Freelancer profile translated to English.
Back to original languageAbout Maxime
Do your clients and teams complain about your customer service, but you don't know if the problem lies with processes, management, or tools?
I have worked with about fifty customer service departments over more than 10 years of career:
- 7 years with a leading US-based CCaaS vendor (RingCentral), translating business needs into stable configurations and deploying your projects with method and pragmatism.
- 5 years managing CSM, Delivery, and Pre-Sales teams, structuring your customer journey from demo to quarterly business review.
- 4 years in consulting, as an employee and freelancer, I know the best practices and evaluate the maturity of your customer operations with an expert eye.
Some recent results: €90K in identified gains on the email workflow at Engie, resolution time divided by 4 in two months at Spash, +€1M in annual managed revenue at RingCentral.
I use AI in my assignments to accelerate my ability to deliver ROI.
Available for fixed-fee or full-time, I take on challenges with pleasure!
French
Native or bilingual
English
Fluent
Can work on-site
Lyon (up to 50km), Paris (up to 50km), Marseille (up to 50km), Lille (up to 50km), Bordeaux (up to 50km)
Experience
- SPASHDirector of Customer Success & Support - Interim ManagerENTERTAINMENT AND LEISURESeptember 2025 - January 2026 (4 months)Saint-Priest, FranceOperational recovery mission for the CSM & Support division.Key interventions:- Complete reconfiguration of the Zendesk / Aircall stack to align workflows, KPI monitoring, and organization between different roles.- Redesign of the customer onboarding process to reduce time to value.- Formalization of a Customer Service charter and alignment of team standards.- Redefinition of roles & responsibilities to secure performance and accountability.Measurable impact in 2 months:- Average resolution time ÷4- Average response time ÷2- +5 pts in post-treatment customer satisfaction- (-)25% in SaaS license costs
- OptevenBusiness Analyst CCaaS - Odigo/RingCentral DeploymentBANKING AND INSURANCEJuly 2025 - September 2025 (2 months)Villeurbanne, FranceFunctional management of a CCaaS solution deployment in a multi-team environment.Scoping and arbitration of design choices for the RingCentral email module.Facilitation of business workshops and redesign of email workflows for over 200 advisors.Strengthening of the production deployment methodology for email addresses to secure launches and limit operational risks.
- ENGIEConsultant - Audit and Transformation of Customer OperationsENERGY AND UTILITIESOctober 2024 - June 2025 (8 months)Paris, FranceStrategic audit mission on outsourced customer relations activities for the Private Key Accounts segment, with the objective of structuring the 2025 Roadmap.Scope & Method:Conducting interviews with customer relations providers and the entire segment, involving all functions from customer advisor to management, to map operational pain points.In-depth documentary analysis of roles & responsibilities, operating procedures, and initial training programs.Benchmark with the Public Key Accounts segment to contextualize performance gaps.Analysis of over 40,000 customer contacts (inbound, satisfaction, billing) to measure dysfunctions and cross-analysis with provider billing data, satisfaction surveys, and operational incident data.Deliverables:Complete mapping of the customer service organization "as-is" and proposal of a "to-be" model.Writing of roles and responsibilities for Customer Advisor (external), Account Manager (internal), Supervisors, and Provider Manager with associated KPIs for each function.Recommendations for projects to be undertaken regarding segment organization, tool usage, and processing procedures.Prioritization using the ICE method (Impact, Confidence, Ease) and Roadmap proposal.Initiation and management of projects.Notable identified results:→ Detection of provider billing anomalies representing over €100,000 recoverable.→ Identification of potential annual savings of €90,000 from redesigning the email workflow.
Reviews
Mickaël
CEO - BIM DIGITAL
Reviewed on 4/28/2026
I called on Maxime to support me on an e-commerce project: taking charge of order tracking automation and partial customer service automation via a Mailbot.
He successfully scoped the project, within a short timeframe and despite a high volume of activity. The solution he implemented perfectly meets our needs.
Attentive and experienced, I recommend him.
Recommendations
TB
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Education
- Diploma in Management Studies (DESMA)Grenoble Ecole de Management - Grenoble Graduate School of Business2014Diplôme d'École Supérieure de Management (DESMA)
- Master of BusinessNarsee Monjee Institute of Management Studies2013Master of Business Administration (M.B.A.), MBA
Certifications
- Leader in Generative AICoursera / Google2026