Freelancer profile translated to English.
Back to original languageAbout Pauline
I support companies, startups, and entrepreneurs on project management, organization, process improvement, data analysis, marketing, communication, and training missions.
Thanks to my experience in management, operations, and customer experience, I work on both strategic and operational topics. My goal is to help my clients gain efficiency, make data-driven decisions, and turn their ideas into concrete actions.
My areas of intervention:
Project Management & Operations
• Process Optimization
• Organization Structuring
• Documentation and Procedures
• Change Management Support
• Team and Project Coordination
Data & Analysis
• Dashboard and Reporting Creation
• Data Analysis
• KPIs and Performance Monitoring
• Benchmarks and Market Research
• Strategic Recommendations
Marketing & Communication
• Product Marketing
• Competitive Intelligence
• Creation of PowerPoint, Google Slides, and Canva Presentations
• Pitch Decks
• Training and Communication Materials
• Visual and Content Creation
Training & Events
• Training Design and Facilitation
• Collaborative Workshops
• Workshops
• Seminars
• Team Buildings
• Team Support
I also work on optimizing and configuring tools such as Intercom (workflows, Fin AI, reporting, automations), Salesforce, Airtable, Excel, Google Sheets, Canva Pro, Notion, Slack, and AI tools.
What sets me apart: an analytical, operational, and creative approach. I can move from data analysis to creating a management presentation, facilitate a team workshop, or optimize a business process with the same standard of quality and impact.
Passionate about entrepreneurship and pastry, I also support players in the food sector with their development, communication, and business structuring challenges.
French
Native or bilingual
Italian
Conversational
English
Native or bilingual
Spanish
Conversational
Remote only
Primarily works remotely
Experience
- PARTOO - CDITEAM MANAGERSOFTWARE PUBLISHINGNovember 2024 - Today (1 year and 7 months)FranceManagement of a team of 6 support staff (Key Accounts & SMBs). Operational and strategic management to ensure a premium customer experience. Monitoring KPIs (CSAT, SLA, NPS) via real-time dashboards. Intercom expertise: automations, workflows, reporting, Fin AI implementation. Continuous improvement, lean management, and individual coaching.
- PartooTEAM LEADER - CUSTOMER CARE SUPPORT (SMBs)SOFTWARE PUBLISHINGJanuary 2023 - November 2024 (1 year and 10 months)Paris, FranceSupervision of a team of 6 staff dedicated to SMB support. Structuring and deployment of efficient and scalable processes. Training, coaching, and support to enhance autonomy and service quality. Cross-functional coordination to optimize communication and request resolution. Advanced Intercom configuration and real-time KPI monitoring via dashboards.
- PartooCUSTOMER CARE SUPPORT (SMBs)SOFTWARE PUBLISHINGMarch 2022 - December 2022 (9 months)Paris, FranceMultichannel customer request management (chat, email, phone) via Zoho and Intercom. Focus on customer satisfaction, personalization, and rapid resolution. Analysis and processing of requests for a smooth and high-quality experience. Continuous improvement of CRM workflows and tools. Cross-functional collaboration and proactive management of complex cases.
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Education
- MASTER MARKETING MANAGEMENTEDHEC BUSINESS SCHOOL2019MSC
- BACHELOR OF BUSINESS ADMINISTRATIONESSEC BUSINESS SCHOOL2018BACHELOR OF BUSINESS ADMINISTRATION