Claire CHEVILLOT

Designed and implemented company-wide data governance strategy as part of the Data Science & Analytics team: - Trained employees in data culture, catalog usage, and visualization tools - Implemented role-based access control for dashboards, ensuring tailored permissions for teams - Developed a quality standards contract for continuous improvement in DE and DA teams - Defined automated testing criteria for large-scale dataset cleansing and daily alerts - Enhanced Data Warehouse and Datamart, adding new aggregated datasets - Led external data access management, securing data access for partners - Established and led a Data Ambassador network - Assisted in standardizing data exchanges by defining data contracts for dev teams - Mapped and documented datasets in a data catalog tool for improved accessibility Analyzed data and developed dashboards for product and business teams: - Created dashboards for the Product, Devs, CSM and Business Analysts teams, and for external partners - Conducted end-to-end customer acquisition funnel analysis, optimizing the contact strategy - Led a product usage analysis, resulting in feature redesign and business model revision - Retrieved and validated critical data for executive board support during a fundraising round - Developed Python connector to automate financial data integration into the DataHub

Managed and resolved customer tickets in a highly technical cybersecurity environment as part of a small support team (3 people): - Developed and implemented support processes, including ticket lifecycle management, automated responses, and ticketing tool benchmarking - Handled day-to-day ticket resolution through technical investigations, log analysis, and code examination - Built strong relationships with engineering teams to enhance both technical and functional knowledge - Contributed to the knowledge base, creating a self-service client Help Center to empower users - Optimized the recruitment and onboarding process, hiring and training new support team members During my time at CybelAngel, I also gained exposure to various other roles within the company, including working as a part-time QA Tester for 4 months

As part of a 7-member team, I provided support for French, American, and Asian customers (B2B/B2C), handling requests across multiple software platforms: - Managed client requests from initial contact (via phone or email) to final resolution - Provided remote assistance, guiding clients through product usage and troubleshooting - Conducted advanced technical diagnostics, including trace and log analysis, incident reproduction, and solution implementation - Collaborated with remote field teams (subsidiaries abroad) to support international clients - Worked closely with R&D teams to address new feature requests and resolve product bugs - Communicated in English, both orally and in writing, to provide clear support - Contributed to documentation and knowledge base improvement - Actively participated in continuous improvement processes within an Agile (SCRUM) environment Key skills developed: - Autonomy, prioritization, and responsiveness. - Adapted communication style depending on the audience (end-users, technicians, developers) - Crisis management and working effectively under pressure - In-depth technical knowledge across various domains (databases, networking, printing, cluster architectures, etc.) - Strong teamwork, collaboration, and maintaining a positive work atmosphere Technical environment • Windows Server 2003, 2008, 2012 • Web Services, Cloud Computing • Active Directory, LDAP • IIS, Exchange • MaxDB administration, SQL Server 2008 • Fax and FoIP • Javascript, HTML, VBScript • Salesforce.com

Scrum Master for a 7-member support team, facilitating Agile ceremonies and enhancing team operations to ensure high performance - Provided Agile leadership to ensure smooth execution of Scrum ceremonies - Removed obstacles to maintain team productivity and progress - Coordinated effectively with cross-functional teams to align priorities and goals - Fostered clear and open communication within the team and with stakeholders - Monitored and supported team health and well-being, promoting a positive work environment

- process, workflows and tools implementation - Change management - Client reporting and KPIs

- Track the activity and performances (team of 2) - Handle incoming tickets - Technical investigation of the issues - Phone calls and emails

- technical and functional design - Development and testing (PROGRESS language)