1.0https://fleurendoua.comadmin8805https://fleurendoua.com/index.php/author/admin8805/rich600338<blockquote class="wp-embedded-content" data-secret="Sk7eSHyPDJ"><a href="https://fleurendoua.com/index.php/resume/">Resume</a></blockquote><iframe sandbox="allow-scripts" security="restricted" src="https://fleurendoua.com/index.php/resume/embed/#?secret=Sk7eSHyPDJ" width="600" height="338" title="« Resume » — " data-secret="Sk7eSHyPDJ" frameborder="0" marginwidth="0" marginheight="0" scrolling="no" class="wp-embedded-content"></iframe><script> /*! This file is auto-generated */ !function(d,l){"use strict";l.querySelector&&d.addEventListener&&"undefined"!=typeof URL&&(d.wp=d.wp||{},d.wp.receiveEmbedMessage||(d.wp.receiveEmbedMessage=function(e){var t=e.data;if((t||t.secret||t.message||t.value)&&!/[^a-zA-Z0-9]/.test(t.secret)){for(var s,r,n,a=l.querySelectorAll('iframe[data-secret="'+t.secret+'"]'),o=l.querySelectorAll('blockquote[data-secret="'+t.secret+'"]'),c=new RegExp("^https?:$","i"),i=0;i<o.length;i++)o[i].style.display="none";for(i=0;i<a.length;i++)s=a[i],e.source===s.contentWindow&&(s.removeAttribute("style"),"height"===t.message?(1e3<(r=parseInt(t.value,10))?r=1e3:~~r<200&&(r=200),s.height=r):"link"===t.message&&(r=new URL(s.getAttribute("src")),n=new URL(t.value),c.test(n.protocol))&&n.host===r.host&&l.activeElement===s&&(d.top.location.href=t.value))}},d.addEventListener("message",d.wp.receiveEmbedMessage,!1),l.addEventListener("DOMContentLoaded",function(){for(var e,t,s=l.querySelectorAll("iframe.wp-embedded-content"),r=0;r<s.length;r++)(t=(e=s[r]).getAttribute("data-secret"))||(t=Math.random().toString(36).substring(2,12),e.src+="#?secret="+t,e.setAttribute("data-secret",t)),e.contentWindow.postMessage({message:"ready",secret:t},"*")},!1)))}(window,document); //# sourceURL=https://fleurendoua.com/wp-includes/js/wp-embed.min.js </script> Product Manager – Efficiency &Automation September  2025 – today Mission: Improve the performance and productivity of internal team Define product strategy and vision for internal tools to drive operational efficiency across Customer Support, Sales, Legal, & Finance teams. Identify operational friction points through user interviews, workflow analysis, and audits of existing tools (Zendesk, HubSpot, Back-office) Automate business processes between Zendesk and internal systems by configuring webhooks and REST API calls (via N8N) ; 8 tool prototypes and AI use cases delivered; Lead change management including communication, support, training and user onboarding Prioritize the backlog (user stories, acceptance criteria, GDPR compliance) and lead delivery with Tech, Data, and UX teams (2 developers) Define KPIs (adoption, usage, performance, satisfaction), monitor impact, and drive continuous iterations (CSAT: 85% | SLA: 86%| Deflection: 32%) Managed relationships with SaaS vendors and software providers, supporting make-or-buy decisions Product Manager – Chatbot January 2025 – July 2025 Mission: Optimize customer experience and reduce contact rate through a Gen-AI powered chatbot Define and lead the chatbot strategy (NLP, automation) in collaboration with the technical provider, Product and Customer Service Teams Design, configure and deploy conversational flows using no-code platform: technical integration, creation of intents / entities, QA testing, UAT and production release Monitor and steer key KPIs: +99.000 contacts handled, 78% satisfaction rate, and bounce rate improvement from 6.2% to 4.2% Report directly to VP Customer Service and manage cross-functional projects to align AI initiatives with operational performance Product Manager – Marketing Operations  June 2023 – December 2024 Mission: Build a unified marketing platform » initiative for 5 brands (Immoweb, Immowelt, Immonet, SeLoger, Meilleurs Agents) across 3 countries (Belgium, Germany & France) Lead the discovery (product and data) of 35 B2B & B2C marketing usecases to optimize CRM marketing performance (user interviews, data research, product testing) Manage the design, launch