{"id":19,"date":"2026-04-22T08:40:14","date_gmt":"2026-04-22T08:40:14","guid":{"rendered":"https:\/\/fleurendoua.com\/?page_id=19"},"modified":"2026-04-22T21:01:34","modified_gmt":"2026-04-22T21:01:34","slug":"resume","status":"publish","type":"page","link":"https:\/\/fleurendoua.com\/index.php\/resume\/","title":{"rendered":"Resume"},"content":{"rendered":"\t\t
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Product Manager \u2013 Efficiency &Automation<\/span><\/strong><\/h6>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t
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September\u00a0 2025 – today<\/p>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t

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Mission: Improve the performance and productivity of internal team<\/h2>\t\t\t\t<\/div>\n\t\t\t\t
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  • Define product strategy and vision for internal tools to drive operational efficiency across Customer Support, Sales, Legal, & Finance teams.<\/p><\/li>

  • Identify operational friction points through user interviews, workflow analysis, and audits of existing tools (Zendesk, HubSpot, Back-office)<\/p><\/li>

  • 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<\/p><\/li>

  • Prioritize the backlog (user stories, acceptance criteria, GDPR compliance) and lead delivery with Tech, Data, and UX teams (2 developers)<\/p><\/li>

  • Define KPIs (adoption, usage, performance, satisfaction), monitor impact, and drive continuous iterations (CSAT: 85% | SLA: 86%| Deflection: 32%)<\/p><\/li>

  • Managed relationships with SaaS vendors and software providers, supporting make-or-buy decisions<\/p><\/li><\/ul>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t

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    Product Manager \u2013 Chatbot<\/span><\/h3><\/div>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t
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    January 2025 – July 2025<\/span><\/div><\/div>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t
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    Mission: Optimize customer experience and reduce contact rate through a Gen-AI powered chatbot<\/h2>\t\t\t\t<\/div>\n\t\t\t\t
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    • Define and lead the chatbot strategy (NLP, automation) in collaboration with the technical provider, Product and Customer Service Teams<\/li>

      • Design, configure and deploy conversational flows using no-code platform: technical integration, creation of intents \/ entities, QA testing, UAT and production release<\/p><\/li>

      • Monitor and steer key KPIs: +99.000 contacts handled, 78% satisfaction rate, and bounce rate improvement from 6.2% to 4.2%<\/p><\/li>

      • Report directly to VP Customer Service and manage cross-functional projects to align AI initiatives with operational performance<\/p><\/li><\/ul><\/li><\/ul>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t

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        Product Manager – Marketing Operations\u00a0<\/span><\/h3><\/div>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t
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        June 2023 – December 2024<\/span><\/div><\/div><\/div><\/div>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t
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        Mission: Build a unified marketing platform\" initiative for 5 brands (Immoweb, Immowelt, Immonet, SeLoger, Meilleurs Agents) across 3 countries (Belgium, Germany & France)<\/h2>\t\t\t\t<\/div>\n\t\t\t\t
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        • 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<\/p><\/li>

            • Define and analyze KPIs (+ 1.2M daily emails sent in Belgium, 5% growth in open-rate)<\/p><\/li>

            • Manage communication with stakeholders (LeadGen, CRM, Data) & report to Head of Product, ensuring alignment with company strategy and goals.<\/p><\/li>

            • Handle content and campaigns implementation of SalesForce Marketing & Data platform to increase lead generation and conversion rates (around 2.2M daily recipients).<\/p><\/li>

            • Build and monitor product roadmap, prioritize backlog and manage delivery of 2 teams of 7 people in agile.<\/p><\/li>

            • Conduct product and data discovery: deployed +30 B2B & B2C marketing use cases.<\/p>

              • Mission:\u00a0 Conduct GenAI lab for innovative Proof-Of-Concepts for internal products<\/strong><\/li>
              • Manage POCs (proof-of-concepts) projects: automated tests, SEO, LLM leaderboard\u2026<\/li>
              • Ensure daily & monthly communication with internal AI community through newsletters and retrospectives.<\/li>
              • Facilitate meetings with external stakeholders (startups, AI partners) and challenge project\u2019s outcomes.<\/li><\/ul><\/li><\/ul><\/li><\/ul><\/li><\/ul>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t
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                Product Builder \u2013 Innovation Projects – Bot Factory<\/span><\/h3><\/div>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t
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                June 2020 – May 2023<\/div><\/div>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t
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                Mission: Designed the user and conversational experience of virtual assistants (chatbot, voicebot)<\/h2>\t\t\t\t<\/div>\n\t\t\t\t
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                • 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<\/p><\/li>

                • 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<\/p><\/li>

                • Provided senior management with recommendations across various functions, including customer care, resulting in a 40% decrease of callback rates<\/p><\/li><\/ul>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t

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                  Senior functional consultant \u2013 IT Service Excellence in EMEA Market<\/span><\/h3><\/div>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t
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                  January 2019 – June 2020<\/span><\/p><\/div><\/div><\/div><\/div><\/div><\/div>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t

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                  • Product Owner on innovation projects (Artificial Intelligence and Robotic Process Automation)<\/p>

                    \u00b7 \u00a0 \u00a0 \u00a0 Headed prospection on about Chatbot and RPA projects: resulted on 5 fixed contracts (La Poste, Carrefour, Adecco, Soci\u00e9t\u00e9 G\u00e9n\u00e9rale, RCIBank)<\/p><\/li><\/ul>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t

