge, when shared, multiplies!

Industry field of expertise

Languages

French
Native or bilingual
English
Fluent

Workplace preferences

Can work on-site

Haguenau (up to 50km), Strasbourg (up to 50km)

IDA Conseils
Support for improving internal processes
E-COMMERCE
February 2024 - Today (2 years and 6 months)
Strasbourg, France
Main Objective:Support the company in structuring, organizing, and formalizing its internal processes to improve efficiency and customer satisfaction.

Customer Service Reorganization:
Zendesk Implementation: Installation and complete configuration of the Zendesk suite, including Support, Guide, Explore, and Talk modules. This comprehensive solution will efficiently manage ticket flows from both B2C and B2B.
Team Training: Dedicated training sessions to ensure rapid and effective adoption of the Zendesk suite by all customer service members.
Resource Optimization:
Formalization of the Knowledge Base: Creation and structuring of a knowledge database to centralize information and facilitate quick access to solutions.
Visual Management and Team Animation: Implementation of visual management techniques to strengthen internal communication and team alignment.
Management of a team of 5 to 7 agents, and implementation of individualized objectives (CSAT, SLA, ...).
Results:
Improvement in Customer Satisfaction Rate: Increase from a CSAT of 55% to 85% within 3 months through an integrated and optimized customer service approach.
Mission Benefits:
Improved Customer Experience: Thanks to fluid processes and rapid, effective responses, the customer experience will be significantly enhanced.
Increased Efficiency: Reduction in response times and increase in customer service productivity.
Team Cohesion and Motivation: Visual management and training sessions will strengthen team cohesion and motivation, leading to better overall performance.
This mission offers a unique opportunity to transform customer service into a solid pillar of satisfaction and success for the company.
Zendesk Make Automation E-commerce Customer Service API Project Management Team Management
MesSorties.fr
Founder, CEO & CTO
E-COMMERCE
January 2017 - Today (9 years and 7 months)
67500 Haguenau, France
MesSorties.fr is a platform connecting business leaders, works councils, local authorities, and associations with leisure providers for organizing group social and cultural events (team building, seminars, etc.).
We offer the largest catalog of packaged, turnkey leisure activities with real added value:
- Multi-activity catalog and option management,
- End-to-end online booking process management,
- Automatic generation of personalized communication materials for the Works Council,
- Possibility to pool needs with other Works Councils by creating reconstituted group outings,

My areas of intervention:

Technical:
- Overall application architecture and design (marketplace),
- Project management, managing a team of 5 developers,
- Magento2 management, maintenance, and development - Marketplace - Mangopay, AI, module development, APIs, webhooks, Mangopay payment, AWS, ...
- Implementation of the Zoho One suite (CRM, accounting, Marketing, ...),
- Implementation of business process optimization and automation, marketing, sales (Make, API, No code, Deluge, CRM, ...),
- Synchronization of data flows between all company repositories (CRM <--> Contracts <--> E-Commerce <--> Billing <--> Clients <--> Emailing),
- Third-party billing, Facture X,
- Regulatory integration DAC7.

Commercial and Marketing:
- Client follow-up, training & support for our partners,
- Operational management of the platform,
- Development of strong expertise in digital expectations in the tourism and leisure sector.
- Marketing strategy,
- Participation in and organization of B2B trade shows, Eductours,
- Marketing team management (2 collaborators)

HR, Finance & Legal:
- Recruitment management,
- Employee management (team of up to 10 collaborators),
- Company financial management (accounting, billing, etc.),
- Fundraising,

Magento 2 Make Zoho Books Zoho CRM PHP MySQL Proxmox Debian Training MangoPay REST API Accounting Business Strategy Marketplace Social Media Digital Communication Generative AI ChatGPT Chat HRIS Jenkins Zabix Proxmox Business Management Fundraising Event Organization Automation Make Integromat Zapier Growth Hacking Growth Marketing Chromium
CSE Altran EST
Financial and Event Manager for a Works Council
TRAVEL AND TOURISM
November 2010 - February 2017 (6 years and 3 months)
Strasbourg, France
Financial Management Leadership:Rigorous management of the financial operations of a works council with 800 members, overseeing annual budgets of approximately €200K/year. Implementation of efficient accounting procedures, ensuring real-time management and reliable presentation of annual financial reports.

Accounting Systems Expertise:Implementation and configuration of modern accounting software, ensuring optimal cash flow management for the council's two essential budgets, as well as comprehensive management of all services offered to beneficiaries.

Negotiation and Partnerships:Proven ability in prospecting and negotiating with various suppliers, securing advantageous agreements and impeccable follow-up of provided services.

Quality Customer Relations:Proactive management of relations with employees and the works council, ensuring smooth communication and optimal member satisfaction.

Event Organization:Design, planning, and execution of over 30 major events per year for employees and their families. Proven ability to manage events of various scales, from small gatherings to major events involving up to 500 participants over several days.

Communication Strategy:Implementation of effective communication campaigns to promote events, including emailing, newsletters, and other marketing tools.

E-commerce Management:Efficient administration of the works council's e-commerce website, ensuring a smooth user experience for registration, booking, and online payment of various services.

Theoretical mission of 5 days/month.
Project Management Accounting Event Organization Commercial Negotiation Event Planning Social Relations Business Management

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Computer Science, Robotics, and AI Engineer
IMERIR
2000
- Formation multidisciplinaire alliant informatique, mathématiques et domaines spécifiques de l'IA. - Réalisation de projets pratiques axés sur des applications concrètes de l'IA. - Collaborations avec des partenaires industriels pour une immersion dans des problématiques réelles. - Développement de compétences transversales : gestion de projet, communication et éthique de l'IA. - Préparation à des postes tels qu'ingénieur en machine learning, spécialiste en traitement de données et chercheur en IA.
Electronics Technician Certificate (BTS)
Lycée Mangin
1997
BTS Electronique