and performance of MarTech solutions from SalesForce Marketing Cloud Define and analyze KPIs (+ 1.2M daily emails sent in Belgium, 5% growth in open-rate) Manage communication with stakeholders (LeadGen, CRM, Data) & report to Head of Product, ensuring alignment with company strategy and goals. Handle content and campaigns implementation of SalesForce Marketing & Data platform to increase lead generation and conversion rates (around 2.2M daily recipients). Build and monitor product roadmap, prioritize backlog and manage delivery of 2 teams of 7 people in agile. Conduct product and data discovery: deployed +30 B2B & B2C marketing use cases. Mission:  Conduct GenAI lab for innovative Proof-Of-Concepts for internal products Manage POCs (proof-of-concepts) projects: automated tests, SEO, LLM leaderboard… Ensure daily & monthly communication with internal AI community through newsletters and retrospectives. Facilitate meetings with external stakeholders (startups, AI partners) and challenge project’s outcomes. Product Builder – Innovation Projects – Bot Factory June 2020 – May 2023 Mission: Designed the user and conversational experience of virtual assistants (chatbot, voicebot) Developed product and conversational roadmaps and worked with cross-functional teams including developers, UX/UI designers, Legal and Marketing. Successfully launched 2 conversational assistants, managing over 200,000 monthly interactions, and delivering +50 new features Collaborated with data teams to monitor analytics and customer feedback, conducting user research to uncover critical insights Achieved a 5% reduction in churn rate and increased customer satisfaction rating score by 1.5 points Provided senior management with recommendations across various functions, including customer care, resulting in a 40% decrease of callback rates Senior functional consultant – IT Service Excellence in EMEA Market January 2019 – June 2020 Product Owner on innovation projects (Artificial Intelligence and Robotic Process Automation) ·       Headed prospection on about Chatbot and RPA projects: resulted on 5 fixed contracts (La Poste, Carrefour, Adecco, Société Générale, RCIBank) Product Owner – Chatbot Expertise Center June 2020 – May 2023 Mission: Led the product lifecycle and business development of the internal chatbot ‘YODA – Your Own Digital Assistant’ Maintained the product’s backlog through prioritization, wrote user stories for features optimization and monitored tests Managed developers’ team of 10 persons in France and India Conducted the business development of the service offer: +10 new clients in 6 departments and increased entity revenue by 15% Education 2016 – 2018  Sciences Po Paris | Master’s Degree Marketing and Market Insights – School of Management and Innovation   2007 – 2015   Université de Cocody | Bachelor’s & Master’s Degree DEA in Linguistics (one -year degree before postgraduate studies) Master’s degree in Linguistics   Bachelor’s degree in Linguistics Certifications Project Management   Project Management Professional (in progress)    Professional Scrum Master – PSM              Professional Scrum Product Owner – PSPO Google Project Management Digital Marketing Analytics in Theory – University of Illinois at Urbana- Champaign Conversational    Designing AI Assistant ( Conversation Design Institute)  Foundations of UX Design RPA Business Analyst (UIPath)​ AI using IBM Watson – IBM Skills Network Virtual Agent (ServiceNow) Postman API Skills & Expertise Project Management Product Management  Communication  Digital Marketing  Conversational Design Strategic planning                                Agile Methodologies   Product Lifecycle Management Cross-functional leadership   Roadmap planning   Communication and stakeholder management Problem solving and Innovation Data-driven decision making   Intégration API (REST) & compréhension des flux SI PHONE +33667368654 EMAIL allua.ndoua@sciencespo.fr  FOLLOW ME Linkedinhttp://fleurendoua.com/wp-content/uploads/2026/04/5c701734a422440001d2ba3e-198x149-1x.jpg