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                    Product Owner \u2013 Chatbot Expertise Center<\/span><\/h3><\/div>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t
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                    June 2020 – May 2023<\/h6><\/div><\/div>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t
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                    Mission: Led the product lifecycle and business development of the internal chatbot 'YODA - Your Own Digital Assistant\u2019<\/h2>\t\t\t\t<\/div>\n\t\t\t\t
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                    • Maintained the product\u2019s backlog through prioritization, wrote user stories for features optimization and monitored tests<\/li>

                        • Managed developers\u2019 team of 10 persons in France and India<\/p><\/li>

                        • Conducted the business development of the service offer: +10 new clients in 6 departments and increased entity revenue by 15%<\/p><\/li><\/ul><\/li><\/ul><\/li><\/ul>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t

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                          Education<\/h2>\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t
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                          2016 – 2018\u00a0\u00a0<\/span>Sciences Po Paris\u00a0<\/span>| Master\u2019s Degree<\/span><\/p><\/div>

                          Marketing and Market Insights \u2013 School of Management and Innovation<\/span><\/p>

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                          2007 – 2015\u00a0 \u00a0<\/span>Universit\u00e9 de Cocody | Bachelor’s & Master’s Degree<\/span><\/p><\/div>

                          DEA in Linguistics (one -year degree before postgraduate studies)<\/p>

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                          Master\u2019s degree in Linguistics<\/span><\/p>

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                          Bachelor’s degree in Linguistics<\/span><\/p><\/div>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t

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                          Certifications<\/h2>\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t
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                          Project Management<\/span><\/h2><\/div>
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                          • Project Management Professional (in progress)\u00a0 \u00a0<\/p><\/li>

                          • Professional Scrum Master \u2013 PSM\u00a0 \u00a0 \u00a0 \u00a0 \u00a0 \u00a0 \u00a0<\/p><\/li>

                          • Professional Scrum Product Owner \u2013 PSPO<\/p><\/li>

                          • Google Project Management<\/p><\/li>

                          • Digital Marketing Analytics in Theory – University of Illinois at Urbana- Champaign<\/p><\/li><\/ul><\/div><\/div>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t

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                            Conversational\u00a0<\/span><\/h3><\/div>
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                            • Designing AI Assistant ( Conversation Design Institute)\u00a0<\/li>

                              • Foundations of UX Design<\/p><\/li>

                              • RPA Business Analyst (UIPath)\u200b<\/span><\/p><\/li>

                              • AI using IBM Watson \u2013 IBM Skills Network<\/p><\/li>

                              • Virtual Agent (ServiceNow)<\/p><\/li>

                              • Postman API<\/p><\/li><\/ul><\/li><\/ul><\/div><\/div>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t

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                                Skills\n& Expertise\n<\/h2>\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t
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                                • Project Management<\/span><\/p><\/li>

                                • Product Management\u00a0<\/span><\/p><\/li>

                                • Communication\u00a0<\/span><\/p><\/li>

                                • Digital Marketing\u00a0<\/span><\/p><\/li>

                                • Conversational Design<\/span><\/p><\/li>

                                • Strategic planning\u00a0 \u00a0 \u00a0 \u00a0 \u00a0 \u00a0 \u00a0 \u00a0 \u00a0 \u00a0 \u00a0 \u00a0 \u00a0 \u00a0 \u00a0 \u00a0<\/p><\/li>

                                • Agile Methodologies \u00a0<\/p><\/li>

                                • Product Lifecycle Management<\/p><\/li>

                                • Cross-functional leadership \u00a0<\/p><\/li>

                                • Roadmap planning \u00a0<\/p><\/li>

                                • Communication and stakeholder management<\/p><\/li>

                                • Problem solving and Innovation<\/p><\/li>

                                • Data-driven decision making \u00a0<\/p><\/li>

                                • Int\u00e9gration API (REST) & compr\u00e9hension des flux SI<\/p><\/li><\/ul>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t","protected":false},"excerpt":{"rendered":"

                                  Product Manager \u2013 Efficiency &Automation September\u00a0 2025 – today Mission: Improve the performance and productivity of internal team Define product […]<\/p>\n","protected":false},"author":1,"featured_media":0,"parent":0,"menu_order":0,"comment_status":"closed","ping_status":"closed","template":"elementor_canvas","meta":{"site-sidebar-layout":"no-sidebar","site-content-layout":"","ast-site-content-layout":"full-width-container","site-content-style":"default","site-sidebar-style":"default","ast-global-header-display":"","ast-banner-title-visibility":"","ast-main-header-display":"","ast-hfb-above-header-display":"","ast-hfb-below-header-display":"","ast-hfb-mobile-header-display":"","site-post-title":"","ast-breadcrumbs-content":"","ast-featured-img":"disabled","footer-sml-layout":"","ast-disable-related-posts":"","theme-transparent-header-meta":"","adv-header-id-meta":"","stick-header-meta":"","header-above-stick-meta":"","header-main-stick-meta":"","header-below-stick-meta":"","astra-migrate-meta-layouts":"default","ast-page-background-enabled":"default","ast-page-background-meta":{"desktop":{"background-color":"var(--ast-global-color-5)","background-image":"","background-repeat":"repeat","background-position":"center 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