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EF Education First
- Director of Production - Information Systems
Paris
2012 - maintenant
Commerce Platform
- Manage team of 3 developers, two QA and a product owner (scrum configuration)
- Responsible for prioritization, implementation, and analysis of all commerce related projects, with an intense focus on driving conversion and retention.
- Work with designers and developers to constantly find and test improvements with high commercial impact.
SalesForce
- Manage team of 2 developers, one QA, one product owner and 2 admins (scrum configuration)
- In EF Salesforce is used by thousand staffs across over 10 countries.
- Responsible for the effective execution and ongoing support of Salesforce projects and initiatives.
- Responsible for analyzing end-to-end business processes, whilst looking for opportunities to improve or re-engineer processes and consolidate multiple systems in use via recommendations to the management.
- Ensure full utilization of the Salesforce system through identification of enhancements and future capabilities.
- Work closely with various business owners (sales/marketing/finance/operations) to identify project scopes and development methods; responsible for product development process until delivery.
- Develop, implement and deliver required training to enable maximum effectiveness and user utilization.
- Identify, develop, promote and improve processes, systems and reports as required to operate at maximum efficiency and consistency.
Sales, Marketing and Operation Systems
- Manage team of 2 developers and one QA (scrum configuration)
- Facilitate identification and documentation of technology, marketing and business related requirements and specifications.
- Architect technical solutions and associated implementation plans, taking into account clients’ marketing, technology and business strategies and objectives.
- Provide consultative advice and direction to streamline operations and ensure best-fit for Silverpop product and services.
- Program manage Silverpop resources required throughout the stakesholders’ implementation process.
- Develop detailed project plans including resource plans, schedules and task dependencies. Track and report on project and deliverable status and manage variances; prepare bi-weekly project status reports, and other project communications and/or presentations as needed. Identify, escalate and resolve project issues, problems, and changes in scope. Ensures all project deliverables are completed on time, within budget, and with the highest level of quality.
- Establish and maintain continuously high level of communication with project stakeholders while clearly managing expectations.
- Guide the team to provide first line phone response for CRMi related issues.
- Provide recommendations and oversee detailed field mappings and system process designs.
- Identify client requirements and working effectively towards expedient completion of stakeholders projects.
Level 2 customer support
- Manage a team of 2 Senior technical customer supports who support the local CR teams to investigate and handle critical cases reported by students
- Coordinate with development teams on the resolution of the defect and its release according to the severity of the issue
- Play an important role in the testing tasks for project /defect releases.
- Work with related teams to improve students’ satisfaction and provide them with the best service.
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EF Education First
- Director of Production - B2C
Paris
2011 - 2012
- Oversee production within company for marketing, leads, e-commerce, tracking
- Manage staff (17 persons) and systems of production; provide overall leadership and management of the production teams including team building and mentoring
- Lead, motivate and set expectations for production; ensure to achieve production objectives in terms of quality, schedule and budget
- Lead QA and Build/Release engineering efforts and best practices
- Oversee information and cost management; and develop, maintain and enable foundations processes and policies consistent with company interests
- Oversee post-production deliverable workflow integration
- Responsible for both short and long term production strategy planning, ensuring that the most current and efficient production strategies are in place
- Understand and communicate short- and long-term business strategies
- Forecast and manage demand for stakeholders
- Develop sourcing plans for current and new support requirements
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EF Education First
- Product/Project Manager E-commerce
Paris
2008 - 2011
- Ensure that content, information, images and policies are up to date and that required changes are communicated efficiently and timely for the 12 core countries (Brazil, France, Germany, Italy, Spain, Mexico, USA, Japan, Korea, Taiwan, China, Hong Kong)
- Build and maintain weblinks for new affiliate Internet partners we work with.
- Work with properties to load new rate plans when new accounts are brought on.
- Upgrade our ecommerce flow and system to .Net – 7 engineers. Responsible for the last critical phases including the release to live environment (over 12 regions).
- Lead the planning and implementation of several projects
- Facilitate the definition of project scope, goals and deliverables
- Define project tasks and resource requirements
- Develop full scale project plans
- Assemble and coordinate project staff (Agile Method)
- Manage project resource allocation
- Plan and schedule project timelines
- Track project deliverables using appropriate tools
- Provide direction and support to project team
- Quality assurance (one QA ressource)
- Constantly monitor and report on progress of the project to all stakeholders
- Present reports defining project progress, problems and solutions
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EF Education First
- French Customer Relationship Manager
Paris
2006 - 2008
- Responsible for customer service to French speakers
- Answering queries, problem solving and providing detailed information
- Perform customer verifications
- Process orders, forms, applications and requests
- Direct requests and unresolved issues to the designated resource
- Keep records of customer interactions and transactions
- Record details of actions taken
- Manage administration
- Communicate and coordinate with internal departments (Product Development, Community Team, Finance, Sales)
- Responsible for the management of translators: recruitment, training, payment (14 languages)
- Set up an effective communication flow with customer service representatives based in overseas offices (America, Europe, Asia)
- Improve ET’s website general quality by gathering, organizing, prioritizing production defects for a better user experience
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Microsoft
- Junior communication officer
Issy-les-Moulineaux.
2004 - 2005
- Collecting and analysing customers’ feedback on communication campaigns, i.e. media campaigns (advertising) and non-media campaigns (direct marketing, sales promotion, online advertising, etc…)
- Involvement in the formulation of communication strategies towards the implementation of various marketing plans
- Writing of briefs for communication agencies
- Budget management
- Interface between Microsoft Corp in charge of customers’ feedback and counterparts of EMEA
- Responsible for direct marketing of Microsoft France communication Server
