Freelancer profile translated to English.
Back to original languageAbout Virginie
Building excellent customer experiences to foster loyalty and differentiation.
From auditing customer journeys to implementing omnichannel solutions, I co-create operational and sustainable strategies with internal teams.
➡️ My expertise: optimizing contact centers, defining fluid and innovative journeys, coaching teams towards excellence, and supporting diverse organizations – from luxury and banking/insurance to the public sector.
French
Native or bilingual
English
Fluent
Can work on-site
Paris (up to 50km)
Experience
- Marcel(s)Co-founderJanuary 2026 - Today (5 months)Paris, FranceAt Marcel(s), we help you take your CX to the next level, whether it's for acquisition, loyalty, operational optimization, or employee engagement.
- Concilium ConsultingManagerOctober 2019 - Today (6 years and 8 months)Supporting French and international companies in implementing customer experience strategies that foster loyalty, differentiation, and controlled costs.
- Colorado GroupeProject Manager and then Consulting Manager in Customer Experience ManagementJanuary 2009 - October 2019 (10 years and 9 months)Customer Experience Management Consulting in France and internationally:• Diagnosis and optimization of multichannel and cross-channel customer journeys• Creation, implementation, and operational monitoring of multilingual contact centers• Evaluation of customer relationship outsourcing opportunities, provider selection, and support• Optimization of contact center performance (inbound/outbound/telesales)• Design/selection and implementation of customer support tools• Creation of forecasts and reporting models• CRM strategy optimization• Development and implementation of training programs
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Education
- School for New Communication Professions1998