Olivier Mercuriot
Senior Operations Consultant | Customer Service
Salaire / Taux journalier
Lyon, France
Freelance, ouvert au CDI
Expertises
Langues
À propos
Introduction
COO & Interim Manager with 20+ years transforming operations across 30+ countries and McKinsey expertise. Led Pan-European logistics networks, founded award-winning African tech ventures, and delivered 40%+ growth for major e-commerce platforms. Specialized in international expansion, digital transformation, and operational excellence for rapid scaling.
Expérience de travail
Interim COO
ARC Europe FranceFreelance
déc. 2024 - Présent
1 an 11 mois
Lyon, France
CrossBorder activities (ADAC, ANWB and European clubs) B2B Activities (OEMs, Brokers, LCD, Customer Service) Breakdown and Garage Network Mobility (taxi and rental companies)
Consultant & Interim Manager
152IMPACTSFreelance
déc. 2023 - Présent
2 ans 11 mois
Paris, France
Consulting - Operations B2C & International development - M&A Missions carried out - AI/Voice start-up: market fit in Africa - ESN: seed support - BPO: M&A support - family office: strategic thinking in West Africa - B2C/B2B2C interim COO
CEO & Founder - KOTscan / nundi / KeyOpsTech
KeyOpsTech
juin 2017 - juil. 2023
6 ans 2 mois
Lyon, France
The digitalized network for mail delivery in Africa (KOTscan) Making shipment and delivery simple and easy (nundi) 2021 Postal Innovation Platform Last Mile innovation award 2019 Geopost innovation award #Africatech #ParcelTech #TechForGood Live in Côte d'Ivoire, Mali, Senegal and Ghana And some nice partnerships in Cameroon, Congo, Gabon, Niger and RDC
SVP International
Pickup
déc. 2012 - déc. 2017
5 ans 1 mois
Brussels Area, Belgium
Lead the development of the first integrated Pan-European parcelshops network, available for all the entities of Geopost (DPD, Chronopost, SEUR, ...) and also some networks outside Europe (DTDC in India, Barid-Al-Maghrib / Amana in Morocco, Jadlog in Brazil, ...).
COO (Logistics and Customer Services)
showroomprive.com
mars 2011 - déc. 2012
1 an 10 mois
Paris Area, France
Supply chain (3 warehouses, next day delivery, 10M items in permanent stock) Shipping accross Europe (5M+ orders in 2012 - Growth > 40%/yr) Customer services (call/email/chat/social, 6 languages, partially outsourced)
Potential LBO on a leasing car company
Car Marketing SystemFreelance
oct. 2010 - mars 2011
6 mois
Paris Area, France
SVP Customer Services
Outremer Telecom Group
oct. 2007 - oct. 2010
3 ans 1 mois
Paris Area, France
Customer services, technical support, cash management & back office at Mauritius (insourced) People at service points (Carribean Islands and la Réunion) Mobile after sales service, ADSL technicians (field services), ...
Service Operations Expert
McKinsey&Company
janv. 2006 - oct. 2007
1 an 10 mois
Paris Area, France
Service Operations expert . Designing a global service centers blue-print organization for a media and high tech company (London, 3 months) . Launching a Customer Experience team to improve Customer Satisfaction and complaints TAT (Dubai, 3 months) . Merging Fixed and Mobile customer care and starting service-to-sales, bundles triple play / quadruple play oriented (Prague, 5 months) . Supporting McKinsey teams on Customer Service transformation: Energy sector in Sweden (WFM pilot), Energy sector in Finland (Service to Sales), Bank in Taiwan (call center network transformation), in Hong Kong (call center diagnostic), in France (lean IT transformation), Car rental across Europe (call center network transformation), regional airport in Europe (pax handling), …
Sitel
oct. 2001 - déc. 2005
4 ans 3 mois
Casablanca Prefecture, Morocco
Managing Director - Morocco
juin 2004 - déc. 2005
1 an 7 mois
Casablanca Prefecture, Morocco
. Creation of the Moroccan Branch
Site General Manager - France
oct. 2001 - mai 2004
2 ans 8 mois
La Rochelle, France
. Site visited by Nicolas Sarkozy (Finance Minister) in April 2004 as an example of a great local success
VP Customer Services
OneTel
févr. 2001 - oct. 2001
9 mois
Paris Area, France
Skills: Customer Support · Teamwork · Team Leadership
VP Customer Relationship Management
houra.fr
oct. 1999 - mars 2001
1 an 6 mois
from scratch, setting up tools, processes and team to manage customers services
High potential pathway "Phileas"
Redcats
sept. 1997 - oct. 1999
2 ans 2 mois
6 months - Logistics ans Customer services @ Redoute Portugal 6 months - Assistant to the Group COO @ REDCATS 12 months - Head of Call Centers @ La Maison de Valérie
Formation
IAE Paris - Sorbonne Business School
MBA
1996 - 1997
1 an 1 mois
Arts et Métiers - École Nationale Supérieure d'Arts et Métiers
Engineer's Degree
1993 - 1996
3 ans 1 mois