Lean? Agile? Goal-oriented?

That's me, and that's why I'm here spreading my love for effective product development with Scrum and other proven techniques that work within the Scrum framework.

And how am I spreading this love?

In a variety of ways, but the one I'm most proud of is my recently published Scrum Master Certification Guide. It's a real book, over 200 pages long and available in both hardcover and softcover on Amazon.

The feedback and reviews have been great so far, and it really warms my heart when I get messages from people telling me it helped them learn Scrum, get Agile and of course, gain a coveted PSM, PSPO or CSM designation.

I'm also very active on Twitter and YouTube.

I'm up above 250,000 followers on Twitter, and I think I've posted close to 100 videos about DevOps, cloud computing, Java programming, Python development and of course Agile and Scrum on my YouTube channel.

I've also been honored to work as a developer advocate with incredible and amazing companies including:

- Linode
- Xennial Innovations
- IBM and;
- Trend Micro

It's honestly quite humbling to be associated at all with such amazing leaders in the industry.

I'd love it if you both followed me on LinkedIn and connected.

I'm just at the start of my journey, and I'm excited to see where it all leads. 

Let's build something great together, and let's do it publicly!

I absolutely love talking about the challenges I face and the successes I've enjoyed with other like-minded and highly-motivated individuals. So let's share!

Darcy DeClute

OpenClassrooms

Additional mission at OpenClassrooms: accompanying students on the FR entry-level digital training "Passeport Numérique" and "Remise à Niveau Numérique".
- Weekly mentoring sessions with students (remote) as well as ad-hoc inter-session support to help students complete their study projects and training program on time
- Supporting students in soft skills acquisition, time-management, motivation, career plan
- Evaluating students work and helping them prepare for project assessments

Mentor & Assessor for students on entry level Digital Skills training

In January 2023 I joined our new cross-functional International Customer Success team which mission is to grow and develop OpenClassrooms' activity on International markets, primarily in the US and UK.

My role as the Mentorship Operations Manager in this international department consists of setting the foundations for Mentorship operations on International markets, in preparation of scaling the business:

Autonomous management of the growing English-speaking community of 500+ mentors (all study paths & programs): 
- Onboarding and training all new mentors and assessors quickly and with high quality standards
- Standardizing and scaling mentor onboarding and operational processes on growing B2B and Education as Benefit programs in the US, UK and other international markets.
- Building a mentor community and increasing engagement of mentors by themed webinars and trainings (quality, soft skills etc)

Mentor acquisition and contract management:
- Mentor forecast and sourcing management together with Mentor Acquisition team
- Ensuring mentor assignments are aligned with legal requirements and meet country-specific expectations
- Controlling mentoring quality and respect of contract, managing all contract terminations

Operational efficiency:
- Automating and optimizing operational processes
- Localizing mentor resources (Mentor Help Center, Newsletters, Support)

Mentor Operations Manager, International Customer Success

Launched in 2013, OpenClassrooms makes education accessible to all. The platform revolutionizes learning with a unique approach based on skills and mentoring. The vocational training and certifications, which are 100% online, promote employability for digital and teach jobs and help people to quickly integrate into the workforce and add value.

The Mentor Operations team's biggest project and challenge in 2021-2022 has been to scale the mentoring services to match the company's hyper growth, while maintaining a high quality and NPS of our mentors (freelance collaborators). 

