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Frederic PION

PARIS

En résumé

A dedicated professional with more than 16 years experience in the Telecommunications and Consumer Electronics Industries.

Outstanding skills in Customer service, Client focused, service driven, goal oriented, enterprising work ethic and solid integrity. Accountable and well organized.

Superior ability to achieve immediate and long-term goals.
Proven ability to analyze, plan, manage, lead and motivate a large team (up to 90 people)
Excellent communication and presentation skills

International living and working experience in Asia and Europe
Speaks 5 languages: English/ French/ Russian/ German/ Spanish

Willing to relocate and to travel

Key words: Service and Operations management, Six Sigma and ITIL V3 Management, Change and transition Management, Costs and process optimization, Loyalty and Customer satisfaction programs


Mes compétences :
Gestion des ressources humaines
Cost Management
Satisfaction client
Call centers
Project Management
ITIL
Team Management
Support technique
Service Clients
P&L Management
Management de transition
Six Sigma
Conduite du changement

Entreprises

  • SITA ITS (Telecommunications) - Operations Director/ General Manager

    2012 - maintenant Director for SITA France (& General Manager for SITA Telecom) in charge of the outsourcing services delivered both in France and around the world for French Airlines and Airports, including major accounts such as AF/KLM and ADP through ITIL Management with dedicated teams or with Service partners
     SITA is the world's leading specialist in air transport communications and IT solutions.
    Detailed Description:
    - Sales and Bid Team Support for contract renewals and new business opportunities – Costing and Operational structure definition
    - Costs and revenues management to ensure that all recurring and ad-hoc services delivered are billed according to contracts
    - Customer Interface to ensure that all customers requests for service are dealt with promptly and professionally and services are delivered to the agreed schedule and/ or SLA
    - Service Delivery management to ensure that all contracted/agreed service levels are met for each element of the services delivered
    - People management including headcount planning, resource allocation, social and work council management

    - A profit center of more than 8 million euros a year with P&L accountability
    - A local team of 90 people overall to manage including more than 70 on-site technicians

  • LG Electronics - Customer Care Manager

    Villepinte 2005 - 2012 Over my past 6 years in LG, I have been developing a wide range of solutions and services in order to improve customer satisfaction and maximize loyalty.
    On top of regular maintenance, it is important to bring differenciation to the brand.

    From a toll free hotline for end-users to the set-up of additional services in corporate business (i.e.,digital signage), challenges have been important.
    for example, I have designed premium services for our high end products such our new 3D Flat TV (swap for new) and our bagless vacuum cleaners (pick-up, repair and return in 3 days)
    Since the beginning of the year, we are focusing on social networks negative noise tracking, real time chat with our end users and call back for product set-up.

    Of course, this has been only possible through a clear leadership and a best in class strategic vision, including a strong customer mind development when the team was formerly maintenance oriented.
    Costs control and optimization was also a success key factor.

    Besides my experience, I am used to team-work in different languages with different sites in a fast changing world,
    My adaptability and flexibility have been proven in that context.

  • NOKIA - Différents postes

    Nozay 1999 - 2005 o Responsable au sein du département « Customer Care » des partenaires SAV de NOKIA Mobile Phones France (centres industriels et logistiques et centre d’appel).

    o Chef de projet « 3G/ UMTS » pour la société NOKIA Networks dans un environnement multisite et multiculturel (Finlande, Belgique, Pays-Bas, France & UK), dans le cadre de l’introduction de l’UMTS auprès de nos clients opérateurs.

    o Responsable du suivi de déploiement sur la région France-Sud-Ouest (1an et demi) puis sur la région France Centre-Est (1 an) pour NOKIA Networks du déploiement d'un réseau cellulaire pour deux des opérateurs GSM français.

Formations

  • IAE

    Paris 2000 - 2002 MBA

    Formation en cours du soir pendant 2 ans

  • Institut National Polytechnique

    Grenoble 1994 - 1997 Telecom

    Spécialisation en Télécoms et conception de systèmes Micro-ondes
    Gestion de projets

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