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Florence Directrice Customer Care et Support Clients
1430 € HT par jour
Disponibilité : Dispo : Maintenant
Disponible en part-time: Oui

Profil mis à jour le : 12/10/2021
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1430 € HT/j
Disponibilité : Dispo : Maintenant
Mobile en france: Non

Note Globale    


54 ans


Directrice Customer Care et Support Clients

Expériences professionnelles



Director of Customer Care and Support

Nov 2019 - Aujourd'hui

Believe is the world's leading digital distributor of independent music. Believe allows independent artists and labels to distribute and promote their works on numerous platforms in France and abroad

  • Structuration of a multi-cultural international department (France, Germany, Italy, Spain, China, Indonesia, Thailand, India, East of Europe, Hungary, Canada, US etc.): 50+ team members, with 4 direct reports
  • Development of a customer care approach
  • Process automation to free time and focus on customer relationship
  • Recruitment
  • Implementation of a collaborative Knowledge Management system
  • Design, implementation and analysis of KPIs


Director of Customer Support EMEA

Mai 2019 - Sep 2019

Software editor, global leader in SaaS treasury and risk management solutions

Change management of a multi-sites department - 20 ppl.

  • Design of a new department structure in small and more specialized teams to increase agility
  • Implementation of a collaborative Knowledge Management system
  • Design of dashboards to control backlogs
  • Recruitment
  • Customer care development: on-site visits, regular meetings, custom reports


Head of Customer Support Level 2

Jan 2018 - Avr 2019

RETAIL Multi Channel Services Department, a global payment platform for enterprise retailers, 24/7

Change management of an international department (France, UK, Spain, Australia) - 12 ppl.

  • Implementation and optimization of support processes and indicators (SLA, KPI)
  • Real-time major platform incidents protocol
  • Planning of working hours (24/7, on-duty)
  • Design of real-time dashboards and display screens for tracking ticket activity : assignment,productivity, process consistency
  • Coaching and support of the team members in the change management
  • Creation of a Knowledge Base with problem-solving methodologies, tools, 'How to' articles
  • Optimization of recruitment process, recruitment, creation of training programs for new joiners
  • Development of a close collaboration with the R&D Squads with introduction of OLA


Director of Technical Support

Jan 2005 - Jan 2018

Software editor of source code analysis and software risk prevention

Creation and management of a multi-site department (India, Europe, United States, China) - 18 ppl.

  • Support customers :
    • 300 international customers: IT services companies, banks, insurance companies, public services, mobile operators ...
    • 3000 incidents a year
    • 96% satisfied customers
    • Respect of SLAs
    • Implementation of a Help Center
    • Editing and publication of a Technical Knowledge Base for problem solving - 2000 articles
    • Production of 60 service packs on 12 functional versions
    • Support of up to 4 functional versions in parallel
  • Secure and make the teams more reliable:
    • Specialization of engineers by product components, implementation of 2 levels of support
    • Visits to offshore teams (India) to maintain their motivation
    • Recruitment, technical training of engineers, management of career changes
    • Management of team managers and local manager
  • Simplify the engineers work:
    • Automation of repetitive tasks
    • Development of tools to help the investigation of problems
    • Setting up processes
    • Monitoring and measurement of productivity and quality: dashboards

La Défense

Technical Support Manager

Jan 2004 - Jan 2005

Software editor of an online translation solution

2 ppl.

  • Simplify processes
  • Clean up the current ticket database
  • Contribute to the Quality team's test plans



Jan 2000 - Jan 2004

Service company in engineering and technology consulting

Key Roles and Clients :
Helpdesk Engineer: project at Renault, Villiers-Saint-Frédéric (78)

  • Software Developer: project at Renault, Boulogne (92).
  • Software Developer: project for Canal + Technologies at Alten, Boulogne (92)
  • Software Developer: project at Canal + Technologies, Paris Montparnasse. Interactive Application Development department. Development of graphical user interfaces and API


Software engineer

Jan 1996 - Jan 2000

Cambridge, UK

Software editor for solid modeling

25 ppl dept.

Unigraphics edits the Parasolid engine, integrated into many CAD programs: Unigraphics, SolidWork, SolidEdge, ComputerVision

  • Manage product evolutions for General Motors, General Electric, Opel, Boeing, Fujitsu
  • Design and develop new modules
  • Maintain software


Postdoctoral Researcher

Jan 1995 - Déc 1995

Physics Department of University of Essex, UK

  • interaction of a femtosecond laser pulse with a solid target
  • Physics of high-temperature plasmas



1994     Paris VI - PhD Physics



Anglais : Niveau avancé