Freelancer profile translated to English.

Description

Hello,

I work on all subjects related to Customer Relationship Management, and particularly on CRM tools.

My skills are:

Customer Relations:

CRM tools, telephony, customer satisfaction, customer experience, customer portal, customer service diagnostics and action plans, incident management, support for flow management, inbound/outbound calls, emails, knowledge management, KPIs

Digital:

Portal, public space, customer portal, CRM-website link, online payment, dematerialization (invoices, documents, etc.), EDM, intranet/extranet, flow management, order management

Functional:

Energy, services, public sector, insurance, transport, contractor management, billing, debt collection, complaints, field technical interventions

Organizational:

Diagnosis, action plans, requirements gathering, functional testing, specification development, project management, internal and/or external team management, project management, risk analysis, tool/program selection assistance, existing system analysis, projection, process redesign/definition, change management, training, facilitation of operational and/or functional user groups, committee facilitation, financial analysis, financial forecasting, data analysis and/or processing

Marketing:

Acquisition, retention, loyalty, promotion, cross-selling, offer launch, campaign management, planning/roadmap, visual creation, business plan, study execution, ROI

Languages

English
Fluent
French
Native or bilingual

Workplace preferences

Can work on-site

Paris (up to 20km)

Coface
Customer Experience Project Manager
BANKING AND INSURANCE
May 2025 - Today (1 year and 2 months)
Bois-Colombes, France
PROJECTS:
- Management of Customer Service Center deployments to improve Customer Experience and Satisfaction
- Implementation of AI to accelerate CSC efficiency

AREAS OF EXPERTISE:
- Analyze existing tools and needs
- Identify processes to evolve, and risk areas
- Estimate costs and validate feasibility
- Manage, scope, and monitor the project (sequencing, planning reporting, alerts, etc.)
- Organize design and workshops with business departments
- Act as the primary point of contact for requesters
- Define action plans (scope monitoring, trade-offs)
- Ensure steering committee facilitation
- Communicate on progress and roadmap
- Establish, adhere to, and enforce schedules and action plans
- Work collaboratively with all teams
- Coordinate deployments (international)
- Ensure coordination among all stakeholders
- Manage contractors
- Support change management

TECHNICAL ENVIRONMENT:
- CRM: Dynamics, Sharepoint, MS Copilot
- Call Center: Genesys, Copilot
- Methodology: Agile
Project Management Customer Relations Consulting CRM Business Strategy
COLISEE
CRM Project Manager
November 2023 - April 2025 (1 year and 5 months)
Paris, France
PROJECTS:
- Implementation of a CRM to strengthen sales activity management
- Implementation of a Lead Management tool
- Implementation of a pricing and offer management tool
- Implementation of a Marketing Automation tool
- Operational management of contractors

AREAS OF EXPERTISE:
- Analyze existing tools and needs
- Identify processes to evolve, and risk areas
- Recommend and assist in choosing the functional solution
- Estimate costs and validate feasibility
- Manage, scope, and monitor the project (sequencing, planning reporting, alerts, etc.)
- Organize design and workshops with business departments
- Act as the primary point of contact for requesters
- Define action plans (scope monitoring, trade-offs)
- Ensure steering committee facilitation
- Communicate progress and roadmap to the Executive Committee
- Establish, adhere to, and enforce schedules and action plans
- Work collaboratively with all teams
- Coordinate deployments (international)
- Ensure coordination among all stakeholders
- Manage contractors
- Plan resources
- Support change management
CRM Digital Transformation Business Strategy Consulting Project Management
Groupe BPCE
CRM Project Manager
December 2021 - September 2023 (1 year and 9 months)
Paris, France
PROJECTS:
- Implementation of a tool for managing customer requests and complaints
- Implementation of a tool for managing sales opportunities (marketing leads)

AREAS OF EXPERTISE:
- Manage, scope, and monitor the project (sequencing, planning reporting, alerts, etc.)
- Organize design workshops with business departments
- Organize testing and acceptance phases
- Act as the primary point of contact for requesters and for overall project management
- Define action plans (scope monitoring, trade-offs)
- Communicate progress and roadmap to the Project Committee
- Establish, adhere to, and enforce schedules and action plans
- Work collaboratively with internal IT teams
- Coordinate deployments
- Ensure coordination among all stakeholders
- Participate in change management

TECHNICAL ENVIRONMENT:
- CRM: Salesforce (Lightning Web Component, Experience Cloud, Heroku, Mulesoft)
- Methodology: Agile
CRM Digital Transformation Consulting Project Management