En résumé

Over 28 years’ experience in Customer Service & Operations senior leadership positions. My career journey has combined strategic thinking, business development and hands-on operational expertise in complex, demanding and fast-moving environments (new businesses, startups, change of business model…) across various industries (Business Travel, Retail, ISP, Recruitment, Mobile, Assistance…).

I have always been at the heart of customer experience (CX) achieving successful business launches and developments such as the FREE Mobile offer. I have a proven track record of leading major transformation projects such as AOL customer value management, AMEX GBT digital innovation, DARTYBOX omni-channel strategy.

As Head of Operations, I have managed large and small teams in multi-cultural work environments (AMEX GBT, MONSTER) and implemented performance management systems ensuring a high level of quality of service and customer satisfaction.

Recognized as an achiever and a proactive problem solver with the ability to federate all stakeholders inside and outside the company.

#Entrepreneur #CollaborativeManagement #Leadership #CustomerCare

Mes compétences :
Marketing Opérationnel
Relation clients
Six Sigma
Directeur Service Clientèle
Directeur de projet
Direction des opérations
Relations sociales


  • American Express France - Chief Operating Officer France

    RUEIL MALMAISON 2016 - 2020 Direct report to the Vice President Head of Global Service Delivery – France, Spain, Italy, Greece & Benelux.

    Budget 2019: 66 M€, Staff 550 FTEs, total AMEX GBT FR staff 1000 FTEs

    In charge of Operations for France for both GBT and HRG with 8 regional sites, 24H support in Barcelona and 4 Outsourcers worldwide. Strong focus on transformation through the deployment of global key projects.

    Launched new digital supports (RPA, Chat) for key customers like AIRBUS, LVMH, VEOLIA, streamlining of the Service Delivery efficiency in parallel of cost reduction (3,5M€) and revenue generation (suppliers, hotels, Yield Management (1,3 M€ in 2019)
  • Armatis Ile De France - Branch Director ARMATIS NORD, ARMATIS-LC

    BOULOGNE BILLANCOURT 2015 - 2016 Sales 2015 : 31 M€, Gross margin : 9,7 M€, total staff 1200 FTE’s - 2 regional contact centers

    Accountable for OPEX performance and Contribution Margin improvement. Increased the number of customers through RFP bidding processes whilst retaining the existing base
  • Homeserve - Director of Operations

    LYON 2014 - 2015 Budget 2015 : 5 M€, 90 FTE’s for Operations

    Scope includes the Claims department, the DOMEO’s network of preferred providers and cost authorization teams

    Launched of new partnership with Lyonnaise des Eaux, NEST, ENI. Deployment of Digitalization key initiatives (new Claims CRM Tool, specific App DispatchMe for provider’s management)
  • Les Restos du Coeur - Bénévole

    PARIS 2014 - 2014 Distribution alimentaire, gestion de stock., conseil budgétaire et microcrédit personnel, aide à la réinsertion professionnelle et sociale des personnes accueillies, résolution d’un problème juridique touchant notamment au droit des familles, au droit au logement, au droit du travail ou au droit des étrangers,
  • Free Infrastructure - Site Director

    Paris 2010 - 2014 Budget : 11 M€, 520 FTE’s

    In charge of one of the 5 French Contact Center of FREE for Internet and Mobile support (Commercial, Retention, Technical support, Back-office)

    Successfully resized the site with the staff increase of staff from 300 to 520 FTE’s. Changed office location with 33% of rent reduction full year and no impact on business continuity.
  • Etablissements Darty Et Fils - Sales & Retention Senior Manager

    BONDY 2008 - 2010 In charge of the Retention Strategy, Telesales and Voice of Customer

    Implemented Click & Collect process with and Darty Shops
    Contributed to reduction of churn by 10 points full year and enhancement of Telesales with 15% of total Dartybox sales volume
  • Monster Worldwide - Customer Care Director Southern Europe (France, Spain, Italy)

    2006 - 2008 Staff: 50 Ftes including 4 Managers, 2 Web Designers and 1 Project Manager

    Accountable for Southern Europe Customer Care (Recruiters and job seekers)

    Expanded Monster Customer Care Strategy based on 6Sigma techniques and COPC Certification. Managed RFP to centralize Customer Care within EMEA (Nearshoring)
  • AOL - Senior Project Manager

    Neuilly sur Seine 1998 - 2006 Senior Project Manager - AOL EUROPE (Marseille : 2002 - 2006)
    Staff: 2 Project Managers and depending of missions’ direct management of multiskilled consultants

    Multiple projects of which the set-up of the Outsourcing team and Business Planning Department, the launch of Customer Value Management initiatives (Tools, operations and processes) or the deployment of AVAYA solution within EMEA (VoIP, Skill-based routing)

    Telesales and Retention Manager - ARVATO (Dublin, Lens : 1998 - 2002)
    Built the Telesales and Retention Department (110 FTE’s)
  • Aviva Assurances Societe Anonyme D'assurances Incendie Accidents Et Risques Divers En Abrege Aviva Assurances - Telemarketing & sales Supervisor

    BOIS COLOMBES 1992 - 1998 Customer Support agent, Team leader, telemarketing & sales Supervisor
  • Euro Disney Associes SAS - Assistant Shop Manager

    Chessy 1992 - 1992 Shop assistant in Main Street
  • Matrix - Supervisor

    Versailles 1991 - 1992 Telesale agent, Supervisor


  • HEC

    Jouy En Josas 2018 - 2019 Certification Executive Education


    - Financial diagnosis and strategic choices
    Analyze financial documents in different strategic contexts. Identify financial balances, master cash flow statements, and measure financial performance (Analyze key performance indicators by using the key elements in financial documents)

    - The Business Plan: from strategic intent to f
  • HEC

    Jouy En Josas 2018 - 2018 Certification Executive Education

    • Obtain a clear view of the key economic and leadership factors that drive global transformation

    • Acquire the necessary tools to analyze the competition and develop the core skills needed to achieve a sustainable competitive advantage

    • Assess strategic options, alternative modes of growth and design effective action plans
  • HEC

    Jouy En Josas 2017 - 2017 Certification Executive Education


    - The impacts of the 5 levers of digital marketing (search engines, sites and applications, communities, social networks and influencers) on strategy. Master the digital impact on your market, business model, strategic and marketing plans and your organization

    - Optimize your marketing performance by selecting and integrating new digital solutions
  • Customer Operations Performance Center Inc. COPC (Amsterdam)

    Amsterdam 2007 - 2007 Certification COPC

    High Performance Management Techniques
  • Ecole Supérieure De Commerce Paris - Ecole Europe Affaires Paris Track

    Paris 2002 - 2003 Finance, Strategy, Marketing, General Management, HR

    Ranked 15th worldwide by Financial Time in 2010
  • Lycée Flora Tristan

    Noisy Le Grand 1989 - 1991 BTS Comptabilité et Gestion d'entreprises
  • Lycée Flora Tristan

    Noisy Le Grand 1986 - 1989 Bac B