Freelancer profile translated to English.

Description

Operational performance optimization consultant, I support companies in their growth, transformation, or reorganization phases to structure their operations, streamline their processes, and sustainably improve their performance.

With over 20 years of experience in complex operational environments, I work at the interface of key company functions: customer relations, sales administration, supply chain, logistics, and team management.

My approach combines field analysis, process structuring, and team support to transform operational pain points into performance levers:

• Diagnosis of organizations and identification of areas for improvement

• Optimization and formalization of business processes

• Improvement of flow between sales, sales administration, logistics, and operational functions

• Implementation of performance management (indicators, rituals, governance)

• Support for managers and change management

I have notably led projects for structuring outsourced activities, improving customer service quality, and optimizing flows in high-growth contexts.

My conviction: sustainable performance relies on simple processes, clear responsibilities, and engaged teams.

My goal: to provide a pragmatic operational vision to help companies gain efficiency, agility, and customer satisfaction.

Industry field of expertise

Languages

English
Fluent
Spanish
Conversational

Workplace preferences

Can work on-site

Bordeaux (up to 50km)

BARON PHILIPPE DE ROTHSCHILD SA
Customer Operations Manager | Creation and Structuring of Sales Administration & Customer Service
WINE AND SPIRITS
January 2021 - January 2026 (5 years)
Bordeaux, France
Design, creation, and structuring of the Sales Administration & Customer Service organization, with definition of the operational model, performance monitoring, and performance security.

Key achievements:
• Creation, structuring, and development of the Sales Administration & Customer Service activity.
• Definition and implementation of lead time segmentation:

10 days (standard flows)
5 days (in-stock products)
3 days (urgent processing)

Gains:
Operational emergencies -20 points (65% → 45%)
Document requests -60%
SEA delays from over 2 months to 15 days
Process reliability 95% → 99%

• Reduction of operational emergencies from 65% to 45%.
• Digitization and simplification of document flows, with a decrease in requests from 2,200 to 890 per year.
• Management of the Expertise & Authentication Service (SEA), reducing file processing times from over 2 months to 15 days.
• Increased reliability of the "Primeurs" order management process, improving the reliability rate from 95% to 99%.
• Management of strategic commercial campaigns (Primeurs, allocations, and international deliveries).

Skills used:
Organizational Transformation • Operational Excellence • Sales Administration • Customer Service • Process Optimization • Performance Management • Transversal Management • Change Management.
Operational Process Optimization Change Management Supply Chain Customer Relationship Management & Sales Administration Customer Experience
BARON PHILIPPE DE ROTHSCHILD SA
Remote Sales Back Office Manager | Customer Relations, Operations & Performance
WINE AND SPIRITS
January 2008 - January 2021 (13 years)
Pauillac, France
Structuring and managing Back Office operations, Customer Relations, and teams to support business growth and sustainably improve service quality.
• Improvement of customer satisfaction from 92% to 98%.
• Increase in call answering rate from 90% to 98%.
• Optimization of logistics operations, with a reduction in transport disputes from 7% to 3%.
• Increased reliability of customer returns from 80% to 95%.
• Structuring and management of outsourced service providers (logistics and telemarketing).
• Deployment of multi-channel commercial campaigns and implementation of management indicators.

Skills used: Customer Relations • Back Office • Management • Operational Excellence • Logistics • Performance Management • Service Provider Management • Process Optimization.
Management of Outsourced Activities Operational Process Optimization Customer Relationship Management & Sales Administration Transversal Management Supply Chain Optimization
DDP — INDUSTRIE TEXTILE • ·
Logistics & Remote Sales Manager | Transformation of Logistics Operations
FASHION AND COSMETICS
January 1999 - January 2007 (8 years)
Bègles, France
Structuring and optimizing Logistics & Distance Selling activities in a high-growth context, managing outsourced activities in B2B/B2C environments.

Key achievements
• Structuring and monitoring of outsourced logistics activities to improve operational flow and customer satisfaction.
• Implementation of the Single Customs Procedure (PDU) with the Bassens Customs, enabling the dematerialization of procedures between Bègles and the Châteauroux depot, a major administrative innovation for the company.
• Reduction of logistics and transport dispute rates from 15% to 6%.
• Reduction of customer complaint processing times from 10 days to 5 days.
• Deployment of an automatic order integration process, reducing data entry errors and improving team productivity.
• Team management, supplier management, price negotiation, and coordination of activities between production, logistics, and distribution.

Skills used: Supply Chain • Logistics • Distance Selling • Flow Management • Process Optimization • Management • Performance Management • Transversal Coordination.
Logistics Management Supply Chain Management Customer Relationship Management Supply Chain Coordination Sales Administration