Freelancer profile translated to English.

Description

Need support in B2B and B2C Customer Experience? I'm the right person :)

Consultant for 4 years and in customer relations for over 20 years, I currently work on segmentation, customer journeys, customer experience strategy development, and supporting the implementation of actions across the entire customer journey.

The companies I support include start-ups for defining the client target and all interactions, as well as SMEs facing customer dissatisfaction issues.

I am based in Marseille and mobile internationally, available immediately.

I would be delighted to discuss with you if my skills can help you improve the experience you have with your customers.

Patricia

Languages

French
Native or bilingual
English
Conversational

Workplace preferences

Can work on-site

Marseille 1er Arrondissement (up to 50km)

Trente Sept Cinq / 37.5
Partner Expert Consultant: Customer Relations and Organization Optimization
March 2020 - Today (6 years and 3 months)
Marseille, Provence-Alpes-Côte d’Azur, France
During my experience, I observed that the success of a strategic shift, often initiated by evolving customer behaviors, requires the involvement of teams in this change of vision. Today, I support your teams in evolving their positioning, working methods, and management tools. Always with the goals of customer satisfaction and value creation.
Inobiove
Inobiove France Management
E-COMMERCE
May 2020 - December 2021 (1 year and 8 months)
Marseille, Provence-Alpes-Côte d’Azur, France
Pro Direct Services
Business Unit Management - Operational Director
September 2015 - September 2018 (3 years)
Région de Marseille, France
Operational Director of a Customer Relations Center, with over 250 employees in Marseille and Toulouse. Ensure inbound call service within contractual commitments and budget control: - Management of production teams, planning, reporting, and HR - Customer relationship management, daily and in committees, on all activity subjects with the objectives of customer satisfaction and commercial development - Operational organization and reporting tool optimization (diagnosis, organizational and operational audit, identification of non-conformities and recommendations for corrective actions) - Development, monitoring, and analysis of activity, internal and client reporting.