Freelancer profile translated to English.

Description

Too many tools, too many processes, too much friction? Is your growth too fast and the workflow can't keep up? Let's talk!

My role: restoring order to chaos, simplifying what has become complex through growth, and ensuring the reliability of processes and data while securing profit margins.

🔹 What I do concretely

⚙️ Operations Structuring

Clarifying workflows
Eliminating unnecessary tasks
Reorganizing teams and tools

🤖 Automation & No-code

Connecting no-code tools
Automating repetitive workflows
Securing data collection

🔧 Optimizing Internal Systems

Ops tools (CRM, support, internal management)
Simplifying existing architectures
Improving overall fluidity

🔹 How I intervene

Directly onyour specific friction pointsto bring logic back to what was built too quickly or without understanding why.

Industry field of expertise

Languages

English
Native or bilingual
French
Native or bilingual
Spanish
Conversational
Thai
Conversational
German
Conversational

Workplace preferences

Remote only

Primarily works remotely

Edumiam
Director of Training, Customer Support, and Quality
EDUCATION AND E-LEARNING
June 2025 - October 2025 (4 months)
Paris, France
Management of instructional design, VAE (Validation des Acquis de l'Expérience), quality, and communication departments.
Implementation of Dendreo for automated and centralized VAE and in-person procedures.
Recruitment and onboarding of two apprentices.
Internal audit of the platform, tools, and onboarding process.
Management of a team of 6 people.
Participation in the Executive Committee.
Automation Team Management Internal Audit Performance Management General Management
OpenClassrooms
Training & Quality Manager
EDUCATION AND E-LEARNING
October 2017 - September 2023 (6 years)
Paris, France
Harmonization of onboarding and messaging, implementation of corporate strategy. Training of newcomers and supervision of integration.
Restructuring of the team into squads by subject, deployment of FR-EN help centers to reduce ticket volume, scaling from 0 to 15 employees.
Business Impact: Churn reduction thanks to no-code and the creation of a mass processing system.
Quality Assurance: Internal and external audits, French and international.
Quality Management Training E-learning Agile Project Management Qualiopi
OpenClassrooms
Customer Success Manager
EDUCATION AND E-LEARNING
November 2015 - September 2017 (1 year and 10 months)
Paris, France
Management of a 360° customer service: email, phone, social media, in-person.
Creation of processes, macros, onboarding, and KPI monitoring.
CSAT=+95%, churn reduction, 30K users/month, and FRT <3h.
Implementation of the financing system: contracting, documentation, billing management, admissions, and sales administration.
Scaling from 0 to 15 employees during the scale-up phase.
Customer Relationship Management (CRM) Zendesk Knowledge Management Creation of Communication Materials E-learning

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Master II - Applied Linguistics
PSL
MBA Digital Strategy
ESG

ISO 9001
Afnor, Paris
2020
Product Management
Product School
2023
https://www.linkedin.com/in/maissa-benmiloud/overlay/Education/908302581/treasury/?profileId=ACoAABlJTAwBNGsCr0oWyyPy5AGCVRrqmLrgHHY
Product Management Product Launch Strategy Product Development Agile Methodology Product Roadmap Cross-functional Team Leadership Product Strategy Positioning Strategy Agile Scrum Agile Project Management

Strategy Consultant

Maïssa B.

Ops & Automation | Scaling for fast-growing teams

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