Laura Dufour

Proven expertise in operations and project management in the training and education sector: -Implementation of performance measurement and monitoring systems, enabling data-driven decision-making and continuous improvement. -Project management: launch of 3 products, launch of 3 offers, B2B projects (+15) -Agile, kanban, Gantt, retroplanning -Management : Operations department and cross-functional team for training projects -Development of OKRs for operations team, aligned with organizational goals and industry trends -Process design and implementation -No-code automations (Airtable, Zapier) and APIs -Toolbox management -Process creation, optimization and implementation (training management and follow-up, onboarding, customers...) -Problem solving (blocker mapping, solution, implementation) -Ensure compliance with industry regulations and accreditation standards for all training programs (Qualiopi) -Capacity planning for trainers and facilities -Jira, Articulate, Trello, Confluence -Monitoring of new trends and innovations in the sector

-Project management: B2B (+15), launch of 2 products (launch + run + processes+ post mortem+ optimization), back office migration -Process creation and implementation (training management and follow-up, onboarding, customers...) -No-code automations (Notion, Zapier) -Ops toolbox management, tracking + other tools -Problem solving and proactively identify solutions to mitigate risks -Operational management of B2B and B2C training courses (Management of e-learning modules via the learning platform, Follow-up on the addition of participants to the appropriate modules, Animation of the online community) -Customer support management and development (Day-to-day management of customer queries, Creation of pre-established answers to improve response time, Creation of customer documentation to limit queries, Reporting) -Customer experience (Customer journey improvement, Customer satisfaction survey) -Management of cross-functional teams to implement learning programs -Capacity planning for trainers and facilities