Lisbon Metropolitan Area
I grew up in Martinique — a small, warm island that taught me everything about people, and almost nothing about how big the world really was. So I left to find out. That instinct — to step into the unknown and build something there — has shaped every chapter since: Sciences Po, a year learning languages across South America, five years in Colombia, and now a decade in global customer experience. Today, as Associate Director of Global Operations at Concentrix, I lead operations for retail, e-commerce and tech brands across 14 international markets — a $20M P&L and 800+ people. My work lives where strategy meets humans: turning after-sales and CX challenges into measurable performance, through teams that actually trust each other. What I've learned leading across three continents is simple: authentic leadership isn't a style — it's a discipline. People don't follow frameworks; they follow leaders who tell the truth, serve before they perform, and build trust on purpose. I work in four languages (French, English, Spanish, Portuguese) — but the real bridge-building happens in how you listen. Outside of work, I teach couple dances, because movement, like leadership, breaks down the walls we build around ourselves. If you're scaling teams across cultures, transforming a CX operation, or just want to talk leadership done honestly — let's connect.
I lead global operations and transformation for retail, e-commerce and technology brands — a $20M P&L across 15+ markets and 800+ specialists. > Lifted gross margin to ~54% by re-engineering the financial and delivery model. > Consolidated site-by-site operations into one accountable global organization through a 10-principle delivery playbook and global + local governance. > Built global operating cells from scratch — Workforce Management, Real-Time Management, Training & Quality — standardizing delivery across all markets. > Expanded the delivery footprint across Sub-Saharan Africa, near-shore Europe and far-shore Latin America. > Driving AI-enabled transformation: deployed quality analytics (IX Hero), agent coaching (Alba) and automation across operations — delivering QA +10 pts and NPS +11 pts. > Focused on turning emerging technology — Conversational AI, GenAI, automation — into measurable operational and customer-experience impact. At the core, I act as a client sponsor—building strong relationships, championing success, and ensuring value delivery across every market we serve.
Delivering high-impact CX and data-driven solutions for global high-tech & e-commerce clients — $15M P&L across 15+ markets. > Led 500+ advisors across regions, ensuring performance excellence and KPI alignment > Partnered with senior stakeholders to define global strategy and drive AI-enabled transformation > Strengthened performance management through advanced data analytics and BPO expertise > Built a culture of continuous improvement, quality, and knowledge sharing > Reduced late-response rate from 17% to 2% (2022–2024) via AI translation, enabling rare-language coverage and peak absorption > Deployed AI training & QA tooling (agent roleplay sandbox, Clarity noise reduction – 250 seats) + centralized knowledge base → improved AHT & consistency > Designed demand-driven workforce models across multilingual, multi-site operations
Led CX operations for international accounts from Lisbon (Claims, Refunds, Partner Management), managing a team of 100+ specialists. > Scaled scope from ~$0.5M to ~$3.5M through value-driven solutions and strong client partnerships > Owned full P&L: billing, forecasting, and cost control > Built high-performing teams through coaching, conflict resolution, and strong operational leadership > Led end-to-end project implementation, aligning delivery with client needs, budgets, and deadlines > Identified growth opportunities (sizing, pricing) and drove production optimization initiatives
Promoted French higher education across Colombia as part of France's soft-power strategy. > Led Destino Francia, France's flagship education fair (4,200+ visitors) and 280+ university conferences. > Grew annual Colombian student mobility to France from 1,500 to 2,200 (+47%) through webmarketing, public-speaking campaigns and institutional partnerships.
Responsable des activités culturelles du Projet "Centre COMParte". Animation du réseau des acteurs locaux autour du "Centre COMParte". Appui au projet de confection textile « Creaciones COMParte ». Recherches et candidatures à différentes sources de financements.
- Assisting lawyers during trials regarding crimes against humanity ("Plan Condor" Case). - Organizing actions of solidarity with political prisoners. - Representing the League at the "Forum for Peace in Colombia" in Brazil, May 2013.