Freelancer profile translated to English.

Description

Support & Operations Director with 22+ years of experience in premium customer relations, multi-site management, organizational transformation, and leading large teams (up to 100+ employees). Expert in structuring support services, creating processes, documentation, KPI-driven management, and establishing a culture of quality & customer satisfaction. Experienced working with Product, Tech, HR, and Marketing departments, and representing the customer's voice in executive committees. I bring a human-centered, structured, and results-oriented approach. I naturally integrate automation and AI as levers for efficiency and continuous improvement.

Industry field of expertise

Languages

English
Fluent
French
Native or bilingual
Arabic
Native or bilingual

Workplace preferences

Can work on-site

Paris (up to 50km), Nice (up to 50km), Nantes (up to 50km)

ImpaktIA
Independent Consultant – SME Transformation & Restructuring
CONSULTING AND AUDITS
December 2024 - Today (1 year and 8 months)
Paris, France
Interventions and missions for transformation, structuring, and performance improvement for evolving organizations (SMEs, technical environments, and digital platforms).

Recent work focused on aligning operations, data, and organizational transformation in the age of artificial intelligence.
Team Management Business Restructuring Organizational Transformation Customer Relationship Management (CRM) Performance Optimization
ROHN Telecom (Groupe Altice)
Multi-site Operations Director
TELECOMMUNICATIONS
January 2020 - January 2024 (4 years)
Paris, France
Management and transformation of several Telecom profit centers (fiber, 4G/5G, IT outsourcing) in a context of rapid growth and high industrial demands.

• Takeover and structuring of multi-site operations
• Management of 100+ technicians and engineers
• KPI governance (quality, delivery, profitability)
• Process optimization and operational performance
• Management of major accounts and tenders
• National coordination of critical deployments

Key results:

✔️ €11M Revenue – 40% Margin
✔️ 98% CSAT – 65 NPS
✔️ Generali Project: 800 sites deployed – 98% success rate
✔️ RIE Project: 2000 sites migrated for ministries
✔️ Continuous improvement of delivery times and field quality
Operations Management Production Management Team Management Sourcing Strategy Vendor Management
TRG World (Filiale Ibex Sénégal)
Operations Director
CONSULTING AND AUDITS
January 2015 - January 2019 (4 years)
Senegal
Direction and structuring of 3 international Business Units (France, Morocco, Senegal) in a context of growth and commercial development.

• Global management of multi-country operations
• Building local organizations (teams, processes, governance)
• Management of 100+ multi-site employees
• Business development and acquisition of major accounts
• Implementation of business plans and performance management
• Structuring of offshore models and international delivery

Key impacts:

✔️ Creation and scaling of several operational units
✔️ Structuring of international operations
✔️ Development of French-speaking and African client portfolios
✔️ Stabilization of performance and delivery quality
Team Leadership Change Management Sales Strategy Delivery Management Operational Management