December 2024 to July 2025

This was a 6-month fixed-term position as a product manager dedicated to the continuous improvement of SFR Cloud. The mission aimed both to evolve the product and to develop its usage and visibility to support sales growth. A key objective was also to better understand customer expectations and needs in order to respond appropriately. A satisfied customer naturally becomes an engaged user... and the best ambassador for the product.

Responsibilities:

• Responsible for the roadmap, reporting, and managing relationships with vendors
• Propose a commercial development plan for the product
• Increase the number of active SFR Cloud users
• Continuously optimize the customer experience
• Ensure customer satisfaction & NPS
• Customer lifecycle planning

Results:

I managed the product roadmap end-to-end, closely coordinating with the external development vendor. This collaboration enabled the launch of strategic features such as Genius, the integrated AI, and storage sharing between accounts within the same Customer Space, strengthening the product’s value and usage.

I was heavily involved in optimizing the customer experience by continuously analyzing user satisfaction through feedback published on app stores (Google Play and Apple Store). By cross-referencing this feedback with KPI analysis, I implemented targeted actions to improve adoption, usage, and the product’s commercial performance over the last six months.

I designed and deployed a dashboard centralizing key KPIs, accompanied by weekly reporting for management, which improved visibility into product performance and facilitated strategic decision-making.

I also wrote specifications for social media advertising campaigns to promote SFR Cloud. This initiative contributed to a 10% increase in monthly Cloud usage.

October 2022 to September 2024

I held a 24-month apprenticeship role focused on continuous improvement of customer processes. My role followed a Process Ownership approach, aimed at ensuring the quality, reliability, and coherence of all customer interactions.

I received, analyzed, and handled issues raised by business teams, assessed operational impacts, and proposed durable solutions adapted to field constraints and business objectives. I worked closely with different teams to streamline customer journeys and improve the effectiveness of existing mechanisms.

I updated, structured, and enriched knowledge base articles, ensuring clarity, compliance, and accessibility for operational teams. I also wrote and deployed detailed procedures for new tools and processes as well as for optimizing existing ones.

I autonomously tracked and analyzed KPIs related to about twenty marketing mechanisms, in collaboration with Intelcia, the customer relations vendor. This monitoring allowed me to evaluate performance, identify gaps, anticipate issues, and recommend concrete improvements to request handling and service quality.

Responsibilities:

• Process documentation
• Meeting facilitation
• Creating communication materials
• Designing reporting tables
• Digital transformation

Results:

I led cross-functional projects involving multiple teams from scoping to production. I designed, structured, and optimized customer-oriented business processes while managing internal and external communications related to these projects.

I performed in-depth diagnostics of customer journeys and operational practices to identify friction points, risks, and improvement areas. From these analyses, I created dashboards based on relevant KPIs to monitor performance, quality, and process compliance.

As part of optimizing SFR Business customer processes, I helped improve request handling, secure and verify confidential data, and prevent identity fraud. I contributed to structuring and delivering training for customer service agents to strengthen client protection and reliability of exchanges.

I produced communication materials for SFR Business and Intelcia employees to disseminate process changes, best practices, and operational instructions. These were deployed as clear, user-friendly articles in a centralized knowledge base (SFRnCo), facilitating adoption on the ground.

I also designed HTML/CSS mockups focused on user experience to continuously improve tools and interfaces used by customer service agents. These mockups aimed to simplify workflows, reduce errors, speed up handling, and ultimately improve operational performance and customer satisfaction.

October 2021 to September 2022

During this 12-month apprenticeship, I was responsible for designing and building several websites for a group of publicly contracted private schools. I managed all steps from needs analysis with teaching teams to website deployment, delivering clear, accessible platforms adapted to families’ needs.

I also initiated and structured the schools’ presence on social networks: defining editorial directions, creating accounts, establishing visual identity, and producing regular content to increase local visibility and awareness.

