Christine CHARLES

En résumé

Entreprises

• Microsoft - TeleSales Director

  Issy-les-Moulineaux. 2011 - maintenant

• Microsoft - Customer Partner Satisfaction Director

  Issy-les-Moulineaux. 2007 - 2011 Drive Customer & Partner level of experience, loyalty and satifaction by ensuring end to end timely execution of Customer & Partner Experience related projects through provision of change-management project techniques & process optimization expertise to business contributors & project leaders.
  Set-up of related project teams with support of Business sponsor (Exec level) to execute on top priorities and fix & improve critical elements of customer experience (derived from customer data analysis & insight)
  Process analysis & improvement proposals to support a better “end to end” customer experience.
  Coordinate, drive internal & external communication around Customer satisfaction

• Microsoft - Regional Support Unit Manager EMEA

  Issy-les-Moulineaux. 2000 - 2007 Microsoft - Platform Southern Europe Unit Manager & Site Manager
  • • Organization : 70 Support Engineers based in Spain – Portugal – France - Italy
  • Change management :
  o Merge of 9 division across EMEA during PSS – RSC and GTSC implementation as Site Manager
  o Implementation of 24x7 including negociation with worker council
  • Escalation Support Center responsibility in Paris (full MS products range)
  • Unit Management : 70 Escalation Engineers – 7 Team Managers
  • Product fixing / product quality – expertise development with Product team
  • Unit budget responsibility

• IBM - Techncial Support Manager for EMEA

  Bois-Colombes 1993 - 2000 Lotus/IBM - Customer Support Manager for France/Spain/Benelux
  • Product Support Manager for cc:Mail - Notes – Desktop : Operational responsibility
  • Project management : Involved in setup the CRM model ‘Support 2000” : Strategy - Organization design - Change management - IT infrastructure implementation
  • Operational Management
  • Coordination for Product Localization Testing for EMEA Project management : Aspect deployment (phone infrastructure) & involved in ISO 90001 implementation

• Cadic - IT Consultant

  1990 - 1993 • Pre-sales & Post sales Consultant
  • IT Manager (delegated to Institute of Arab World – Paris)
  • Define strategy & implementation of infrastructure & equipment
  • Setup the IT network (HP 3000 / Apple / PC)
  • Application development in VB

• CV INFO - CEO

  1985 - 1990 • Providing software design & application development (Ifocop, Intel, Chamber of Industry)

Formations

• Wharton Business School (Philadelphie)

  Philadelphie 2017 - 2017 Certificate

• INSEAD Executive Education

  Fontainebleau 2015 - 2015 Certificate

• AGOPHORE

  Paris 2008 - 2010 Professionnal Coach - Syntec degree

• HEC

  Jouy En Josas 2007 - 2008 Certificate

• AFIDA

  Saint Quentin 1983 - 1985 Bachelor in IT
  
  Solution & Product code development (C++, Basic, Cobol, 4D, Visual Studio)

Réseau

• Carlos CANET MIRA

• Driss RACHDI

• Emmanuel DREUX

• Emmanuelle RUSQUART

• Fatoumata SOUKOUNA

• François MERAND

• Jerome DAKONO

• Nicolas CATANESE

• Roger ABEHASSERA

• Valérie NASSIVERA