
Timeline
About me
Senior Project Manager - Passionate about project management, I have led strategic ERP and CRM implementation, Change Management and Performance Improvement projects.
Education

Académie européenne de coaching
2024 - 2025Professional and personal maser coach coaching, personal development graduated◆ Support individuals through comprehensive coaching◆ Create a SMART action plan as part of the coaching process◆ Analyze and address the coachee's obstacles◆ Assist individuals in career transitions◆ Identify and leverage the coachee's talents and strengths◆ Develop the coachee's self-confidence and self-esteem◆ Facilitate changes◆ Conduct a motivation interview (motivation tool)◆ Diagnose stress and its factors, and provide recommendations to address it◆… Show more ◆ Support individuals through comprehensive coaching◆ Create a SMART action plan as part of the coaching process◆ Analyze and address the coachee's obstacles◆ Assist individuals in career transitions◆ Identify and leverage the coachee's talents and strengths◆ Develop the coachee's self-confidence and self-esteem◆ Facilitate changes◆ Conduct a motivation interview (motivation tool)◆ Diagnose stress and its factors, and provide recommendations to address it◆ Support professional and/or personal change Show less

Xl formation
2014 - 2014Green belt lean six sigma project management graduated◆ Implement a Green Belt project using the DMAIC cycle◆ Practice with the Lean Six Sigma tools◆ Exercise the role of “Lean 6 Sigma referent” within your company◆ Lead Yellow Belt projects

Lycée gérard de nerval, luzarches (95)
1988 - 1989English-german-spanish diploma international business relationships graduated◆ Foreign languages and cultures

Cnam
2004 - 2005Dese - diploma in high economic sudies trade and international markets graduated◆ Financial international operations◆ Transport and logistics◆ Management

Université sorbonne nouvelle
1989 - 1993Licence lea foreign languages english-german economy and international relationships graduated◆ Knowledge of the legal and institutional framework of international trade/Corporate management/Marketing/Intercultural management ◆ Corporate strategy/Commercial negotiation: listening and argumentation techniques to support the sale

Ort france
1993 - 1994Bts bilingual executive secretary - english administration and secretary graduated◆ Ensures smooth and efficient communication between different hierarchical levels and departments, as well as with foreign partners and customers◆ English facilitates international exchanges and contributes to the company's global expansion.
Experience

Manutan
Jan 2000 - Nov 2016◆ Establish a detailed forecast of incoming/outgoing flows to enable resource sizing and optimization for the call center (approximately 90 agents)◆ Create and analyze data (business reports)◆ Monitor incoming calls and Back Office activities in real time to provide recommendations to team managers◆ Create an annual workload plan and send flow forecasts to external service providers◆ Design process improvements to enhance team performance◆ Support users through organizational changes Show less
Customer Service Planning Manager
Oct 2015 - Nov 2016Back Office Export Manager
Jan 2000 - Sept 2015

Office depot
Dec 2016 - Aug 2020◆ Provide operational management of all call center activities (60 positions) ◆ Supervise and monitor the skills development of 4 managers (coaching, assessment, training), set objectives and implement action plans ◆ Participate in the reorganization of the department (audit of teams and work processes, search for productivity gains and deployment of multi-skilling)◆ In charge of relations with external service providers ◆ Create and analyze data, design reports (KPI, budget)◆ Monitor productivity in real time to provide team managers with recommendations◆ Develop a transformation strategy aimed at implementing cross-functional skills in Pre-Sales and Post-Sales within the Customer Relationship Management department (current assessment, HR review, training plan, inbound call planning, activity management, monitoring indicators)
Customer Service Activity Manager
Apr 2019 - Aug 2020Customer Service Planning Manager
Dec 2016 - Mar 2019

Contentsquare
Sept 2020 - Jun 2024Senior project manager◆Coordinate project design (customer needs, functional specifications, budget, user tests, deliverables, objectives...) ◆ Frame the project and plan human, technical and financial resources ◆ Identify malfunctions and make adjustments ◆ Organize and lead follow-up meetings ◆ Liaise with external service providers ◆ Develop continuous improvement strategies
Licenses & Certifications
- View certificate

How to stop wasting time in meetings
LinkedinAug 2021 - View certificate

Project manager burnout: recognizing, disrupting, and reversing
LinkedinOct 2022 
Activité physique et séniors
Cap'formations sportDec 2024- View certificate

Nano tips to enhance your communication with shadé zahrai
LinkedinFeb 2023 
Les essentiels de l’intelligence émotionnelle
Ifod - école des métiers du coaching et de l’accompagnementApr 2025- View certificate

Career wellness nano tips with shadé zahrai
LinkedinJan 2023 - View certificate

Transitioning from waterfall to agile project management
LinkedinSept 2021 - View certificate

Project management: solving common project problems
LinkedinJun 2021
Languages
- anAnglais
- alAllemand
- esEspagnol
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