Freelancer profile translated to English.

Description

You have a business that's growing, a team that's expanding, customers coming in – and somewhere, you feel things are starting to get stuck. Processes? In people's heads. Reporting? Approximate. The team? They're doing their best but without real structure.

You haven't had the time to think about it yet. That's normal. It's also exactly why I'm here.

I help SMEs, startups, and e-commerce businesses bring order to their operations – not to provide theoretical consulting, but to make things run smoothly in practice. I structure, document, implement the right tools, and train teams so that things hold up after I leave. I use AI when it saves time – and it saves a lot.

10 years in the field: multi-site ops, marketplaces, 12 European markets, premium B2B export to 69 countries. NPS 19/20 and 90% resolution within 24 hours – often on services I built from scratch.

We work together for as long as it takes, no longer.

Industry field of expertise

Languages

French
Native or bilingual
English
Native or bilingual

Workplace preferences

Can work on-site

Bordeaux (up to 50km), Poitiers (up to 10km), Niort (up to 10km)

FACE A FACE
SME Operations Director
ENTERTAINMENT AND LEISURE
May 2023 - Today (3 years and 1 month)
Bordeaux, France
Integrated from the launch of the brand licensing project: I co-built the operational organization of a multi-site network and supported the opening of 3 sites. Creation of customer offers, ERP deployment, process structuring, knowledge transfer, implementation of dashboards, support for new licensees, team skill development. Result: +20% revenue during the period.
Business Management Software Deployment Performance Management Process Structuring Change Management
Octopia Cdiscount
Sales Support Activity Manager
E-COMMERCE
September 2021 - November 2022 (1 year and 2 months)
Bordeaux, France
Managed B2B seller support for a high-volume marketplace: handling requests, dispute management, support for new sellers and professional clients. Pivot role between the field and IT: reporting issues, testing new environments, co-building solutions. Results maintained over time: 90% resolution in less than 24 hours, NPS 19/20.
Project Management Team Management Account Management Performance Management Customer Relations
ADENES
Supervisor
BANKING AND INSURANCE
July 2020 - May 2021 (10 months)
Bordeaux, France
Managed a team of 20 front and back-office employees. Monitored quality and performance indicators, implemented corrective actions, and harmonized practices across the entire team. Managed a large team in a constrained environment with processes to adhere to.
Audit 90%, NPS 16/20.
Customer Service Management KPI Monitoring Reporting Team Management Performance Management