Master in architecture   

2001-2003

École d’architecture de la ville & des territoires Paris - Est

Degree in architecture

1998-2001

École d’architecture de la ville & des territoires Paris - Est

Abogados para tus deudas

COO - Interim

March 2023 | January 2024 - Barcelona

Leading all departments including sales, customer service, billing and debt collection, legal, technology and accounting in order to digitise this legaltech dedicated to debt cancellation, from an archaic system to a digital one.

Key figures:

More than €7,000,000 of debt cancelled since March 2023

Key achievements:

Digitalization of all internal and external processes

Launch of a new self-service customer portal

Structuring customer service

Implementation of structured onboarding for employees

Measured impacts:

Reduction in operating costs (-15%)

Reduction in case processing times (-23%)

Reduction in the number of contacts per case (from 39% to 24%)

Improved payment rate from 80% to 86%

Treatwell

Group Operations Director

March 2021 | December 2022 - Barcelona

Lead a cross-functional business unit including content teams, CX, L&D and QA. The main task was to merge Treatwell and Uala operations (teams, processes, tools) and redefine the customer journey. Major work on team efficiency and productivity, by integrating all the tools (internal and external) and automating certain tasks as far as possible.

Key figures:

150 direct and indirect reports

10 million euros annual budget

Key achievements:

Merging completed

New customer journey

Most operational tools are integrated (internal & external)

Measured impacts:

Customer satisfaction improved from 84% to 88%

Repeat rate (from 1 to 2 bookings) has risen from 46% to 61%

Treatwell

Group Marketplace Content Director

March 2018 | March 2021 - Barcelona

Lead the department responsible for the online presence of Treatwell partner profiles on the marketplace. This is done through the in-house SaaS that the salons will use on a daily basis to manage their business. Define the Content strategy to drive growth to the business and the key objectives outlined at a departmental and company level. Includes optimization of the marketplace through keywords, filters, photography, descriptions, in order to have an optimal SEO and a constantly increasing conversion.

Key figures:

11 countries and 7 languages

Improved efficiency of profile creation from 3h to 50 minutes

Key achievements:

Implementation of a global strategy

Alignment of processes across the group

Increased conversion by 4 points

Automation of many tasks

Treatwell

Operations Director FR IT ES

July 2017 | March 2018 - Barcelona

Lead a cross-functional business unit including content teams and customer experience teams for France, Italy and Spain. The key challenge was to transform all the local teams into two large global teams across the group. The aim was to align processes, optimise the flow between the Sales team and Content and then Account Manager, the same between CX and AM and finally to rationalise resources so as not to have to increase FTEs in proportion to Treatwell’s growth. Start of the implementation of the self-service mentality for salons and customers.

Key figures:

Minus tens of thousands of outbound calls related to bookings received on the marketplace

Decrease in cancellations due to salons from 3.7% to 1.1%.

Key achievements:

2 new departments: CX and MC

Rollout or elimination of the shortened lead time for all markets.

Quality control implementation in FR IT ES for the content team

Treatwell

Operations Manager FR

September 2016 | June 2017 - Barcelona

Lead a cross-functional business unit including data entry team and customer service team for France. The key challenge was that both teams were brand new, with no structure, no process, no strategy, understaffed and the previous manager too junior. France was a baby market that had not yet had time to gain the experience needed to be stable. The first decisions were to hire the missing people and to implement all the fundamentals such as processes and flows. Numerous shadowings with local teams to have an overview. Decrease lead time on the marketplace to increase last minute bookings. This led to an explosion in the number of bookings, making France the 4th largest Treatwell market.

Key figures:

Increase in bookings for France 2 times higher than Treatwell.

Conversion rate increased by 2 in France

Cancellation rate of the salons divided by 2 in France

Key achievements:

France becomes the 4th largest Treatwell market

Lead time reduction

Rubycom

Sales Manager then Quality Manager

November 2015 | September 2016 - Barcelona

Initially lead the sales team for a French operator. Hiring and training the teams to achieve the sales targets. It quickly became clear that a quality department was needed between Rubycom and the operator. I took over this new position and implemented the entire quality process, followed by training for current employees and future recruits. Documentation of processes to ensure the efficiency and productivity of the teams. Setting up weekly calibration meetings with the operator.

Sellbytel

Team leader French EMEA - Apple

July 2013 | November 2015 - Barcelona

Led the French-speaking service and sales team for Apple’s online marketplace. Hired, trained and monitored each employee in the Barcelona and Valencia offices. Implemented quality monitoring especially for the peaks of activity in September (new product launches) and Christmas, as well as during the year for occasional launches. Permanent contact with the headquarters in Cork in order to have a constant feedback. Customer experience is a must at Apple and it was a privilege to be the guardian of it on a daily basis.

Decathlon

Department manager

June 2011 | May 2013 - Montpellier

Management of the swimming department regarding sales, stock, products, team.
Hiring, training and coaching the team on a daily basis.
KPI’s, meeting sales targets.
Creating marketing events / sports competitions. Animate the event for the whole shop with the microphones.

COS

Store Manager

January 2009 | May 2011 - Bruxelles

Managing the COS shop in Brussels Rue Neuve Hiring, training and coaching the team on a daily basis.
Administrative tasks, KPI’s, meeting sales targets, monitoring stock and shrinkage.
Customer service, understanding their needs, Merchandising
COS is a luxury brand. Taking 1 hour for a customer is normal.

2iAD

Founder

April 2007 | December 2008 - Paris

Experience of entrepreneurship in the field of personal assistance.
Creation of a businnes plan.
Integration of a business incubator to have follow-up and support.
Creation of a one-man business to teach and help individuals with computers.
Discovery of the challenges linked to the creation of a company.
Obtained a license from the Paris Police Headquarters for computer training.
Creation of marketing campaigns to target my clients.
Canvassing at home.

H&M

Floor Manager

September 2006 | March 2007 - Paris

Célio

Store Manager

October 2003 | July 2006 - Paris