Freelancer profile translated to English.

Description

Does your Customer Service handle the same incidents repeatedly, without any structural cause ever being identified?

Do the data exist, but remain scattered across multiple tools, without an overall vision or reliable steering?

AI is already reshaping your industry, but you don't know where to start?

I will help you simplify and standardize your Customer Service processes, automate repetitive tasks, gain scalability, and align Customer Service, Sales, Operations, and Finance on the same priorities.

I work on cross-functional processes that connect Customer Service, Sales, Operations, and Finance.

My approach:

I observe the actual work on the ground and map your processes
I establish a cross-functional diagnosis of the organization and data, including local constraints (regulatory, organizational, cultural) in each site or country
I design the new organization: roles, responsibilities, target processes
I identify workflows to automate or prepare for AI, and I build a prioritized action plan
I implement the tools and support change management
I create consolidated dashboards for performance steering.

I have led this type of mission in various sectors (agri-food, energy, software) and for diverse functions (supply chain, customer service, sales, operations), with measurable results presented directly to senior management.

Industry field of expertise

Languages

French
Native or bilingual
English
Native or bilingual
Arabic
Native or bilingual
Spanish
Fluent
Italian
Conversational

Workplace preferences

Can work on-site

Toulouse (up to 40km)

SYNGENTA
Head of Operational Excellence for Customer Service Europe
BIOTECH
November 2022 - June 2026 (3 years and 7 months)
Toulouse, France
Steering operational excellence and continuous improvement of Order-to-Cash processes across 8 European Business Units: process analysis, supply chain data centralization, performance steering, change management, and digital transformation.
▸ Diagnosis of Order-to-Cash flows presented to the Head of Production & Supply Chain EU & Global → 6 major causes of inefficiency identified → basis for a multi-country transformation program.
▸ Assessment of S&OP data needs conducted with local and regional planning and supply chain teams to build a data-driven performance steering framework → design, development, and deployment of a Power BI dashboard for performance steering across 8 BUs.
▸ European referent for SAP S/4Hana deployment → documented and defended local specificities against global teams.
Data Analysis Project Management Process Mapping Change Management Organizational Transformation
Oxand
Customer Operations Manager
SOFTWARE PUBLISHING
August 2021 - October 2022 (1 year and 2 months)
Paris, France
Operational excellence and continuous improvement of SaaS implementation methodology: process standardization, deployment project steering (+30% estimated potential margin), change management, and business development.
▸ 4 implementation projects delivered on time and within budget, coordinating 2 to 4 consultants per project.
▸ Standardized and documented implementation method → estimated potential of +30% margin on projects, 10 consultants trained.
Software Deployment Needs Analysis Standardization Pre-sales Project Management
Opencell
Product Owner
SOFTWARE PUBLISHING
April 2021 - July 2021 (3 months)
Levallois-Perret, France
Design and improvement of functional modules for a billing and collection platform: user stories, UX/UI audit, customer adoption through training and documentation.
▸ Customer dunning module designed from scratch: competitive analysis, scope, complete technical specifications delivered.
▸ Full audit of the CPQ module (ergonomics, user journey): identification of anomalies, follow-up of corrections with developers, and creation of the user guide.
Functional Specifications Competitive Analysis Cross-functional Coordination