Freelancer profile translated to English.

Description

Agent, trainer, head of. I have held all positions in a BPO, in scale-up, early-stage startup, and startup.

Customer Care was a choice when I returned to France.

With the advent of AI, it is essential to find the right balance to make your Support a profit center for the company.

Your agents will become experts, a source of continuous improvement for the company because behind a contact is an opportunity for the organization to better meet its customers' expectations.

What I offer:

- From auditing the existing situation to proposing concrete actions,

- from listening to your agents to highlighting their skills

- from optimizing processes and tools to impacting KPIs

- from implementing indicators to direct business results

- from collecting customer feedback to communicating it to all employees

This is how the customer becomes the center of your interactions and your strategy.

Industry field of expertise

Languages

French
Native or bilingual
English
Fluent
Spanish
Conversational

Workplace preferences

Can work on-site

Paris (up to 20km)

TrainAgain
FOUNDER & CEO
SOFTWARE PUBLISHING
January 2025 - Today (1 year and 5 months)
Créteil, France
No game over for your customers.
B2B SaaS platform for training customer service agents through AI simulation, with automatic import of real cases. Gamified interface, automatic performance evaluation — the tool I searched for 8 years without ever finding it.
SASU + holding TY Corp
• INPI trademark registration
◦ Active MVP
◦ Initial client contacts engaged
B2B SaaS Generative AI Gamification French-speaking Europe & Africa
Generative AI Customer Service Multichannel customer support and ticket management Data Analysis Operational Excellence
MTYConseil
CONSULTANT
CONSULTING AND AUDITS
March 2026 - Today (3 months)
Paris, France
Strategy and operational excellence consulting in customer service:
- Auditing existing systems (ticketing tool, knowledge base, training, evaluation, and team management processes)
- Structuring data around fundamental KPIs
- Ticketing tool automation
- Agent coaching

- Putting the customer's voice at the center of decisions
- E-reputation
Operational Excellence Team Coaching Multichannel customer support and ticket management Audit Process Implementation
Lalalab
Head of Customer Success
E-COMMERCE
January 2020 - January 2024 (4 years)
Paris, France
Managed a team of ~40 people during peak season (permanent employees, apprentices, freelancers) - France, Philippines, India, Madagascar, Europe - in 6 languages.
• NPS established and managed: 29 (2020) → 46 (2024)
• CSAT: 65.5% (2020, COVID context) → continuous progression to 80% (2024)
• Trustpilot: 3.1 → 4.3 | TrustedShops Germany deployment
• Outsourcing launched with ABL Outsourcing (Madagascar)
Operational Excellence Multichannel customer support and ticket management Customer Service Team Management Process Improvement

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Master 2 in Commercial Network Management
IAE Gustave Eiffel
2013
Master 2 Management des réseaux commerciaux
DUT in Commercial Techniques
IUT Créteil-Vitry
2010
DUT Techniques de Commercialisation