Open to opportunities

wilfried LACLE

@wilfriedlacle

Message

Business developer and customer relations manager optimizing results for SMEs.

Togo

Message

What I'm looking for

Je recherche un poste où je peux optimiser la performance commerciale, encadrer une équipe, et améliorer la satisfaction client au sein d'une PME ou en mission freelance.

Je suis business developer et conseiller client avec plus de 6 ans d'expérience en centre d'appel, spécialisé dans l'optimisation des résultats et la conformité des indicateurs. J'accompagne les entreprises et PME dans la stratégie de communication pour maximiser leur rentabilité.

J'ai exercé des fonctions de quality manager, manager d'équipe et community manager, pilotant les indicateurs, traitant les annulations et améliorant la satisfaction client (EAC). J'encadrais des équipes, mettais en place actions correctives, évaluations et debriefs, et collaborais avec la production pour garantir la conformité des ventes.

En tant que freelance, je réalise des activités de télévente sortante/entrante, setter/closer et support client (chat, email) tout en proposant des services de marketing digital et assistance virtuelle pour renforcer la visibilité et la performance commerciale des PME.

Experience

Work history, roles, and key accomplishments

Current

Business Developer

Current

Freelancer

Jan 2025 - Present (8 months)

Provide outbound/inbound telesales, setter/closer services and customer support (chat/email) to SMEs, improving sales conversion and communication strategy to maximize profitability.

Telesales Lead Generation Customer Support Sales Closing Communication Strategy Prospecting CRM

Quality Manager

Vipp Interstis

Jan 2022 - Jan 2025 (3 years)

Oversaw business performance indicators, handled cancellations and payment rates, and implemented corrective actions to improve customer satisfaction (EAC) and process compliance.

Quality Assurance Root Cause Analysis Coaching Performance Management Customer Satisfaction

Manager

Vipp Interstis

Jan 2022 - Dec 2022 (11 months)

Led and motivated a team of 5 junior commercial agents, enforcing scripts and sales posture to drive results and achieve revenue targets.

Team Leadership Coaching Sales & Management Script Compliance Performance Tracking Sales Operations

Call Advisor

Vipp Interstis

Jan 2021 - Jan 2022 (1 year)

Handled outbound and inbound telesales for internet and mobile services, driving prospecting, appointment setting and revenue conversion.

Telesales Appointment Setting Prospecting Objection Handling

Call Advisor

Ad-Kontact

Jan 2020 - Jan 2021 (1 year)

Performed outbound prospecting and appointment scheduling, contributing to revenue generation and client acquisition efforts.

Cold Calling Lead Qualification Scheduling Sales Closing CRM Revenue Growth

Community Manager

Proxicom

Jan 2019 - Jan 2020 (1 year)

Managed SME communications and visibility across social channels, handled messaging flows and customer support to boost engagement and brand presence.

Social Media Management Community Engagement Customer Support Messaging