Florence ORZAKIEWICZ

En résumé

Entreprises

• Teleperformance - EMEA Operations Support Manager

  Asnières sur Seine 2009 - maintenant

• Transcom Worldwide - Barcelone - Business Process Manager

  2004 - 2007 Contact centre outsourcing environment.
  Business process owner for Inbound, Outbound and Back Office activities as the leader of the Corporate Operations Support team.
  Responsible for definition, design and implementation of standard processes for inbound, back office and outbound activities.
  Supported all local teams in their daily operational activities: to investigate operations, to identify areas for improvement, to recommend operational solutions and to follow progress up.
  Project manager for the implementation of Altitude software to automatise the back office activities.
  Responsible for the coordination with IT teams for the implementation and maintenance of Altitude software for inbound scripting, outbound dialer, IVR and back office solution.
  Single point of contact for Altitude Software in Transcom.
  Implementation of back office tool powered by Altitude in 5 major countries.
  Definition of company requirements for recording/inbound/back office activities for technology selection.
  Creation of support model structure for local operational teams.

• Transcom Worldwide - Luxembourg - South Europe Client Relationship Manager - Tele2

  1999 - 2004 Contact centre outsourcing environment.
  Unique point of contact for Tele2 for the South region: France, Italy, Spain, Portugal, Switzerland and Morocco.
  Management of Country Account manager team.
  Support of Country Account managers to ensure appropriate set-up and running and to maintain best possible service delivery of all Tele2 activities in each country.
  Responsible for regional delivery of service level agreements as well as the achievement of revenue and profit for all projects related to Tele2.
  Responsible for the implementation and application of all Corporate decisions and solutions for Tele2 account.
  Successfully maintained high level customer service delivery to 8 millions Tele2 customers (29% of all Tele2 customer base and 42% of total revenue generated by Tele2 in Transcom).
  Successful standardisation of all major clients reports.
  Design and implementation of a new invoicing process for all back office tasks.
  Design and successful implementation of a new standard quality program to allow a clear picture of the customer service delivered to all 22 millions Tele2 customers in Europe.
  Successful opening of Transcom Portugal as the leader of the local operations and of Tele2 new market simultaneously.

• ICT Eurotel - Dublin - Client Relationship Manager

  1994 - 1999 Contact centre outsourcing environment.
  Point of contact with clients for the design, implementation and follow-up of customer care campaigns.
  Responsible for the coordination with all internal departments: Sales, HR, IT and Operations.
  Responsible for performance delivery.
  Responsible for the management and the maintenance of Definity switch.
  Implementation of the customer support structure for Beecham-Glaxo.
  Office move organisation in terms of telecommunications.

Formations

• Ecole Supérieure De Gestion (Paris)

  Paris 1989 - 1993 Commerce International

• Lycée Sainte Solange

  Chateauroux 1983 - 1987 Bac série C

Réseau

• Annick ROEDER

• Caroline BEHAGHEL

• Gilles DELETTE

• Hanane SABRI

• Isabelle BOINON

• Lucie DORO

• Saad BERRADA

• Ségolène PEDRAM

• Sogia SYSTÈME

• Sophie ZURCHER