Freelancer profile translated to English.
Back to original languageAbout Loreen
I am Loreen, an organization, knowledge management, and process optimization consultant with over 8 years of experience.
I help SMEs and freelancers structure their knowledge, work methods, and internal tools to gain clarity, fluidity, and autonomy.
📌 I specialize in:
– Creating knowledge bases (Notion, Guru…)
– Documenting key processes & formalizing practices
– Work organization (individual & team)
– Cross-functional project management and coordination
– Designing & facilitating tool/process training
– Supporting organizational integration of RQTH profiles
🎯 A human, clear, and effective approach: I transform the informal into the structured, for more serene teams and lasting processes.
📍 Based in Toulouse, I work remotely across France.
Daily rate: €550/day – €500/day for first-time collaborations.
👉 Need an external perspective to clarify, document, structure? Let's talk.
French
Native or bilingual
English
Fluent
Remote only
Primarily works remotely
Experience
- Betao ABProject Manager Knowledge and continuous improvementCONSULTING AND AUDITSOctober 2021 - November 2024 (3 years and 1 month)Stockholm, Sweden• Responsible for the strategic implementation and optimization of the knowledge base within the company as an internal search engine.• Responsible for the purchase of knowledge base software for the customer service team, considering various business needs and stakeholders for Betao• Responsible for continuous improvements and software optimization for various client uses• Creation of a knowledge base strategy to ensure that information needed by customer advisors was easily searchable and accessible, ensuring all knowledge base areas were up-to-date regarding all laws.• Responsible for the creation and onboarding with tutorials, documentation, and training for advisors and managers to help them achieve their KPIs.
- Betao ABProject Manager Continuous Improvement and KnowledgeCONSULTING AND AUDITSApril 2019 - October 2021 (2 years and 6 months)Stockholm, Sweden• Responsible for managing the acquisition and implementation of the first version of the knowledge base within the customer support team.• Mapping of the user flow and customer support user journey to understand how they accessed information based on their role requirements and where current bottlenecks were.• Responsible for the mapping and strategy of the first knowledge base, based on the customer support team's user journey mapping.• Responsible for the project management of the implementation and use of SharePoint and Notion within the customer support team.• Creation of onboarding documentation and e-learning training for users to enable them to train themselves and access necessary information autonomously.
- Betao ABCustomer Service Team Lead (Freelancer Portal)CONSULTING AND AUDITSMay 2017 - April 2019 (1 year and 11 months)Stockholm, Sweden• Customer Service Team Lead – Sweden Team:- Responsible for a team of 15 call center advisors in Sweden.- Ensuring each team member achieves their daily KPIs and maintains a high level of customer support for our clients.- Responsible for managing and resolving disputes not handled by the team.- Responsible for hiring and training new employees in other areas of the company.- Responsible for final customer satisfaction by ensuring all issues were resolved in a timely manner.• Customer Service Team Lead - French Virtual Team:- Creation of the development strategy for the new virtual call center team, remotely.- Responsible for hiring and training the new virtual call center team of 15 customer advisors located in France.- Ensuring each team member achieves their daily KPIs and maintains a high level of customer support for our clients.- Responsible for managing and resolving disputes not handled by the team.- Responsible for hiring and training new advisors for my teams.- Responsible for final customer satisfaction by ensuring all issues were resolved in a timely manner.
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Education
- Master's in Marketing and PurchasingTOULOUSE SCHOOL OF MANAGEMENT, Toulouse (France)2016
- Professional Bachelor's Degree in Financial and Commercial Risk ManagementPAUL SABATIER UNIVERSITY, Toulouse (France)2015
Certifications
- Certification in Motivational Neuroscience CoachingInstitute of Applied Neurosciences