Estelle R.

As an entrepreneur, I led the creation and development of the business, rallied people around the project, established supply and distribution chain structuring, negotiated with international partners, and managed commercial, financial, and regulatory operations.

Client portfolio: AP-HP, CNAM, CPAM, ARS Development of technical responses, preparation and submission of applications Interface with technical and sales administration departments Contract monitoring, deadline management, renewals, and extensions Implementation of customized telecom and security solutions Customer Satisfaction Manager Reception, processing, and closure of complex complaints Management of the GMB platform, calling inactive customers, conducting surveys Weekly/monthly reporting of complaints: alerts, processing rates, card sales Monitoring customers paying by check, ORIAN, SAFIR, and SAP transfers Organization and management of the complaints committee, Design and implementation of fluid and digitized customer journeys Management of satisfaction surveys: QR Code, email, SMS, Customer Survey Monitoring customer reviews, re-engaging dormant customers Feedback management

Led and managed a team of approximately 15 people responsible for integrating new members. Defined priorities, organized activities, and monitored performance using management tools. Provided managerial support to teams, managed change, and developed collective cohesion. Made decisions in emergency situations, managed unforeseen events, and actively contributed to the continuous improvement of practices and procedures.