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Arnaud DELPRAT

PUTEAUX

En résumé

Arnaud is an Associate Director working for VES Sales Operations.

Prior to his current assignments, Arnaud managed Service Program Management for Verizon VES Retail customers - a team of 4 Managers & 30 Program Managers covering 7 countries in Europe. Arnaud was responsible for approximately 100 complex high-end, high-revenue accounts, for which he ensured development and execution of the Service Strategy.

Arnaud drives his team to develop sound customer governance, and to achieve outstanding service experience & client satisfaction, as well as business and revenue development.

Arnaud joined Verizon in 1997. Arnaud holds an Executive MBA and is a certified Verizon Lean Six-Sigma Black Belt (Process Improvements & Design)

Entreprises

  • Verizon - Associate Director - Sales Operations

    PUTEAUX 2015 - maintenant Arnaud is an Associate Director working for VES Sales Operations.

    VES Sales Operations group's responsibilities include:
    * the execution of a growth and solutions driven distribution model,
    * financial discipline
    * field engagement programs
    * management of customer events and customer engagement programs
    * delivery of vertical and portfolio marketing communications
    * development and implementation of a “go to market” channel strategy and territory optimization model,
    * design of sales training and support
    * lead end-to-end process improvements by leveraging sales tools and technology
    * build a winning sales culture.

    Overarching goal is to build the most respected sales force in any industry.

  • Verizon - Associate Director / Verizon Lean Six Sigma Black Belt

    PUTEAUX 2012 - 2015 Management of 7 projects related to ITIL Day2 Operations within Verizon Enterprise Services, including a team of 4 Green Belts. Projects included:
    - Design of Day2 Operations Customer Touch (for US Small & Medium businesses)
    - Billing accuracy improvements
    - Customer Service inventory solutions
    Arnaud's VLSS projects contributed to a total of $15M p.a. in cash flow and increased Verizon's revenues by $1M.
    Arnaud officially certified as a VLSS Black Belt on June 17, 2014.

  • Verizon Vodafone Enterprise Services - Global Service Director

    2011 - 2012 As part of the new Verizon - Vodafone alliance:
    - create the Service structure dedicated to the 50+ clients;
    - understand our Client's expectations, and what a WOW! Vodafone/Verizon service means for them;
    - develop the appropriate Governance structure;
    - define clear roles and responsibilities across the Parent companies;
    - ensure new joint Vodafone/Verizon Services include clear lifecycle processes in line with Customer operations;
    - create a global Reporting dashboard, so that Clients can monitor the level of service they receive from the Alliance

  • Verizon Business - Group Manager - Customer Service

    PUTEAUX 2009 - 2012 Service Management within Verizon Business covers a wide range of Service Assurance topics for large clients. Best-in-class Service people with a dedicated/proactive approach (technical support and escalations, network optimization, financial matters) to serve the business of our largest clients.
    Team of 30 Service Managers and their managers covering France, Benelux, Italy, Spain, and a significant part of Switzerland

  • MCI - Sr Manager - Global Sales Support

    2000 - 2008 Respectively :
    - Manager - EMEA Service Management and Project Management at UUNET France.
    - Manager - EMEA Global Account retention
    - Manager - France Global Sales Support

    From 2006, Manager, EMEA Premier Service, in charge of 17 ICs in charge of Service Management for Fortune200 accounts (US Headquartered)

Formations

  • Université Du Québec À Montréal (UQAM) (Montréal)

    Montréal 2007 - 2009 Executive MBA

  • Université Paris Dauphine

    Paris 2007 - 2009 Executive MBA

    http://www.mba.dauphine.fr/

  • Ecole Nationale Supérieure Des Télécommunications

    Brest 1994 - 1996 Gestion des Réseaux de Télécommunications

    http://www.telecom-bretagne.eu/

  • Université Aix Marseille 3 Paul Cezanne (Aix En Provence)

    Aix En Provence 1992 - 1994 Licence & Maîtrise de Mathématiques Appliquées

  • Université Aix - Marseille III (Aix En Provence)

    Aix En Provence 1990 - 1992 DEUG A

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