Experience

• 

  KTK Conseils

  • France

  • Customer Relationship Management Consultant

    • Jul 2023 - May 2024
    • France

    • Collect and formalize the needs of each client.• Develop remote Customer Relations objectives into an action plan.• Formulate tailor-made solutions.• Carry out tests for CRM solutions.• Monitor the deliverability of a CRM tool after deployment on site.• Implement and configure a CRM solution (SalesForce, CRM MS Dynamics 365, Vtiger, ...) • Act as an interface between business teams and the Information System.• Structuring customer data flows to nourish Customer Relations.• Facilitate workshops.Skills: Microsoft Dynamics · Salesforce · Vtiger · Project Management · Change Management · Communication · Leadership · CRM · Resource Management

• 

  ViséO - Bénin

  • Cotonou, Littoral, Bénin

  • EMPRETECOS Entrepreneur | CX & Digital Strategies Specialist and incidentally founder of VISEO

    • Jan 2022 - Oct 2023
    • Cotonou, Littoral, Bénin

    Launch and development of the activities of the young but ambitious company ViséO focused on Digital.

• 

  SBIN SA BENIN

  • Benin
  • Telecommunications
  • 100 - 200 Employee

  • Chief Strategy, Entreprise Transformation & Quality (Acting)

    • Jun 2021 - Dec 2021

    • Implementation of the management and its organization,• Preparation of the site for upgrading to ISO 9000 standards,Initialization of technological and strategic watch studies,• Drafting of the company's priority procedures,• Listening to and taking into account stakeholders,• Deployment of the SBIN Master Plan,• Design of the business transformation plan,• Change management

  • Senior CX Manager

    • Dec 2020 - Aug 2021

    • Management of the permanent availability of the outsourced call center• Preliminary study of the implementation of a CRM• Follow-up of customer intervention requests and complaints• Implementation of the procedures in force for the resolution of requests for intervention• Implementation of a customer relationship strategy• Team management

• 

  Go Dynamics

  • Paris, France

  • Functionnal Project Chief | CRM (Salesforce, MS Dynamics, Vtiger, ...) Senior Administrator

    • Jan 2020 - Aug 2021
    • Paris, France

    • Design Digital Solutions• Writing specifications for digital projects• Management Digital Solution Implementation Team• CRM Implementation• CRM Customisation• Change Management

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  Indépendant

  • Région de Paris, France

  • Web Apps & Web Sites Designer | Digital Project Chief

    • Jan 2015 - Jan 2020
    • Région de Paris, France

    • Design and production of websites and web applications o Needs analysis / Project scoping with the project team o Drafting of commercial proposal / Formalization of specifications o Drafting of functional specifications / Realization of wireframes o Drafting of technical specifications• Project coordination• Customer / Technical Team Interface Call for subcontracting• Follow-up and customer relationshipTechnical Environnement : Drupal - LAMP / WAMP / MAMP - MySQL

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  Diverses Entreprises

  • France

  • Project Quality Manager

    • Jan 2004 - Dec 2013
    • France

    • Cross-functional team management• Design of Quality System for the company• Bringing the company into compliance with quality specifications• Claims management – ​​customers• User support and training