Over 28 years’ experience in Customer Service & Operations senior leadership positions. My career journey has combined strategic thinking, business development and hands-on operational expertise in complex, demanding and fast-moving environments (new businesses, startups, change of business model…) across various industries (Business Travel, Retail, ISP, Recruitment, Mobile, Assistance…).
I have always been at the heart of customer experience (CX) achieving successful business launches and developments such as the FREE Mobile offer. I have a proven track record of leading major transformation projects such as AOL customer value management, AMEX GBT digital innovation, DARTYBOX omni-channel strategy.
As Head of Operations, I have managed large and small teams in multi-cultural work environments (AMEX GBT, MONSTER) and implemented performance management systems ensuring a high level of quality of service and customer satisfaction.
Recognized as an achiever and a proactive problem solver with the ability to federate all stakeholders inside and outside the company.
#Entrepreneur #CollaborativeManagement #Leadership #CustomerCare
Mes compétences :
Directeur Service Clientèle
Directeur de projet
VAD BtoB BtoC
Direction des opérations