The main goal was to showcase pedagogy, school life, and key events through posts highlighting educational projects, activities, and daily life to give families a concrete view of the schools and help them make informed enrollment choices.

Responsibilities:

• Create showcase websites
• Manage SEO
• Work remotely and manage time
• Manage and create media content
• Manage social profiles
• Project management

Websites:

• Publish articles
• Update site content
• Propose and suggest logos, colors

Digital communication:

• Propose a graphic charter
• Manage and animate social networks
• Communicate about school activities
• Self-learning and tech watch
• Create and manage events
• Set up a LinkedIn page

Project management:

• Organize meetings
• Lead Q&A sessions
• Gather requirements and take notes
• Present digital communication proposals
• Present new website designs

Results:

I led the overall communication strategy, designing channels and materials. I built two websites, created and animated social networks, and supported staff in content management.

I built sites using WordPress with the Divi theme and Divi Builder to produce ergonomic, modern, and easy-to-manage pages. I worked on structure, content architecture, and visual identity to achieve a professional, coherent result similar to a previous overhaul of the Saint-Adjutor site.

I also produced digital communication assets for social networks and physical materials for events and institutional communication: banners, flyers, business cards, greeting cards, registration brochures, and programs. I ensured message and visual consistency across all supports.

I organized and managed ticketing for a charity event for the Petits Princes Association to collect donations supporting children’s care. I handled operations, communication, and follow-up.

Finally, I planned and ran daily social media activity with an editorial calendar, producing posts and stories around key moments—graduations, Christmas market, school trips, guest speakers, and institutional events—to boost visibility, engagement, and the school’s profile.

Since January 2019

I managed and animated international user communities, responding daily to questions, moderating discussions, and supporting users in their use of various Google products. My role required a constant presence to maintain a healthy, constructive community while ensuring a high-quality user experience.

I conducted in-depth diagnostics of technical and functional issues, analyzing user situations to provide clear, structured, and educational responses. I handled support tickets while strictly following Google policies and best practices, aiming to resolve issues effectively and empower users long-term.

I regularly reported structured user feedback, including bug reports, improvement requests, emerging needs, and trends observed in communities. These reports were shared with product teams and contributed to continuous improvement and feature evolution.

I also created and published educational content such as guides, tutorials, and how-to articles to help users at all levels. These resources aimed to simplify product adoption and reduce recurring friction points with accessible, solution-oriented explanations.

Finally, I participated in international Product Expert events—beta testing, workshops, and direct exchanges with Google teams—contributing to product monitoring and strengthening coordination between communities and internal teams.

2015 to 2025

I moderated and animated online communities to maintain a healthy, helpful environment. I ensured strict compliance with community rules while fostering constructive and supportive interactions to build trust and engagement.

I developed advanced customer service skills, handling user requests related to Microsoft products with precision and care. My approach combined active listening and empathy to understand complex or sensitive issues and provide clear, effective responses.

I provided quick incident resolution for technical and administrative issues and maintained personalized follow-up per user to ensure satisfaction and continuity of service, even in high-stakes situations.

I communicated directly with key partners, including Microsoft, to escalate complex cases, coordinate stakeholders, and speed up solution implementation. This included handling sensitive issues like double billing, access difficulties, or account blocks requiring specific interventions.

Lastly, I analyzed user feedback to identify trends, main pain points, and priority improvement areas, offering Microsoft actionable insights to anticipate and enhance services.

2015 to 2022

I created, wrote, and published helpful and accessible content—articles, practical guides, and tutorials—to improve understanding of SFR offers and services. These materials aimed to reduce recurring issues and help users better grasp how an offer, device, box, or related services work, increasing their autonomy.

I collaborated continuously with Community Managers by sharing field insights, analyzing frequent user problems, and proposing concrete improvements. This cross-functional work aligned community actions with operational priorities and real customer expectations.

I also participated in beta programs with product teams to detect bugs, provide detailed qualitative feedback, and optimize features before launch, contributing to improved stability, clarity, and overall user experience.