My key responsibilities as a Mentorship Manager in Global Operations department:

Training program management on our FR and EN IT paths with a community of 500+ mentors (freelance collaborators) who accompany our students:
• Ensuring that my programs are fully staffed with experienced and high quality mentors
• Collaboration with Learning, Quality and Student Success teams to constantly improve our training contents and student learning experience

Management of daily Mentor Operations:
• On-boarding of new mentors, mentor and assessor attributions and changes
• Second level support on Zendesk for escalated issues
• Accompanying mentors and students on our growing Social Programs (study paths financed for jobseekers and young people from disadvantaged communities), with high focus on students' attendance and progression

Mentor Success & Satisfaction:
• Developing training resources for mentors
• Performing mentor session and assessment quality reviews, tracking and managing mentor
performance issues, reporting on KPIs
• Leading mentor communications (1:1 meetings, Community Management,
webinars, events) to maintain an excellent mentor NPS

Contract management (for freelancers):
• New contract creation and review with Legal team
• Presentation of new contract (FR and EN) to mentors and coordinating signature process (2500+ collaborators in total)
• Contract terminations management

Mentorship Manager, Global Operations

SANDEMANs NEW Europe Tours

SANDEMANs NEW Europe, one of the world's largest walking tour companies, was present in 20 cities and connecting over 500 great guides with 1.5 million smart travellers per year.

As the head of operations for SANDEMANs NEW Paris, I led and oversaw a team of 10 employees and more than 50 freelance tour guides, all with a common goal of ensuring our customers have the time of their life on our walking tours in Paris. I interacted daily with people from a multitude of different nationalities, switching smoothly between English, French and Spanish.

When I wasn’t on the ground meeting with guides and customers, my job consisted of the following:

- Management of Operations: organizing and supervising our daily tours and ticket sales
- Leading the on-the-ground Customer Service & Sales team
- Handling customer queries (including complaints, refunds, booking amendments, loyalty program etc.)
- Business Development and Partner Relations: implementing new products and business strategies, developing and strengthening partnerships in the local tourism sector
- Finance: budgeting, forecasting, profitability and KPI analysis for my business unit
- HR & Freelancer collaboration: recruitment, onboarding, training and staff development, payroll, meetings and events etc. 
- Communication & Marketing: weekly, monthly and ad-hoc reports, collaboration with Marketing team and Channel Marketing partners, social media
- Crisis Management: Adapting my business unit to disruptions in the tourism sector in Paris (strikes, protests, Covid-19 etc.)
- Collaboration with our back-office and operational teams across the network

Operations Manager Paris

Disfrutaelmundo.com

Reports about my volunteering experience in Colombia, travels in Cuba, Jamaica and Brazil, and solo women travel.
• Commitment & Traffic: New post every 2.5 days, 100-500 page-views/day
• Personal learnings: Creative writing, website design, travel- related research and analysis, SEO/SMO, Photographing

Moving Worlds Organization, Guest Writer (2016)
• Connecting people to life-enriching, immersive experiences that create a sustainable impact.
• Published article about Experteering in Colombia: https://blog.movingworlds.org/experteering-spotlight-empowering-children-in-colombia-with-my-project-management-skills/

Author of a Travel Blog

Cartus

Autonomously in charge of managing relocation projects for two major clients, and several smaller accounts:
• Daily assistance for expatriate employees
• Coordination of supplier and field consultant services
• Collaboration with and reporting to the clients, multinational companies
• File set up and closing, invoicing and other admin tasks

Cartus (founded in 1955) provides global relocation solutions for companies of all types and sizes. Cartus assists their expatriate assignees in every phase of the relocation process (departure, arrival, shipping household goods, home finding, settling in, schooling…). 

My job was to be a coordinator between the clients' HR departments, the expatriate customers, a large variety of suppliers (field consultants, real estate agencies, utilities companies, movers, immigration services, social security, banks..), and other Cartus teams (Accounting, IT, offices in other locations). It was an interesting job where every day is different. My position was very operational and required multi-tasking, reactivity and fast problem-solving skills. I didn't have a team but managed my missions on my own and with colleagues in the US and UK. Working independently taught me to manage my time and priorities, and to take initiative without asking my manager first. 

The most important in my daily missions was to be customer-focused; to collaborate with the customer, listen to their needs, be empathetic and find solutions. Client and customer satisfaction comes always first. I had customers from 15 different countries. It was culturally enriching and taught me to overcome language barriers and understand different ways of thinking and working. 

My daily working languages were English and French.

