Céline COMAS

En résumé

Entreprises

• Xerox - Chef de Programmes Marketing

  Saint-Denis 2012 - maintenant Responsable France du programme Xerox Partner Print Services (offre de Managed Print Services pour le réseau partenaires de Xerox).
  Responsable de programmes et initiatives marketing à destination du réseau partenaires : Digital Marketing & Social Media, Lead Generation.

• Xerox Global Services - Chef de Compte

  Saint-Denis 2008 - 2012 - responsable des opérations et relation client sur la gestion de parc d'équipements et de solutions d'impressions mis en place
  - garante de la prestation : suivi, reporting, contrôles, amélioration des procédures
  - proposition d'optimisation
  - pilotage et coordination des différents acteurs de la prestation : Service Desk, équipes techniques, fournisseurs
  - gestion de la rentabilité financière des contrats
  - création et veille au respect des procédures opérationnelles
  - management d'opérateurs sur site

• Teleperformance Technical Help - Service Delivery Manager

  Asnières sur Seine 2007 - 2008 - I manage all contracts of insourced Helpdesk services ensuring good service quality and reach of contractual targets
  - I create and animate the monthly reports and meetings with the customer
  - I recruit and manage the teams on customer site
  - I am in charge of the financial results of the activity: billing, maintaining the margins, reducing bad debtors, forecasts

• Xerox Europe Ltd - XOS Service Center Team Leader

  Saint-Denis 2004 - 2007 - I managed, animated and developed a European team of 12 Helpdesk agents in respect of processes and business model
  - I drove the team members to reach their targets (SLA, data quality, customer satisfaction…)
  - I created action plans to constantly improve customer service and team performance (optimisation of processes, planning, organisation of the tasks)
  - I recruited agents and organised their training and participated to the creation of a new system of headcount management
  - I was in charge of operational results for 6 contracts (Sun Microsystems, Tieto Enator , EDS, EMC, WHO, UCB Pharma) and helped the implementation of the new contract within the department
  - I participated to the reorganisation of the department and helped implementing it working on communication, motivation, training.

Formations

• University of the Sunshine Coast (Sippy Downs)

  Sippy Downs 2001 - 2002 Faculty of Business

• Ecole De Commerce Européenne

  Lyon 1999 - 2003 Marketing International

Réseau

• Arnaud KEITA

• Delphine LAGUET

• Fabien SPETER

• Géraud DELHOSTAL

• Jerome GAYET

• Marion BONNARD

• Matthieu CAPLAT

• Oren NADJAR

• Sebastien PIERARD

• Thomas ALLAIN