Lorelise G.

Specializing in crisis management and resolution of complex situations, I support entrepreneurs and companies facing urgent or sensitive issues.

I intervene to effectively manage crises when they arise, or to prevent their occurrence by structuring clear processes and offering proactive support, whether dealing with administrative blockages, client or supplier conflicts, operational emergencies, or activity peaks.

My interventions include:

• Crisis management: rapid resolution of complex and sensitive situations

• Prevention and delegation: full or partial management of administration, customer service, internal process optimization, team training, operational structuring

• Multilingual coordination and management of high-stakes situations

• Customer service & operations:

I provided expert support on topics such as billing, payroll, employee affiliation, and debt collection. I was recognized as a Top Performer three consecutive years for my ability to effectively manage a high volume of requests.

• Cybersecurity & compliance:

I coordinated the Care department's response during major security incidents, ensuring clear communication and optimal service continuity. I also improved the handling of legal complaints (from level 1 to level 3), which increased customer satisfaction. I managed escalations to third-party organizations such as the insurance ombudsman or the DGCCRF.

• Training & documentation:

I designed and delivered training on security and legal compliance. I created practical materials and tools to enable teams to work autonomously.

• Coordination of security incidents:

I was the primary point of contact on the Care side for security-related emergencies. I coordinated incident responses while ensuring compliance with personal data protection standards throughout the company.

• Crisis management:

I handled various sensitive customer situations (assaults, accidents, fraud, etc.), collaborating with law enforcement when necessary.

• Financial recovery project management:

I led a financial recovery project worth 2 million euros, in both B2B and B2C, optimizing processes to improve results.

• Team integration & training:

I played a key role in onboarding and training new recruits to ensure optimal quality of customer support from their start date.