I was also a summer intern with Cartus France in 2013 and Cartus Switzerland in 2014.

International Assignment Consultant

Microsoft

I was part of the team Customer & Partner Experience (CPE), in charge of driving long-term loyalty for customers (B2B and B2C) and partners.

As a Junior Project Manager I supported the team and I also had my own focus areas. I was entrusted with important responsibilities and I worked autonomously on my projects. My role was a mix of Project Management, Marketing & Communication, Event Management, and Business analysis:

Customer & Partner Listening:
-	Follow up on customer satisfaction surveys: verbatim analysis, presenting results
-	Managing a Customer Feedback Application : updates, collect of feedback and follow up, Integration of the App’ in our “Customer Campus Experience”, deployment of the App’ in other divisions WW (recognized as a best practice)
-	CPE Culture: leading in France a company-wide project that aims to spread a customer-centric attitude in the whole organization

Event Management:
-	TechDays, external event,, 20 000 visitors. Organization of the CPE stand : planning of presentations and entertainment, product ordering, logistics…
-	Annual CPE cocktail, internal event, 100 guests. Organization of the whole event: guest list, invitations, venue, identifying speakers, presentations, entertainment, logistics… 

Business Planning and Communications management:
-	Help preparing the team for meetings with the French leadership team and with Microsoft Corp (US): PowerPoint slides, general coordination
-	Participation in strategic annual planning
-	Management of a bi-annual business email campaign, Communication on a trimestral Awards campaign, Management of Support Flyers: contents redaction, design with digital marketing teams, coordination between teams...

The CPE is a transversal team, working closely with other services, and very close to the business. I had the chance to manage and coordinate cross-functional projects and to acquire an overall vision of Microsoft, its strategy and its products. My working languages were French and English.

Junior Project Manager, Customer & Partner Experience

3 months internship with Cartus Switzerland. I spent most of the time at the Global Mobility department of one of the biggest clients and my job consisted of:

- Coordination of suppliers (immigration, moving companies)
- HR tasks (preparation of attestations and invoices, communication with the payroll service)
- Assistance of expatriate employees (booking temporary accommodation and car rental, organising follow up calls and meetings)
- Collaboration with Global Mobility departments in other countries

Due to an activity peak and a sudden lack of personnel I was entrusted with important responsibilities and was able to work autonomously with minimal supervision. 

When needed I worked as an International Assignment Consultant as before at Cartus France. I took care of tasks such as:
- House hunting for expatriates (looking for accommodation, making appointments, managing visits and entry inspections)
- Assisting expatriates with technical problems related to housing
- Administrative duties (lease translations, rental applications, software updates)

My working languages were French and English.

Assistant in Global Mobility Management, internship

5 months internship with Cartus France as International Assignment Consultant. 

I was part of a team that manages, together with a Cartus team in UK, the arrivals and departures for an important client (CAC40 company). This job familiarized me with global relocation and consisted of following tasks:

- setting up mobility services and assisting expatriate employees (immigration, moving, house hunting, check in and check out inspections, technical problems related to housing, translations)
- communication and cooperation with collaborators coming to France for an assignement or leaving back to their country, as well as with the Cartus UK team
- managing our field consultants and suppliers
- file monitoring and reporting for the client
- various administrative duties

My working languages were French and English.

International Assignment Consultant, internship

SJW One

Full-time summers 2011 and 2012, part-time besides my studies.

- Preparation and display of products, client service.
- Managing the restaurant: opening and closing, product ordering, daily reporting, staff management, training of new employees.

Salesperson in a restaurant chain

An experienced Operations Manager, Team Leader & Customer Experience advocate with a positive view and a strive to learn more every day. A Tourism/Travel professional since 2016, currently working at operations in an EdTech scale-up, contributing to making education accessible to everyone.

taplio

The Battle

Darcy DeClute

Emilia Latvajärvi

Followers

Posts

Engagements

Likes

Ready to grow your LinkedIn presence?