- Design new digital business models/Digital transformation of existing business- Launch mobile application, ecommerce websites- Build customer support strategy, business process outsourcing (BPO), contact center efficiency

- Lead the digital transformation of the multichannel contact strategy : create and engage a digital team of 4 people to produce a superior customer experience across all banking activities - Manage the outsourcing contact center contract (BPO Front Office) : from RFPs to KPIs daily monitoring, objectives, global budget and scope - Define and implement contact center needs with new SAAS platforms (Salesforce and friends) : CRM, omnichannel, case management, knowledge base, AI with LLM… Show more - Lead the digital transformation of the multichannel contact strategy : create and engage a digital team of 4 people to produce a superior customer experience across all banking activities - Manage the outsourcing contact center contract (BPO Front Office) : from RFPs to KPIs daily monitoring, objectives, global budget and scope - Define and implement contact center needs with new SAAS platforms (Salesforce and friends) : CRM, omnichannel, case management, knowledge base, AI with LLM, Chatbot… - Stimulate continuous end-to-end improvement and innovation : establish governance, automation, best practices, customer feedback loop, root causes solving and process efficiency Show less

- Core team member to create a new telecom provider Fizz (mobile and broadband). Best online experience all industries combined in Canada (WoW index 2020). - In charge of building customer success experience: strategy definition, customer autonomy implementation with digital flows, knowledge center, online support, contact center internal processes. Best NPS in telecom sector for the 2nd consecutive year (+47 in December 2020), improvement -50% in contact rate (2020vs2019).- Managed… Show more - Core team member to create a new telecom provider Fizz (mobile and broadband). Best online experience all industries combined in Canada (WoW index 2020). - In charge of building customer success experience: strategy definition, customer autonomy implementation with digital flows, knowledge center, online support, contact center internal processes. Best NPS in telecom sector for the 2nd consecutive year (+47 in December 2020), improvement -50% in contact rate (2020vs2019).- Managed offshore customer service supplier, Webhelp. Average customer satisfaction rating after contact: 4/5 (2021).- Securing anti-fraud systems. improvement -90% decrease global fraud and charges back within 2 years. Show less

- Marketing projects delivery : portfolio management, budget management, planning, knowledge management and implementation of best practices, tools and governance structures- In charge of the marketing project budget (up to 12M€ in 2014)- 6 main launches/year (+1M€/project) and 80 target projects/year (~150k€/project)- Cross divisional team management (up to 200 people/project) Key Project accomplishments:- Marketing new offers, products and services launches : creation… Show more - Marketing projects delivery : portfolio management, budget management, planning, knowledge management and implementation of best practices, tools and governance structures- In charge of the marketing project budget (up to 12M€ in 2014)- 6 main launches/year (+1M€/project) and 80 target projects/year (~150k€/project)- Cross divisional team management (up to 200 people/project) Key Project accomplishments:- Marketing new offers, products and services launches : creation of Fiber offers, multi-play Fixed-Mobile offers, new Internet access equipment and set up boxes, creating web apps and services, commercial promotions on various highlights...- Change management : organization after buyout deals, new business models, net sales acceleration plans…- Process optimization : IT new tools and architectures, in-store after sale, billing optimization, supply chain improvement, legacy rationalization…- New regulation : loi Châtel, loi de conso…Career development within the function:- Senior Marketing project manager – Internet provider division (10/2008 – 07/2011)- Marketing project manager - Neuf Cegetel (11/2006 – 10/2008)Internet supplier provider company bought by SFR in 2008- Marketing Coordinator - AOL (03/2006 – 11/2006)Internet supplier provider company bought by neuf Cegetel in 2006 Show less

Part-Time lecturer on marketing and project management dedicated to French and English speaking students in France and abroad.

- Customer Service Manager - 2004/2005 (Implemented the customer service and 4-people team management, Managed Sales administration)- Communication Assistant - 2003 (Mass Media (posters, press, radio), print, Events)