Freelancer profile translated to English.

Description

Your customer relations center is struggling, your managers are overwhelmed, and a transformation is underway? I intervene on both fronts simultaneously: I put the operations back in order AND I upskill your managers so that it lasts.

With 19 years of experience in demanding environments (energy, insurance, B2C services, multi-site), I have developed a rare dual expertise: that of the operational transition manager who achieves results in weeks – and that of the manager coach who structures practices, reveals potential, and empowers management teams.

🔴 Transformation & Urgency:

→ Immediate takeover of a struggling CRC platform (40 to 150+ people)

→ Re-evaluation of management: KPIs, SLAs, dashboards, management routines

→ Operational crisis management, PSE, merger, or reorganization

→ Express audit and concrete action plan, actionable from week 1

🟢 Manager Coaching & Development:

→ Individual support for frontline managers (posture, tools, authority)

→ Group workshops on managerial practices (feedback, interviews, team management)

→ Development of managerial frameworks and practice guides

→ Sustainable transmission: I prepare for my departure from day one

Languages

French
Native or bilingual
English
Conversational
Spanish
Conversational

Workplace preferences

Can work on-site

Paris (up to 50km)

GMF
Customer Relations Management and Steering Officer
February 2024 - September 2025 (1 year and 7 months)
92300 Levallois-Perret, France
› Real-time steering of telephone traffic and operational performance monitoring of platforms
› Updating and production of steering reports and monitoring documents
› Participation in projects related to telephone architecture and cross-functional projects
› Continuous improvement, maintenance, and development of steering-related applications
KPI / SLA / CRM Management Branding Feature Definition Agile Project Management
GIEGES
Assistant Manager – Customer Relations
June 2021 - August 2023 (2 years and 2 months)
Laplace, IL, USA
› Operational management of advisors and supervision of frontline managers
› Implementation and monitoring of KPIs, steering of service quality indicators
› Deployment of quality systems, creation of procedures and training materials
› Awareness-raising and skills development of teams on efficiency and reliability objectives
› Structuring of managerial practices and process optimization
Total Direct Énergie
Call Center Coordinator
March 2019 - December 2019 (9 months)
Paris, France
› Performance monitoring and campaign allocation across multiple partner sites
› Bi-monthly site visits, audits, and improvement recommendations
› Contribution to strategic campaigns tailored to service needs