En résumé

Driven, customer focused, flexible and committed; I believe customer experience and innovation are the keys to win client's loyalty and strengthen your position on the market

Mes compétences :
Customer service
Project management
Quality Control
Team Management
Project Management Management
ISO 27001 Standard
Customer support experience
Customer service experience
Client handling experience
user support
protocol management
manage the complete overhaul
human resources management
customer experience
Vendor Management
VDR Project Management
Time management
Resource planning
Process Improvement
Occasional testing
Mergers & Acquisitions
Inventory Management
Close management


  • IMPRIMA - Group Production Team Leader Operational Management

    2013 - maintenant : Group Production Team Leader Operational Management of the Virtual Data Room production team (17 team members), working for the 5 offices: London, Paris, New York, Frankfurt and Amsterdam.
    * Manage the workflow of incoming requests ;
    * Ensure the Production/Service team meet the SLA in the most efficient way ;
    * Mentoring and training of the team ;
    * Provide monthly KPI ;
    * Close management of team with monthly one to one meetings ;
    * Resource planning ;
    * Project management to help Project Managers when needed
    * Provide training to high level profile clients (seller side and bidder side)
    * Provide assistance on support matters, specially with senstive clients/users
    * Ongoing problem-solving
    * Participate to the set up of the ITSM software ;
    * Propose and action innovative ideas to enhance company internal processes (idea box, internal newsletter, new services/new sources of income)
    * Audit for the CEO and the Owner : Analysis of our processes and system to identify and supress human errors.
    * Being part of the recruitment process and train new members
  • IMPRIMA - Project Manager

    2011 - 2013 . Project Manager: VDR Project Management during M&A transactions, Fund Raising projects, Real Estate projects or other projects with CAC40 companies and top tier Investment Banks and Law Firms.
    * Take complete responsibility for the setting up of highly time-sensitive, complex and confidential projects, from start to finish, ensuring that all relevant client/project information has accurately been uploaded online and made available to relevant external parties (advisors, investors, bidders...)
    * Meet clients together with sales, to win new contracts (demos) or reinforce existing relationships
    * Liaise with all levels of management on the sell-side of projects to ensure client satisfaction.
    * Setting Kick offs with clients (onsite, calls, webex) ;
    * Deliver the highest level of client service, reassuring the client at all times by keeping them informed throughout the upload and external user invitation processes. Provide training where necessary.
    * Ensure that all work has been accurately completed, delivered to the client within the pre-determined timelines.
    * Manage multiple projects at the same time and ensuring the highest level of client satisfaction (approx. 60 projects out of 170 handled by the office in total).
    * Time management, cost and quality control
    * Client/Vendor Relationship Management ;
    * Supervise the Quality Control Analyst team (2 people) and the analysts (3 - 4 people)
  • IMPRIMA - Project Coordinator

    2010 - 2011 . Project Coordinator: managing the Production team and acting as the main point of contact between the Project Management team and the Production team
    * Providing quality control to ensure that the production work has been completed accurately
    * ``Owning'' and being responsible for the Quality control queue (inside, including keeping it current;
    * Providing support and training to the team members as required to ensure that they can perform their duties effectively; providing weekly performance feedback to the CSM; raising any issues/potential problems directly with the Customer Service Manager);
    * Answering client/user calls ;
    * Assist PMs and Production with data room set ups ;
    * Working with Customer Service Managers to develop and document process improvements;
    * Occasional testing of product enhancements;
    * Customer & user support via telephone and email;
    * Responsibility for archiving old projects, ordering stationary, etc.
  • IMPRIMA - Support Analyst

    2010 - 2010 * Process client requests (updates of the data room, scanning)
    Provide support to users

  • RESIDENCE EMERAUDE - Management Assistant

    2010 - 2010 : Management Assistant : Communication, Administration, Human Ressources
    * Create and apply the corporate communication of the company (relationship with the families, make sure that families and employees are aware of problems with the dependence of the elderly.
    * Follow the resident records (medical and pension) ;
    * Planning ;
    * Assist the management for several task such as: inventory management, administration, human resources management etc.
  • Orange - Communication Manager - internship

    Paris 2009 - 2009 : Communication Manager : Project Management - Communication (Corporate, HR).
    * Creation of a directory of former employees online (intranet) :
    * Project management, from design specifications to the online directory
    * Realization and exploitation of 200 interviews, to communicate the corporate message to the 100 000 employees of the group.
    * Updating the internal web site: HR news, promote the corporate message etc.
  • Mairie de Saint-François - Communication Manager

    2008 - 2008 : City of SAINT - FRANCOIS (Office of the Mayor)
    : Design and manage the complete overhaul of the municipal communication (internal and institutional and politics,)
    * Design the newspaper and the website
    * Organize the events of the city: protocol management, monitoring media coverage, photo/video shooting sessions ;
    * Manage Press Relations ;
    * Design and built a social network to the students coming from Saint-François, all over the world, to establish a link between them and between the mayor and them.