Freelancer profile translated to English.

Description

I support organizations in managing complex projects, digital transformation, and optimizing customer experience, with solid expertise in the airline sector and multilingual customer relations centers.

With over 18 years of experience within the Air France-KLM group (Bluelink International SA), I have led structuring projects: deployment of AI solutions (VoiceBot), CRM redesign, improvement of customer journeys, process audit and optimization, and change management.

• Audit & process and customer journey optimization

• Customer experience strategy

. Omnichannel SalesForce CRM

. Customer loyalty and retention

• Strategic & operational consulting

• Project management

• Digital transformation

• Operational management

. Change management

Industry field of expertise

Languages

French
Native or bilingual
English
Fluent
Wolof
Native or bilingual

Workplace preferences

Remote only

Primarily works remotely

BlueLink - Air France KLM
Head of Project & Process - Operational Marketing Flying Blue
TRANSPORTATION
October 2016 - Today (9 years and 8 months)
Arcueil, France
Management of Flying Blue projects & processes: contact center operations, CX - Offline/online customer journeys, service design, premium rituals, operational excellence, AI/automation integration, omnichannel Salesforce CRM, Change Management,
14 multilingual multichannel contact centers in 5 international clusters.