Freelancer profile translated to English.

Description

After several years of building, structuring, and optimizing Customer Success, Support, and People Ops teams, I now support companies in their scaling phase as a freelancer.

🎯My Approach

Combining a strategic vision (OKRs, processes, data-driven management) with pragmatic and human execution (onboarding, care, company culture).

**Empathy and efficiency are not incompatible**: I create experiences that put people at the center, while generating measurable results.

✅My Expertise

Customer Success & Care Ops:

→ Creation and management of CS/Support teams

→ Structuring customer journeys (onboarding, adoption, anti-churn)

→ KPI optimization

→ Implementation of Knowledge base and chatbot

People Ops & HRBP:

→ Full deployment of OKRs and strategic management

→ Creation of career paths, skills matrices, performance review processes

→ Tailor-made onboarding & offboarding

→ Company culture animation (values, workshops)

Cross-functional Project Management:

→ Business/Ops alignment

→ Implementation of collaborative tools (Notion, Trello, Salesforce, Zendesk, Hubspot, Asana)

→ Continuous improvement of internal processes

🚀Projects you can entrust me with

Structuring or strengthening your Customer Success / Support department

Optimizing your internal processes (Care Ops, People Ops, HR)

Supporting your teams: training, coaching, skill development

Managing strategic projects (tools, OKRs, organization, company culture)

🌟Why collaborate with me?

+6 years of experience in Customer Success and People Ops

Experience in startups and scale-ups (Rocket, JobTeaser, Nopillo…)

Leadership of international teams

Sparkling, caring, and results-oriented personality

👉My motto: putting people at the service of performance.

Let's discuss your challenges, I'll be happy to help you achieve your goals! 📩

Industry field of expertise

Languages

French
Native or bilingual
English
Native or bilingual

Workplace preferences

Remote only

Primarily works remotely

Yaniro
Program Manager
EDUCATION AND E-LEARNING
September 2025 - Today (11 months)
Paris, France
Program Manager – Yaniro (Recurring mission) / Remote from Nantes

Managed learning batches (up to 3 at the same time) of 20–30 managers from scratch, ensuring smooth execution of the entire program lifecycle.

Oversaw onboarding and administrative processes, including HR coordination and, when required, handling OPCO funding requests.

Organized on-site training sessions: verified schedules, secured rooms, and prepared welcome kits and learning materials.

Maintained ongoing communication with participants between training days to ensure deliverables were completed and group projects advanced.

Improved internal tools and processes to optimize training delivery (e.g., implemented a WhatsApp–Notion chatbot, centralized and streamlined information flows).

Acted as key liaison with HR sponsors (DRH), providing regular updates on training progress and participant engagement.

Coordinated logistics, stakeholder communication, and learner experience to guarantee both operational excellence and participant satisfaction.

Contributed to the continuous improvement of Yaniro’s learning programs by identifying pain points and driving solutions for scalability.
Human Resources Strategic Planning Logistics Customer Satisfaction Onboarding
Nopillo
1st People Operations Manager / HRBP
REAL ESTATE
January 2024 - May 2025 (1 year and 4 months)
Paris, France
Remote from Nantes / PropTech

Successfully built and implemented an entire methodology (including a tool) for Objective Key Results.

Cooperated with VP's and Head's of to create a process for internal career paths - including: internal ranking grids (from individual contributors to VPs), a process for performances reviews,a process for 360 reviews and a process for promotion.

Managed to design new onboarding and offboarding processes from scratch (50 new people were successfully onboarded with this new process - average 4.9/5 satisfaction)

Assisted and advised founders and leadership team on legal matters (ESC, PIP)

Formalized and embedded our values in our company culture through various workshops (e.g Radical candor workshop)

Find out more about these projects on my public Notion page: https://peopletoolsluka.notion.site/People-Tools-1f1b369575d6803090c8cbf7890ae843?pvs=74
Project Management Company Culture Management Objectives and Key Results (OKRs) Performance Management Operation management
JobTeaser
Team Lead Support & Product Specialist
EDUCATION AND E-LEARNING
June 2022 - July 2023 (1 year and 1 month)
Paris, France
Remote from Nantes / HREdTech

Led and developed the Support team composed of 7 international support managers.

Upskilled and specialized each team member in one CS area (e.g SalesForce, Jira, Zendesk...)

Designed and implemented a learning and development path for my team - including 4 blocks: onboarding ; training ; coaching and nesting.

Managed and handled the relationship with top international schools such as SciencesPo Paris, ESCP, HEC Paris, ESSEC,Centrale Supelec.

Successfully implemented a chatbot to improve our KPIs (response & resolution time)

🥇Key results from my team:
First Response Time: <6h (email)
Resolution Time: <2 days (email)
Customer Satisfaction: >4.8/5
Team Management Performance Management Customer Success Management Scalability Project Management