Clémence Cassassolles
Client relationship, client experience, operations
Salaire / Taux journalier
Lyon, France
Freelance, ouvert au CDI
Peut venir sur site
Expertises
Langues
À propos
Introduction
Operations Director with 15+ years transforming customer experience and driving operational excellence across telecom, insurance, pharma, and education sectors. Led teams up to 70 people with €15M budgets, consistently delivering improved satisfaction scores and streamlined processes. Expert in optimization, project management, CRM and transformation strategies, based on human, processes and digital.
Expérience de travail
Continuous improvement, operational excellence and customer experience missions
Various companiesFreelance
oct. 2024 - Présent
2 ans 1 mois
Lyon, France
> UCLy (private university): implemented new satisfaction measurement tool (Sphinx); specificied needs for a global satisfaction evaluating system for teaching, skill acquisition, student journey > iSCOD online school for professional learning ("apprentissage"): interim management, audited and enhanced exams organization (multiple sessions every month) via a 6 month action plan and quickwins delivery (automation and AI)
Teacher for business&IT in International Business BTS
Diderot Education
oct. 2024 - Présent
2 ans 1 mois
Head of account relationship
Intrum
sept. 2020 - août 2024
4 ans
Lyon, France
Credit optimization and debt collection services - 4,000 B2B customers > Management of a team of 35 > In a context of technical complexity (EDI/API), ensure quick new business onboardings to accelerate the funnel and maximise turnover; contributed to turnover concretization following 1st year +36% > Maximize client satisfaction to secure retention: achieved 7.5 > Transformation program to enhance client's journey with Intrum
Customer Service Director
Viatris
janv. 2018 - juil. 2020
2 ans 7 mois
Région de Lyon, France
Leader of the generic market in France - 20,000 B2B customers > Management of 3 teams, 40 people, budget of €1.5M > Build the service DNA: reorganized CS team for more proximity with customers and sales reps, defined telesales team's objectives > Operationnal excellence: implemented an outscourced site and achieved 93% QoS, contributed to IT tools and commercial projects > Improve customer experience: implemented symmetry thinking and digitalization
Customer Care Director
Roole
juil. 2016 - oct. 2017
1 an 4 mois
92370 Chaville, France
Car engraving and extended insurance market in France, 1M B2C customers, B2B2C model > Management of 70 people, budget of €6M > Meet Roole's commitments towards its B2B customers > Delight Club Identicar members > Build internal and outsourced organization: achieved 93% QoS; NPS+2points (44 to 46)
La Poste TELECOM
janv. 2011 - juil. 2016
5 ans 7 mois
92370 Chaville, France
Outscourced Customer Center Manager
nov. 2014 - juil. 2016
1 an 9 mois
92370 Chaville, France
SFR - La Poste joint-venture, launched in May 2011 - 1.5M B2C customers > 4 contractors: 3 inshore sites, 3 offshore sites (Morocco), 170 customer reps > Management of a team of 8 > Contract and budget management > Customer Relationship Masterplan definition > KPIs management: QoS, NPS, etc; achieved 90% QoS whilst customer base increased +20%
Customer Process, Project and Data Manager
janv. 2011 - oct. 2014
3 ans 10 mois
92370 Chaville, France
SFR - La Poste joint-venture, launched in May 2011 - 1.5M BTC customers > Launch the new brand (May 2011) > Management of a team of 8 > Knowledge management: created processes for level 1 and level 2 (invoicing and technical support); contributed to NPS enhancement from -5 to 24 in 4 years > Customer Center IT tools: participated in CRM launch, in ACD launch, created a logistics follow-up tool > Contact forecasts > Data crunching
Program Manager
Virgin Mobile France
févr. 2010 - oct. 2010
9 mois
92300 Levallois-Perret, France
> Coordination of projects related to TELE2 Mobile integration within Omea Telecom Group
Tele2
avr. 2007 - janv. 2010
2 ans 10 mois
Sèvres, France
TELE2 Mobile - Project Management Officer
sept. 2008 - janv. 2010
1 an 5 mois
Sèvres, France
Telecom company, French subsidiary of Tele2 AB, Swedish Group - 500,000 B2C customers > Project portfolio management > Project Management methodology definition > Strategic project management
TELE2 Mobile - Logistics and Sales Administration Manager
avr. 2007 - août 2008
1 an 5 mois
Sèvres, France
Telecom company, French subsidiary of Tele2 AB, Swedish Group - 500,000 B2C customers > Management of a team of 7, budget of €5M > Flow monitoring > Service provider management: logistics, transport and printing > Project management for Customer Service perimeter
Orange
janv. 2000 - mars 2007
7 ans 3 mois
Paris, France
Supply Chain Manager
févr. 2006 - mars 2007
1 an 2 mois
Paris, France
Multimedia products: procurement for €400M/year
Logistics Project Manager
janv. 2000 - janv. 2006
6 ans 1 mois
Paris Area, France
Formation
KEDGE Business School
ISLI
1998 - 1999
1 an 1 mois
Université Paris Dauphine - PSL
Master’s Degree
1994 - 1998
4 ans 1 mois
Licences et certifications
Lean Management - green belt
Délivré le : juil. 2025