Freelancer profile translated to English.

Description

Senior project manager specializing in document management and customer journeys, I support organizations in transforming their customer communications (mail, email, SMS) and modernizing their documentary systems.

• Management of complex multi-stakeholder projects (Business Analysis, Development, UX, Legal).

• Migration of document management systems and large-scale communication redesigns.

• Improvement of customer experience and optimization of documentary processes.

Languages

French
Native or bilingual
English
Conversational

Workplace preferences

Can work on-site

Paris (up to 50km)

Agirc-Arrco
ECM/CCM & Customer Journey Project Manager
PUBLIC SECTOR
June 2021 - December 2025 (4 years and 6 months)
Paris, France
Responsible for mailings addressed to individuals (active, future retirees, or retirees):

◦ Responsible for the technical and editorial compliance of templates (writing/verification of SFDs).
◦ Project and RUN management (corrective and evolutionary maintenance). Schedule guarantor.

Significant projects:

◦ Migration of 200 mailings as part of a software change.
Rewriting workshops: identifying pain points to improve communication and take into account both business needs and customer feedback.
Process improvement: transformation of 90 old mailings into 6 mailings covering all needs. Increased maintainability.

◦ Customer satisfaction: implementation of emails and SMS to improve the customer journey. In two years, increase from 90,000 SMS sent to 1,200,000.

◦ Optimization of paper return management: study and improvement of existing templates and processes for managing customer returns (addition of reply coupons, datamatrix, OCR/ICR).

◦ Dematerialization: 30,000,000 mailings sent per year, study of dematerialization possibilities to reduce costs. Technical, legal, business impacts...
Migration Projects Document Management Project Management Customer Journey Workshop Facilitation
Crédit Agricole Assurances
Document Management Business Analyst Project Manager
BANKING AND INSURANCE
April 2019 - April 2021 (2 years)
Paris, France
Responsible for various projects aimed at modifying mailings under the PACTE law:

◦ Project scoping, macro-estimation, provisional planning, budget monitoring.
◦ Adaptation of templates and customer communications following strong regulatory constraints, particularly in terms of taxation.
◦ Development monitoring (internal or with publishers), acceptance testing, go-live.

Participation in other projects: migration to the Quadient Inspire document management tool, year-end processing.
Project Management Retirement Savings Document Management Workshop Facilitation Business Analysis
Klesia
Document Management Business Analyst Project Manager
BANKING AND INSURANCE
January 2013 - March 2019 (6 years and 2 months)
Paris, France
Responsible for mailings addressed to retirees (2,000,000 mailings per year):
◦ Responsible for various document management initiatives and RUN (corrective and evolutionary maintenance).

Significant projects:
◦ Monthly allowance payments project (regulatory project):
Adaptation of templates to explain as clearly as possible to clients a profound change in operation, the now monthly payment of their retirement.

◦ UR Convergence (retirement IT system migration following merger/acquisition):
Writing of SFDs, development monitoring, acceptance testing organization, go-live monitoring.

◦ Migration project to the centralized Agirc-Arrco document management system (200 mailings):
Impact study for the future decommissioning of the Klesia tool, analysis of business needs.
Preparation for the new tool's launch: change management support, identification of workarounds to cover missing functionalities.
Document Management Project Management Requirements Expression Maintenance Management Allure