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Description

Ops & Customer Support Consultant — Structuring, Performance & Management (SaaS / B2C)

I intervene in contexts where the organization is no longer keeping up:

exploding backlog, product escalations, unreliable indicators, unclear management.

👉 My role: quickly reintroduce structure and transform reactive operations into manageable systems.

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🔥 Recent Mission

Structuring Operational Management — Multi-actor B2C Environment

• Formalization of complex processes (workflows, rules, sequencing)

• Structuring of common KPI repositories

• Alignment of partners with heterogeneous practices

• Implementation of decision-oriented management frameworks

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🚀 What I do most often

✔ Stabilizing high-demand support (backlog, prioritization)

✔ Structuring L1 / L2 / L3 & escalation management

✔ Reducing incoming volume

✔ Improving quality & productivity

✔ Aligning Support / Product / Engineering

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📊 Management & Performance

• Useful KPIs (not just reporting)

• Dashboards & decision-making frameworks

• Variance analysis & optimization levers

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📈 Results (30 to 60 days)

– stabilized backlog

– reduction in incoming volume

– reduction in escalations

– clearer management

– faster decisions

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👉 Available for missions to structure, stabilize, or implement operational management.

Industry field of expertise

Languages

French
Native or bilingual
English
Fluent
Arabic
Native or bilingual

Workplace preferences

Can work on-site

Montreuil (up to 10km), Paris (up to 10km)

TotalEnergies
Consultant – Performance Management & Operational Structuring (B2C)
ENERGY AND UTILITIES
March 2026 - Today (3 months)
Paris, France
Assisted a large group in structuring its operational management within a multi-actor B2C environment.

I intervene in a context where processes, indicators, and operating methods are heterogeneous, with a strong need to make management reliable and align partners.

My interventions include:

formalizing complex operational processes (workflows, management rules, step sequencing)
structuring a common KPI repository to ensure reliable management
analyzing differences in practices among actors and identifying friction points
implementing governance and decision-oriented management frameworks
producing structuring and reusable deliverables (processes, KPIs, management tools)

Objective: to move from a pile of reports to clear, shared, and actionable management, allowing for improved operational performance and coordination between actors.
Performance Management KPIs AND REPORTING Operational Diagnosis Processes and Organization Customer Operations
LM Advisory
Independent Consultant – Customer Experience & Support Operations
CONSULTING AND AUDITS
January 2024 - Today (2 years and 5 months)
Paris, France
Provided ad-hoc support to organizations facing challenges in structuring or scaling their customer support and user experience.

I intervene particularly when:
growth outpaces the existing support organization
roles between Support / Product / Ops are no longer clear
ticket volume increases and escalations multiply
support teams are under pressure and processes are lagging behind

Typical interventions:
diagnosis of support organizations
clarification of roles and responsibilities (Support / Product / Ops)
structuring customer journeys and pain points
implementation of support governance and processes
prioritization of operational improvement actions

These missions have allowed me to work in SaaS environments with varying organizational maturity levels and to strengthen my expertise in structuring international support teams and optimizing Customer Care operations.
Project Management Customer Service Support Operations Operational Diagnosis Customer Journey Optimization
iCIMS
Technical Support Director
SOFTWARE PUBLISHING
August 2018 - January 2024 (5 years and 4 months)
Paris, France
• Definition and deployment of the Customer Care strategy for the EMEA clients of a leading HR SaaS platform

• Structuring and optimization of support operations: ticket flow organization, implementation of processes, and clarification of responsibilities between Support, Product, and Operations

• Management of a hybrid setup:
– management of an outsourced team of 22 support agents
– supervision of an internal team of 5 Customer Care specialists

• Continuous improvement of customer experience and operational performance: optimization of processing methods, structuring of escalations, and improvement of service quality

• Contribution to the maturity increase of support in a fast-growing international SaaS environment
Project Management Customer Experience Customer Care KPI User Experience