Freelancer profile translated to English.

Description

Operations and customer service performance professional with 15 years of experience in creating, structuring, and transforming customer relations systems in tech, e-commerce, and innovative environments. Specializes in process optimization, KPI piloting (SLA, CSAT, NPS), CRM tools, automation, and cross-functional project management. Focuses on operational efficiency, service quality, and continuous improvement.

Languages

French
Native or bilingual
English
Conversational

Workplace preferences

Can work on-site

Paris (up to 10km), Créteil (up to 20km)

SQWAD
TEAM LEAD SENIOR - OPERATIONS
E-COMMERCE
January 2024 - October 2025 (1 year and 9 months)
Paris, France
Project Manager (Volkswagen, Feed, Hélium..)
Management of self-employed and fully remote advisors, recruitment, middle management - transverse management.
Training and skill development
Development and implementation of processes
Creation and analysis of KPIs and reporting, client and advisor training and invoicing
Management of steering committees, production committees, calibration circles...
Participation in the development of Sqwad's strategy and company structuring
Team Management Project Management Team Structuring
LA PETITE FOURREE
Consultant
RETAIL (SMALL BUSINESS)
July 2022 - August 2023 (1 year and 1 month)
Quincy-Voisins, France
Structuring and optimization of customer service processes
Performance diagnosis and operational recommendations
Market analysis - business plan
Support for the implementation of CRM and reporting tools
Website and social media creation
Customer relationship management
Management training
Market Research CRM Customer Relations Project Management
Effy
Operations Manager
ENERGY AND UTILITIES
July 2021 - September 2022 (1 year and 2 months)
Paris, France
Management, development, and recruitment of the account manager team for the "internal insulation" BU - 10 employees. Management of the stock manager and sales administrator in middle management
Optimization of internal processes and customer journey
Management of the network of work partners
Management of ISO 9001 audit
Participation in the restructuring of BUs, standardization of processes, and customer experience
Team Structuring Team Management CRM Training