Freelancer profile translated to English.

Description

Trainer & Store Operations Expert – Fnac Franchise Network

Customer service and store operations specialist within the Fnac network, I support franchised stores in team training, procedure structuring, and improving customer service performance.

Thanks to my field experience in management and customer service, I work directly with teams to implement effective methods, streamline operations, and ensure a quality customer experience.

My approach is pragmatic, structured, and results-oriented, with a strong ability to quickly analyze a store's needs and support teams in their skill development.

Areas of Intervention

Store Team Training • Customer reception and relations

• Checkout and cash register procedures

• Customer flow management

• Training new employees

Customer Service / After-Sales Service Expertise • Organization and optimization of the After-Sales Service department

• Dispute resolution and complex customer situations

• Improvement of customer satisfaction

Back-office and Store Operations • Parcel collection and reception management

• Back-office organization

• Implementation of efficient processes

Business Development • Sales of services (loyalty card, financing, guarantees, insurance)

• Performance indicator development

Management and Support • Team training and skill development

• Support for customer service managers

• Participation in recruitment and interviews

🎯Objective: structure teams, improve service quality, and optimize store performance.

Industry field of expertise

Languages

French
Native or bilingual

Workplace preferences

Can work on-site

Viriat (up to 50km)

FNAC
BACK OFFICE MANAGER
January 2025 - January 2026 (1 year)
Station Carrefour Isle d'Abeau, L'Isle-d'Abeau, France
Training for cashiers/supervisors - Setup of the entire back office structure - Objective analysis - Store opening/closing - Weekly team meeting - Schedule management - External partner appointments - Creation of customer service/procedure manual
Back Office Customer Follow-up Dispute Management Inventory Management Employee Training
FNAC
BACK OFFICE MANAGER
June 2022 - August 2024 (2 years and 2 months)
Bourg-en-Bresse, France
Team management - Weekly reviews - Objective monitoring - Monthly schedules - Payroll preparation processing - Treasury tools - Logistics management - Inventory control - Administrative customer accounts - Invoice/quote creation - Chorus / VNC tool - Follow-ups - Organization of monthly meetings
NSM INVESTISSEMENTS
TRAINER
August 2022 - October 2022 (2 months)
Onboarding of external employees according to a defined schedule - Creation of a customer service passport on Excel - Theoretical and practical training - Assessment of learning at the end of the week - End-of-training report by email to supervisor - Regular remote follow-up