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Jessie MalhautierJM

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Freelancer profile translated to English.
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About Jessie

Manager with over 10 years of expertise in customer relationship management and both on-site and outsourced operations.
Experienced in steering strategic partnerships, contract negotiation, and performance optimization for back-office operations, customer service, and content moderation.
I am immediately available and looking for a new professional challenge that will allow me to apply my skills and experience.
  • French

    Native or bilingual

  • English

    Conversational

Can work on-site
Paris (up to 50km)

Experience

  • WS
    Transition Manager
    June 2025 - October 2025 (4 months)
    Paris, France
    Steering and coordination of service providers for a special multi-site regulatory compliance operation (Tourism accommodation and short-term work activity).
  • Leboncoin
    Head of External Production
    January 2021 - January 2025 (4 years)
    Paris, France
    Management of outsourced operations: I managed all outsourced customer relations productions (280 people in Romania, Bulgaria, Portugal, and France), including content moderation and customer service for individuals and professionals (functional, transactional, disputes).
    Team and budget management: I managed a team of 6 employees (2 production managers, 4 quality managers) and an annual budget of 6 million euros. I also ensured compliance with costs and budget forecasts and reduced costs by 20%.
    Performance optimization and steering: I negotiated contracts and tenders while ensuring compliance with quantitative and qualitative KPIs (examples: Quality Rate ≥ 95%, Csat ≥ 75%). I also identified areas for improvement, particularly through automation (RPA), to reduce costs and optimize processes.
  • IQera
    Head of B2B Operations
    January 2016 - January 2020 (4 years)
    Paris, France
    Operational activity steering: I managed 5 business units and led a team of 25 to 30 employees across two sites (Paris, Angers). I also supervised 10 external delegations, responsible for managing accounts receivable for demanding major clients such as Veolia, Etam, Disneyland Paris, Orange, Barclays, and Credit Agricole.
    Process and performance optimization: I implemented and coordinated work processes and automation solutions (RPA). I managed customer relations, compliance, debt collection, accounting, and digital referencing, adapting to seasonal volume fluctuations.
    Reporting and KPI steering: I ensured rigorous monitoring of reports and KPIs during steering committees to guarantee the achievement of objectives.

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Education

  • Process Com Manager
    2022
    Process com Manager
  • Coaching Management
    2011
    Coaching Management

Skill set

Categories