- Proposal of the digital roadmap until the end of 2021 (tools, process, customer impacts)- Standardise process and data from several sources to a unique system in order to ensure their reliability - Deploy Salesforce and Pardot to improve customer knowledge and turnover- Build PowerBI Dashboards to generate organic growth (standard/premium monthly subscription)- Deploy Purecloud, multi-channel contact center platform, to provide a consistent experience no matter client's channel choosen (+70K solicitations per year)

• Marketing & Communicationo Done a market research about collaboration platform and intraneto Created the product brochure• Sales & Marketingo Product repositioning, new targets and sales pitcho Elaborate of the business plano Wrote sales, uses and customer policies • IT & Organizationo Deployan ERP (Odoo v9) and defined internal processo Negotiate a new provider agreement: choice of IaaS, specific indicators definition, Service Layer Agreement negotiation, intervention procedures definition, recovery plan definition (internal/external)Significant results: • Rised money from BPI (French Public Investment Bank)• Divided by 4 the IT costs while increasing the availability

Created of a territorial socio-economic ecosystem being the link between private companies, independents, artists, associations and institutions in order to federate, represent and act for the community of business creators.- Drafted of language elements (public authorities, business creators, investors)- Organized and animated of conferences (max. 450 people): www.startinreims.fr- Organization of an entrepreneurial competition (300K € endowment): https://www.youtube.com/watch?v=E1mpOwLVGAg https://www.youtube.com/watch?v=vR35jOL_2CQ- Started of the SAS "LE BLOC" created in 2017

• Management o Hire, train and coache salespeople o Support sales team, improve key account approach, draft new sales process• Sales (sales cycle: 4 months) o Company representativeo Expand of the portfolio: from cold calling to customer trainingo Generate new incomes on existing accounts: up selling and cross sellingo Respond to calls for tender• Sales administrationo Ensure customers’ satisfaction: fulfilling commitments, claims management, delinquency managemento Portfolio management: portfolio analysis, identification of new targets, reportingSignificant Results: • + 20% new business growth• Objectives +22%• Reduced sales cycle by 50%

- Perform a variety of sales and service activities to retail, mass affluent, high net worth and business banking customers, either face to face or through an alternate channel.- Put emphasis on counter services, risk operation and control.- Recognize opportunities by making referrals for client conversion, acquisition of new account relationships and or cross and up-sell of HSBC products and services that cross multiple distribution channels.- Responsible for ensuring the accurate and timely processing of all activities.- Ensure compliance, security and fraud, operational and system controls in accordance with company regulatory standards and government regulations.- Provide operational support as required.- Identify and understand basic customer needs in order to exceed customer expectations to complete transactions with speed, efficiency and certainty.- Act as first level escalation for handling customer inquiries.- Maintain superior and courteous service to promote products and expand customer relationships.- Deliver fair outcomes for our customers and ensure own conduct maintains the orderly and transparent operation of financial markets.- Contribute to team-based approach in managing customer needs.- Actively participate and assist with all Bank promotional programs, sales and direct marketing initiatives.- Participate in business development programs within area of specialty to enhance product knowledge and cross selling skills.- Adhere to operational policies and procedures and effectively identifies and manages applicable money laundering (ML), terrorist financing (TF), sanctions and reputational risks.

• Marketingo Wrote requirement specificationso Created a product brochure • Matrix management (internal/external)o Agreed with performance goals and metrics in close coordination with IT, Marketing and Sales directorso Established ground rules and operating agreements on resource allocation and communicationo Worked in coordination with internal and external teams: marketing, legal, IT, sales, brokers, partners, supplierso Transversal management (20 persons : sales team & IT teams)• Sales (sales cycle 18 months - project mode)o Drove the entire sales cycle: prospecting, pre-sales, gathering requirements, writing proposals, negotiation (tripartite: broker, CFO, CTO), closingo Increase the loyalty of the 40th biggest customers (€45M insurance premium)• Sales administrationo Ensure the good execution of the agreement: steering technical teams (internal/trade partner/customer)o Led the SmartLink integration project for each customer (SFTP/Web Services): ensure deadlines, ensure data transfer security (internal/external/partners)o Claims management• Trainingo Change management: process analysis, making proposal for optimization, team trainingo Managed internal training sessions Significant Results: • Developed and standardized a worldwide service • Retained the 40th biggest customers (€45M insurance premium per annum)

- Set up the annual commercial challenge- Set up and managed the annual budget- Monitored and evaluated results- Established reporting for the board- Wrote and published information notes - Organised a seminar and conferences

- Started and managed the SmartLink project (brainchild) - I was the French referent for European SmartLink’s business unit: United-Kingdom, Italy, Germany and Northern Countries area- Supervised the customer technical assistance service (1st level)- Identified potential technical issues and managed deadlines - Run compliance activity - Defined clear objectives and communicated goals and plans to other teams

January 2003 : creation of the business SOS PC ASSISTANCE (hardware, software and services solutions)Assisted company growth:--> At the head office: from 1 employee to 10 --> On the field: from 3 to 300 computer scientist (France area)