Mathieu Goarnisson

Design and delivery of training courses in customer relations and sales performance for VSEs/SMEs and training organizations (in-person, distance, live). Support for diploma-seeking students (CRCD, MERCD) with a 95% success rate in the programs followed. Structuring of operational practices: active listening, handling objections, managing sensitive situations, customer loyalty. Facilitation of field-oriented pedagogical programs: role-playing, case studies, evaluated role-playing games. Participation in professional title examination boards (CRCD / MERCD): skills assessment, interviews, certification decisions. Design of pedagogical content (materials, practical cases, assessments) in compliance with RNCP standards. Individual coaching in professional posture and communication (MBTI, assertiveness, stress management).

Management of a team of 7 tele-prospectors. Team cohesion building. Initial and ongoing team training. Objective steering, regular monitoring, and reporting.

Management of a team of 3 managers, 36 customer advisors. Creation of a 4th team within the CRC, planning, and organization. Objective steering, regular team monitoring, and reporting. Recruitment of new employees, integration, and skill development. Facilitation of meetings, creation of presentation materials.