Freelancer profile translated to English.
Back to original languageAbout Sonia
Are you looking for a transition manager capable of securing your operations, driving performance, and leading your transformations?
I support management teams in contexts of reorganization, growth, digitalization, or crisis, to bring activities back under control, structure processes, and guarantee results.
Specifically, I help you to:
• manage your KPIs / SLAs / NPS / backlog
• structure your operational governance (rituals, reporting, action plans)
• lead transformation & continuous improvement projects
• manage and unite your teams in sensitive contexts
My assignments focus particularly on:
• operations management
• performance & quality of service
• transverse coordination
• customer relations with high operational demands
What sets me apart:
• 25+ years of field experience
• ability to be operational very quickly
• demanding yet supportive leadership
• a results-oriented, quality-focused, and knowledge-sharing culture
French
Native or bilingual
Can work on-site
Paris (up to 50km)
Experience
- Volkswagen Financial ServicesService ManagerBANKING AND INSURANCEOctober 2024 - April 2025 (6 months)Paris, France• Managed and coached 13 employees and 2 managers to strengthen their autonomy.• Implemented management rituals, on-field coaching, and regular feedback.• Oversaw key account cases and developed managers' skills in handling complex situations.• Implemented corrective actions for sensitive complaints (root cause analysis, prioritization).• Enhanced inter-departmental coordination to streamline customer journeys.• Improved customer satisfaction through reduced response times.
- Groupe VYV (MGEN & SeniorAdom)Service ManagerBANKING AND INSURANCEDecember 2018 - July 2024 (5 years and 7 months)Paris, France• Recruited to train managers in activity dematerialization: data extraction, Excel reporting, new digital tools.• Deployed quality indicators (CSAT, NPS, backlog, lead times).• Provided on-field coaching, established management rituals, and conducted individual follow-ups to enhance managers' autonomy.• Offered human support during a social plan, maintaining motivation and cohesion.• Managed SeniorAdom: comprehensive support until closure, while maintaining service quality.• Results: 95% backlog reduction, +8 NPS points.
- Franfinance (Société Générale)Management OfficerBANKING AND INSURANCEJune 2018 - October 2018 (4 months)Paris, France• Recruited to manage the sales department during the manager's absence, with operational management of 12 employees.• Led daily department activities: objective tracking, performance monitoring, short daily meetings, on-field support.• Created and deployed KPIs to improve visibility on sales and operational performance.• Established smooth communication with the Acceptance department to reduce processing times and improve file quality.• Raised team awareness on quality and reactivity issues to reduce complaints related to long delays.• Coordinated between sales, customer service, and acceptance departments to streamline processes and enhance customer satisfaction.• Strengthened team cohesion and maintained performance during interim management.
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Education
- Management & LeadershipManagement & Leadership
- Communicate Impactfully Orally In Person and Remotely2025Communiquer avec impact à l'oral en présentiel et à distance